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CUST105: Unit 2 Short Writing Exercise: The Customer Service Workplace


If I was the manager of a customer service department and hired new employees I would train my employees well. My employees would have to go through many sessions of training. They will have to endure many different scenarios to make sure they know what to do in any kind of situation. If one of my employees has a problem with a difficult customer I would infer for them to come to me about it or another higher position person. As the job starts I understand that their will be problems and people who my employees will have to deal with. I will sit back and watch them and see what they need more help with. Some possible situations that I would want my new employees to learn how to deal with would have to be difficult people who come in with the motto “The customer is always right”, I understand that this is somewhat true but some people take this saying to far. Some tactics that my employee can use would be to approach the situation easy and with a positive attitude and to not take anything the customer has to say personal.


While you spend all day thinking and talking about your company, your customer doesn’t necessarily have the same insider knowledge or jargon. You know every use case, every feature, and every Easter egg, but your customers just want your product to work.
This means that you may have to ask some strategic questions and do a little translating to determine what problem they’re having, especially if you have a technical product.
Their version of the bug report might pinpoint a couple of possible problems, but it’s very likely that you won’t have enough information to resolve the issue in 3 minutes.
The best way to deal with vague support queries is to ask a clarifying question, like “Are you experiencing the bug on desktop or mobile?” Otherwise, you risk giving your customer the wrong answer and increasing their frustration without solving their problem.Just because someone dashes off an angry tweet doesn’t mean they’re a bad person, it’s a natural reaction. When people are frustrated they tend to lose their filters, increasing the likelihood that they might leave a less than friendly response.
But trying to explain the situation to a frustrated customer by getting defensive will just make them angrier. Ensure that they know you’re listening to their frustration with a positive, swift, and understanding response.
Whole Foods Market responds to this viral customer complaint by letting everyone know “We hear you” and promising to remedy the problem


I would welcome the newly hired employees and congratulate them on getting the job! I would then explain to them that this is a great job, but it also has its bad days. Just like any other job. I would inform them that they will sometimes come across difficult problems and difficult customers. I would let these employees know that no matter how bad a situation might get, they always need to keep calm and keep their composure. Nothing is worse than a disrespectful employee that doesn’t understand how to deal with a difficult situation. I would ask these employees to put themselves into the frustrated customer’s position to try and understand where they are coming from. Customers may call and start off having an attitude but it is the employee’s job to calm the customer down and help them solve the issues they are having. I would also tell the employees that not every customer will be satisfied at the end of the conversation, but it is the employees target to satisfy the customer every time. Customers may have many widespread issues with the product, being that it may be defective, they were given incorrect information about the product, they don’t like the product, or they may be calling because they’re not sure how to work the product. As a customer service worker, your job is to figure out these customers’ needs and guide them through how to fix the problems at hand. Do your best to stay positive and upbeat. No matter how rude or agitated the customer may get, they are always right. Customers are what keep a company running, and if a company has bad customer service, that company will not run smoothly or may even come to a halt. If an employee cannot answer a customer’s question, they may need the help of a supervisor or manager. Never be afraid to ask your superior questions.


If I were the manger of a customer service department and was orienting new employees, I would first start out by introducing myself and telling them that if they needed anything all they had to do was come to me. I would then get to know them and let them get to know each other. I would tell them how to handle certain situations and show them a series of slide shows and videos on customer service do’s and don’t’s, and how to handle certain situations and customers. If a customer is rude, then stay as calm as you can, and whatever you do don’t talk back. I would also tell them to be positive and don’t come to work mad or sad, leave the attitude and family troubles at home or see a therapist. I would tell them to try to become friends with the customer and to put yourself in their shoes. To make small talk with the customer, and if you see that the customer has had a bad day then try to cheer them up by making them laugh. If the customer has a bad attitude then still talk nice to them as if that attitude was not there at all. I would tell them to most importantly have fun on the job, get you work done, work hard, and be happy.


