CUST105: Unit 2 Discussion

  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?
    A customer complained not to have been handled well by a certain employee and they felt unappreciated by how the employee handled them. The matter was solved by the customer care representative apologizing profusely on behalf of the institution and went on to offer a discount for the inconvenience caused. The employee involved was summoned and was made to understand that both her verbal and non verbal communication were out of line and not in line with the company policy and was recommended for further training on customer care.
  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?
    The best way to handle an angry person is first to mind your voice tone, always keep calm no matter who is on the wrong and maintain a warm both verbal an non verbal communication and avoid being confrontational.
  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?
    Understanding and appreciating the diversity in both cultural background and behavioral approaches is very vital. Being open minded at all times and more accommodating goes a long way in maintaining a cordial relationship

1)This happened to my fiancee she order a baby wash,they sent the wrong baby wash.most companies in Nigeria don’t have policies of refund or discount on future purchase, so we ended up losing our money because we didn’t get the right baby wash.
(2)It was a hectic traffic day in lagos,i spent hours 5hours to get to a short destination,everybody in the bud were frustrated and angry.A passenger spoke to me i misinterpreted what he said,i responded negatively,it lead to brawl,he insulted me verbally but i realized i was at fault so i apologize,our brawl ended so fast just by a simple apology.
(3)I live in an environment surrounded by hausa people,me and my family keep to ourselves because of the differences in cultural and religious background

  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?

The last one was with Uber, the driver didn’t finish the trip, I was trying to find a way to let him know but the only way was by cancelling that ride. They cancelled it, then charged me again so the only thing I wanted was to be charged the correct amount! So I wrote them to let them know what happened, a CSW wrote me back to let me know that she refunded me for that trip and I was not going to be charged, but she did not mention if the driver was going to loose money, I didn’t want him to loose the right amount, so now I am avoiding using Uber, because I feel bad for its driver’s and the confusion the app may be causing to many of them.

  1. 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?

The first time I had to deal with an angry customer due to a refund, it was almost $10K and he was really angry, the refund process is done thru a 3rd party so I wasn’t sure how many days it was going to take so I said that it had to be done in 3 business days, he didn’t believe me. So I decided to use some help from the friend that referred him, she talked with him and he called back to apologize with me. He is still our customer.

Five years from that issue, sometimes customers get mad about the waiting time, but we have implemented other solutions and we tell them upfront that it takes 10 business days for their banks to show it on their accounts. Whenever you know exactly how something works you become super confident on what you are saying, but when you are unsure about it, the customer notice it in your voice. The cultural approach in this unit is very true, you need to understand that each culture has different approaches, even in the same culture you need to be careful what kind of person you are talking to, students react different than professors, etc.
You have to adapt the way you talk with each audience.

  1. 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?

I am constantly changing abroad, most of the countries have differences on the way you are suppose to address an issue. But overall if you have a true passion to help people, they will notice it and that is a huge leverage. Whenever you solve any issue for a given customer, that customer will have a stronger relationship with your company.

  1. Sometime ago, I ordered for a product. It was so attractive online but when it was brought to me, it was something else. So, immediately I put a call across to the customer Service Officer. And I made a refund. Sincere apologies were made and the processes of refund that I thought will take a forever process was carried out with ease and hast.

  2. In a situation where I will have to deal with an angry person, the process I will use in handling the situation as to what I have learnt in this unit are as follows.

  • First is tender an apology as to the situation on ground
  • Give a listening ear,
  • Try to return a customer to a reasonable state,
  • Give him a room to give all his/her explanations
  • Give an assurance of resolving the issue as soon as possible
  • Show empathy
  • Remain objective and calm
  • Make them know you re in it with them with a reassuring smile even if its not a face to face conversations.
  1. Some individual prioritises but that not withstanding because everyone has a sense of belonging and priorities.
    The best way to deal with these is to show gesture and humor. You might also need to adjust from a verbal to a non verbal form of communication for the benefit and cultural comfort of the customer. Also, be comfortable in interacting with people from a wide range of culture.

1.Two months ago, my sister bought a dress from a retail store, when she got home she realized the hem was loosed and it had a little tear. She went back an hour later to return it,she was told they don’t take back once their products leave the store.That was the last time we went there.
2. Haven’t been in that situation, but if I do get in that kind of situation, I’d use these methods to handle the customer
3.I encounter a lot of people with different cultural backgrounds. Being in a country with more than a thousand tribes and ethnic groups, you meet different people each day, with different religion.you learn to interact , become friends, learn their culture and sometimes their way of life is not so different. I learn each day.

1.ask what was wrong with the product, verify it was used - activated correctly- help the customer with it
2.I stayed calm,talked and listened to th e customer and showed empathy
3. I don’t ever assume the customer and I share the same background.I ask question and observe body language to see if they are confort

  1. The first time I experienced this type of difficulties was when I worked as a supervisor at caviar department. The customer bought an expensive caviar, but after he got home it was not testing good. I took this problem under my control. I tried to listen and put myself in his shoes. And it made a big difference.It took me less than a few minutes to establish this issue as a manufacturing problem. I apologized and explained the situation, then I issued a refund and offered an additional benefit. A customer decided to buy new one (and ended up with a couple of more expansive ones), and asked me to assist him personally.

  2. I can say that the right way of resolving angry customer’s issues is listen carefully, always try tout yourself in the customer’s shoe. It makes a big difference if you apologize and try to explain everything in simple way. Find the median between what you need and what they need. It’s important to find a median between what you need and what they need.

