Customer Service Argumentative Essay Example

the Problem, offers valuable assistance in handling customer interactions. It is crucial for all employees to adopt this approach when dealing with customer concerns in order to ensure a positive outcome. Overall, adopting an effective problem-solving approach involves treating individuals according to their preferences.

It is vital for the success of the customer service department to have a competent and well-trained staff. Based on my experience, it is easier to handle customers when employees are given guidance but allowed to use their own methods that match their personality and the customer's personality. The employee should listen attentively without interrupting, while also maintaining a calm demeanor during interactions to actively engage in discussions with customers.

To effectively respond to the customer, one must demonstrate understanding and empathy towards their concerns. It is important to carefully analyze the problem, distinguishing assumptions, facts, generalizations, and emotions. The focus should be on uncovering the precise details and avoiding any inclination to assign blame. Additionally, it is essential to accurately assess the individual's underlying issue. Are they genuinely angered by the ongoing situation or simply in a negative state of mind, seeking an outlet for their problems?

To ensure customer satisfaction, it is important to ask what can be done to make them happy before leaving or ending a call. Taking full responsibility, finding a solution, and providing the customer with what they deserve are crucial. If possible, immediate action should be taken, as this will make the customer feel valued and increase their level of satisfaction. In some cases, allowing the customer to speak to someone in authority can easily resolve the issue.

It is crucial to raise satisfaction

levels and acknowledge the feeling of importance. Avoiding viewing the problem as unsolvable is important because dissatisfied customers often share their dissatisfaction with others, which can further harm the business. A good approach is assuring customers that measures will be taken to prevent the problem from happening again. When customers believe that their feedback can impact the business, employees can make a significant difference. Many companies understand that effective service recovery improves customer loyalty.

Retaining a current customer is more cost-effective than acquiring a new one. However, if poorly implemented, strategies can increase customer frustration. One effective approach involves emphasizing the customer's importance and the significance of their call to the company but then subjecting them to an indefinite hold period. This tactic adds to their annoyance as a repetitive recorded message interrupts the irritating elevator music, constantly reminding them of the call's importance during their wait.

Despite the importance of this call, I find myself waiting on hold for an hour. The practice of transferring customers between departments can result in frustration towards all departments rather than just one employee. This can cause customers to perceive the entire company as unskilled and unhelpful, whereas dealing with one employee may not create such a negative perception. Furthermore, repeatedly making the customer explain their issue only serves to increase their anger. Keeping a customer on hold for a long time and suddenly disconnecting them is one of the most effective ways to infuriate them.

The inconvenience of having to call back and wait on hold again highlights the issue of miscommunication. An example illustrating this problem is a letter I wrote to Wal-Mart (refer to Appendix

1). It is advised that all members of the customer service department should have proficient English language skills, without any racial bias. Customers become frustrated when they have to repeat and clarify their concerns multiple times and still feel misunderstood. Effective communication requires establishing a connection between both the employee and the customer.

Having a shared language and culture can foster strong bonds that are vital for maintaining positive relationships. It is essential to refrain from blaming the customer, even though the notion of "the customer is always right" may not be entirely accurate. While it is generally advisable to treat customers as if they are correct, there are instances when their behavior cannot be tolerated. Despite customers having the right to feel in control, they may occasionally make mistakes and struggle to accept evidence of their errors.

It is advisable to make efforts to improve the customer's feelings about a situation even when they are wrong. Rejecting a customer means essentially turning away their business, as this is typically the outcome. Having clear return policies and warranties can safeguard the business. Majority of individuals are reasonable and seek what they are entitled to. However, a small portion of customers cannot be assisted and remain dissatisfied. Certain customers incessantly complain and disrupt others' well-being.

Despite the continuous efforts made to assist customers, they often display disrespectful behavior towards employees. This includes expressing their dissatisfaction loudly and using offensive language. However, it is important to handle such situations carefully as ceasing service for these customers should only be considered in extreme cases. Exceptional service should be provided to all customers unless absolutely necessary. It is crucial

to refrain from responding with anger or abuse when a customer is deemed unworthy of further assistance, whether verbally or physically. Although it may be tempting to retaliate aggressively and tell them where they can put their complaints, the reputation of the business must still be maintained.