As a manager, I will make sure the newly hired employees of a customer service department really understand the responsibilities they are about to face. Customer service job, like any other jobs, has its own challenges and employees must be ready for it. Some of these challenges vary in some degree of difficulty. For instance, dealing with unsatisfied customers who have defective products or services or agitated customers who have been waiting for a long time for a CSW to answer her/him or worse, a calm-looking customer who’s obviously iritated to the service. These are all challenging but what makes it possibly much more challenging depends on how a customer service worker deal with the problem.

Make sure to deal with these problems with care. All customers want is for them to be given importance and proper attention by the company and CSWs are the instrument of the company to extend these services to the customers. Most of the challenging situations can be solved by using basic customer service tactics. These are by listening attentively to the concerns of the customers; apologizing sincerely; asking for customer’s cooperation by having clear communication and a positive attitude; and of course by showing the customer how eager you are in resolving the issue. But remember to still depend your actions base on the customer’s personality. Some customers don’t want so much enthusiasm, they just want thing to be done. So just give them what they want and to just remember the rule of thumb: don’t let things get to you personally.

With the right attitude in solving and facing challenges in customer service industry, anything can be manageable. For me, patience, understanding, the willingness to help and being kind are the perfect qualities to have to remain sane in any customer service job.


While preparing new employees for customer service I want to help them understand how to handle difficult situations. There will be many times in your career with customer service that you come across difficult customers. The way you handle the situation determines whether or not you successfully help the customer. When these problems arise you will need to stay calm and unemotional. Do not react to their anger as well as take it personally. Smile and actively listen to your customer’s complaint. Take responsibility as a representative of the company for the mistake at hand. Do your best to resolve this problem with your best ability if you cannot resolve the problem than call some who can promptly. Always make the customers feel like you are on their side. Stay empathetic to your customers throughout the whole proses. Some of these simple tactics go a long way to helping resolve these problems. Take notice in the complaints because some of the same complaints can point to a bigger problem with in the company that needs to be addressed. There will be certain situations that call for employees higher up to deal with. These circumstances should be brought to your supervisor’s attention as quickly as possible. Our goal is to make the customers happy as best we can, to listen to each problem with empathy, and to keep the customer returning.


As a manager I would welcome the newly hired to the customer Service department. I would tell them that I know that they may be nervous and excited, but I wanted to go over a few things with them. I would like for them to be aware that they will encounter customers who would be upset and angry, over products that didn’t work, or poor customer service. As a customer service worker, they must: Stay calm, be patience, always use eye contact, giving the customer your full attention, letting the customer know that you are listening to what they are saying, show them that you are attentive to their problem. Apologize even though you aren’t at fault and assure them they will get a solution to the problem.
If working at a call center Customer Service, should answer the phone with a smile, identify themselves along with the company they are working for. Be friendly, if you must put the customer on hold, explain to them that it may take a while, and you will do your best to solve the problem as quickly as possible. Let them know that you are working on the problem, Apology and inform them that this may take a while. If you must transfer a call explain to the next person what the problem is, so the customer wouldn’t have to repeat their complaint. Let the customer know that they will be transfer to someone that can help them. Ask if they have any question, tell them that you appreciate them being patience with you, then wait until the connection is made, make the introduction, then softly disconnect your call. And always be truthful to the customer.


Being a customer service manager you have many task when it comes to hiring new employees. You have to show and teach them the ins and outs of the job. Training employees how to deal with rude customers is a little tough but you can do it. I will need my employees to understand that rude customers will call or come into the store. I would let the know that customers get rude or angry for a variety of reasons. But since you’re in business to serve your customers, you’ll likely encounter rude or angry individuals at one time or another. How you respond can make the difference between a customer who feels satisfied with the problem and one who promise never to patronize your business again. Some key points that I will share with them are as follow:
Training on the phone
• Don’t Take It Personally. Although angry customers take their frustration out on you, they know that you did not cause their problem.
• Never Argue Back.
• Kill Them with Kindness.
• Be Patient.
• Know How to Apologize
• Solve the Problem
• Relieve Your Stress
• Look the customer in the eye
• Find out what the customer want.
• Treat them how they want to be treated.
• Listen to them
• Empathize we with them
• Partner with them
• Take control of the situation