  3. I was raised in a highly diverse community and always had a lot of friends with the differences in cultural backgrounds and behaviors, so I am able to adjust myself to accommodate the behavior of them.

I got a problem with an online shopping company. I order a product which is not disponible in the store so they gave me a period of ten days to deliver the item. I waited twenty days then i called them they was telling me that the item is not disponible in the market, so i was surprised how they are selling things which they cannot provide, and when you will make the order you will pay and it’s taking time to refund your money.
I resolved the problem by waiting my money for 5 days more.

When i am dealing with someone who is angry i am trying always to put myself in his place, he will fell that he is understood and he is not alone facing his issue, then at this time he will come down automatically because i am not his adversary so we will be like allies.

Dealing with different backgrounds is easy to someone who knows how to keep himself in a standard behavior so if you keep yourself in this universal conduct you will success in your deals.
This is my manner to deal with different backgrounds, i don’t cross the limits which i am not sure to handle.

  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 purchased a bathing suit from a well known and a bit more expensive than I would rather spend. The sales associate recommended that I purchase the cleaner and conditioner for the suit vs using regular laundry detergent. Since I spent the money on the suit I went ahead and purchased the cleaner. I took a trip a couple weeks later, the first time wearing the bathing suit and the chemicals in the pool turned my bathingsuit from white to yellow. I contacted to company and they had me send them the original receipt and photos of the suit and they refunded me the entire amount of the suit purchased.

  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 tend to deal with upset customers in my line of work and my job tile as General Manager. My last customer issue was that the member wanted to downgrade their membership but since they were doing so he would now be charged the annual fee that we have just started. The member refused to sign the downgrade paperwork as he didn’t agree with the paperwork. I explained to him that if he were to downgrade or if he would cancel and then come back he would always have the annual fee. Helping to explain what the annual fee is for allowed me to better serve him.

  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? Culture, language barrier, etc. Unfortunately I do not know Spanish so I am often found not being able to help the member who wished to speak to me without a translator. What I did to pivot was to add a bilingual manager to the team to assist so I am not having to pull a team member to translate a member issue rather than being able to grab a manager to assist.

1_ once upon a time, I dropped off my lace material with my designer to pick it up in three weeks time. Weeks turn to months, 6 months precisely. I was angry and stormed his shop on fateful day to collect my material only to discover he hadn’t even see it. I collect it out of anger and left. Only for me to discover that a part of my material was cut out. I took it back to him, he apologized and promised to make the cloth in two day. I didn’t have a choice. And truly he did
2- I once dealt with an angry old woman over an electric circuit. I was calm and allowed her rant. I then explained to her that I came along with an adapter and the circuit could accommodate us both. She went silent and was like “okay”
3_i’ll say religious diversity. There’s a lot of religious bias over here and I try to avoid religious talk outside the confines of worship

  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 observed a customer whose sim card was registered under other persons name, she came to the CSW to inquire how to rectify the problem… this CSW did not mind or give any attention to the customer but continued to chat on her phone. the customer was very irritated that caused a scene in the store that pulled everyone’s attention. until the manager came in to resolve the problem .

  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 listened carefully of his issue or problem, after identifying what the problem was i apologized for the trouble he went through and offered him a seat, this sparked fire because he was not interested . i would have listened to his problem and take ownership of the problem then we work out together for the solution

  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 many forms of diversity in immediate environment, easily approached with any topic, reserved people , jokers at any thing, i interact with any kind of diversity because i first study and understand the people am dealing with then i adjust to fit in

  1. A couple months ago I bought a shelf to put my food in but it didn’t work that good it was about to break and I just put it against the wall. I had to put something in front of it so it wouldn’t fall. It was a faulty product.
  2. When I was at my program seeing my doctor some of the patients would come in yelling and fighting with the employees. I tride my best not to get involved because I needed to stay in the program and they would get me in trouble so I stayed quiet and didn’t look at them. The methods in this unit taught me to try talking things out before the problem gets worse.
  3. My family and friends are very diverse. I come from a Hispanic family and my boyfriend is white. My mom’s husband is black and white. My friends are black or white or Hispanic or asian. It doesn’t really matter to me. How they treat me and how much fun we have together is all that matters.
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  1. I once ordered a piece of hardware Buh was delivered a substandard appliance. Called them immediately and was responded with calmness and empathy and was given a standard one back.

3 . there are different people with different diversity. I usually find a common ground especially what they interact, do or talk about, then I find how to come in, be more accommodating with calmness and empathy and relate back with them.

  1. I had purchased a lazy susan that came in broken. I resolved the issue by contacting the company directly and informing them the product I ordered was broken. Within several days a replacement came in with a request to send back the broken product.
  2. I had an angry customer that was upset with a co-worker and requested that something be done with that co-worker. I handled the issue by asking the customer to repeat her complaint and then after hearing it again I repeated it back to inform her that I knew her situation and understand her needs. I then informed her that I will talk to my co-worker and inform my supervisor after my shift was done. I made sure I was attentive and gave the customer my full attention, ensuring that the customer understood that this would be dealt with. I believe that my methods was similar to what this unit describes.
  3. At work, I handle with a large diversity of races/ethnicities so no day is the same. I try to be culturally open and unbiased regardless of their background.

Hello Omalihopie,

I agree with your response to question 3, the religious bias is very strong in many religious institutions and there’s that fear of even talking about your own religion at a public setting.

Hi tabelita,
Religious talks are very sensitive. Especially this part of the the world where I am from. It should be avoided in most cases, or handling carefully. Hope you are enjoying the course.