Informing them that there is no alternative solution available for discontinuing their business is significant. It is also essential to acknowledge another group of individuals who opt not to complain when dissatisfied. Before this project, I had never written a complaint letter to any company, regardless of my unhappiness. Nevertheless, I did not stay completely silent. Instead, I would express my dissatisfaction with others and influence their choices in the same way others have influenced mine.

As someone belonging to the group of customers that companies have difficulty locating, I recognize the significance of dealing with customer dissatisfaction. Research indicates that dissatisfied customers typically share their negative experiences with a considerable number of individuals. To overcome the difficulty of identifying seemingly satisfied but quiet customers, companies should actively promote comments and complaints. Encouraging feedback enables companies to collect insights from various individuals, including those who are not assertive in expressing their desires and requirements.

Demonstrating to silent customers that you value their opinions and are committed to making necessary improvements to address their dissatisfaction is an effective strategy to win back potentially overlooked customers. Going beyond normal expectations is another means of guaranteeing customer satisfaction. Surprising customers with unexpected gestures is an excellent way to maintain high levels of satisfaction and enhance the company's visibility in the market. Offering incentives like complimentary items, discounts, and coupons are some

obvious approaches to achieve this goal.

Additional services provided by retail stores include gift wrapping, delivery, and complimentary samples. A crucial element of delivering exceptional customer service is fostering a welcoming environment where employees warmly greet customers upon their arrival at the store, expressing genuine sincerity through their smiles. Unfortunately, customer service in America has experienced a decline recently. This decline can be attributed to deregulation across multiple industries, often leading to disregard for consumer rights. In fact, certain companies have been exempted from State Consumer Protection Laws as a result of this deregulation. Furthermore, the current challenging economic conditions have had an impact on how customers are treated.

In times of economic downturn, companies often make cuts, with customer service being one of the first departments affected. Unfortunately, the importance of customer care is often disregarded in these budget cuts. It is crucial for management to acknowledge that this disregard will have consequences on the company's sales and reputation. Despite the advancements in technology being seen as positive, they have been a great disappointment and source of frustration for consumers. The constant progress of technology brings about benefits such as automated voices that can handle calls and address customer queries, thereby reducing the need for employees and saving the company money.

The cost of implementing and maintaining the new technology may exceed financial expenses. I have conversed with these "computers" and received responses to my inquiries. However, there have been occasions where the computer was unaware of what I meant, prompting it to request a restatement of my question. This issue could easily be resolved if the computer could be programmed to transfer me

to a human representative when unable to assist. Can you believe that some customers actually prefer communicating with other humans?

What should be the solution for my eighty-five year old grandma who fails to understand that she is conversing with an automated system? She constantly complains about the lady on the phone being impolite and not comprehending her. Should we limit phone usage for older individuals? Should they lose phone privileges at seventy? Despite advancements in technology, it is crucial to ensure customer satisfaction in customer service. Adopting an automated service to handle calls, rather than directly addressing the problem, would be a more logical approach.

Now, the general concepts of modern day customer service have been explained, emphasizing both the positives and negatives involved. Moving on to the next part of the analysis, the responses from the individual letters written are considered. Different forms of letters were planned to be written, taking into account factors such as tone, extent of problem, and the amount of time spent writing each letter. However, upon researching customer service departments, it became apparent that each company trains their representatives to handle problems in a specific manner.

The industry in which a company operates greatly affects its approach and level of concern. When dealing with customer issues, there is a standard protocol to follow. Writing a letter or sending an email is the quickest and least stressful option for customers. However, letters can be overlooked or misunderstandings may arise due to unclear problems. The most effective approach is to address the issue face-to-face, guaranteeing the highest satisfaction level but also consuming more time and causing frustration.

Despite the phone

being a more efficient means of communication than a letter, it can also be frustrating due to technological advancements and customer service representative issues. However, given the challenge of complaining to over seventy-five companies in three months, I chose the letter and email method as it was more feasible. Visiting each company or spending numerous hours on the phone was not possible within this timeframe (See Appendix 2). The letters I wrote conveyed a serious and deeply upset tone.

In an attempt to appear as someone who only complains about significant issues and to leave companies unsure about my future patronage, I made an effort to come across as knowledgeable and well-informed about the specific businesses. For instance, my letter to Target Corporation (See Appendix 3) bears resemblances to the previous letter regarding Wal-Mart that you have already read. Nevertheless, I specifically mentioned Target's customer service policy to effectively convey my message. If my letter had been carefully read, the gravity of my complaint would have been evident.