1.What are some examples of problems you or someone you know may have had with a company based on a faulty product or service? How did it get resolved?
I once bought a cake at one of the cake shops. the cake was not fresh so i had to return it to the store . The Manager was called and i complained that the cake was not fresh. The Manger handled my complaint at professional manner She was calm and she apologized without blaming anyone , so i was given a fresh cake.
2.Consider a situation where you had to deal with an angry person. How did you handle it? What might you have done differently using some of the methods described in this unit?
I once had to deal with a customer who received a dress that was ordered, but it was of the wrong color . I apologized to the customer but customer was not interested in apology.
I explained the reasons of the mistake. I didn’t respond in a bad manner, but the customer was angry. i can say that the right way of resolving that situation was to let the customer vent, not take it personally, let her know and assure her I understand the situation.
3.What sorts of diversity do you find in your immediate environment of family, friends, work, school, groups, and so on? How do you best interact with the differences in cultural backgrounds and behaviors?
There are many forms of diversity found in my immediate environment of family, friends, work, school and so on.i actually find it interesting to communicate with people from different cultures