Shawn's ePortfolio

Human Relations

Customer Service

MKTG 1010-048

“Those who enter to buy, support me.  Those who come to flatter please me.  Those who complain, teach me how I may please others so  that more will come.  Those only hurt me who are displeased but do not complain.  They refuse me permission to correct my errors and thus improve my service.”  – Marshall Field

Besides pasting these assignments in my ePortfolio, I have provided a zipped file of the document as well.

 In our Chapter 3 assignment, we were asked to read a passage in the book "Customer Service: Career Success Through Customer Loyalty" and answer a question.  Found in the following document will be my answer to a question on why it is important to listen and not interrupt customers while they are speaking to you. 

Bite Your Tongue Before Interrupting

Action Tip 6

Interrupting a customer is just about the first thing you learn while working in retail, or just in a customer service position in general.  Their point that they are getting across is important to them- they traveled to the store you are employed at, or dialed a phone number to find something- be it a product, or just good customer service as you provide a service to them- in my case, handling their hard-earned dollars as a banker.  They do not want to be interrupted, speaking from experience.  Also, interrupting a customer and wedge a gap between the employee who is just wanting things to be done as quickly as possible, and the customer who is bringing their business and trust to the institution.

            While on a phone call with customers for Bank of America, if I interrupt the customer while they are displaying their feelings- grief, anger, or frustration- it usually causes the conversation to carry out longer, or, depending on the customer’s level of emotion, or to be escalated to a manager or team leader.  

            Listening to the customer is the biggest key to not interrupting- usually, if we listen to what is being said, we can avoid petty questions that can upset or disorient the customer in what they are trying to get across.  After the customer is done displaying their needs or questions, it is then appropriate to pose clarifying questions to better define exactly what needs to happen.

In our Chapter 9 assignment, we were asked to comment with two paragraphs on a phrase found in our book.  The phrase was, ' "The customer is always right" may not be a good motto.  Better to think about win-win relationships, not who is right and who is wrong.'

Response

The ideas described in the marginal sentences make complete sense.  For a returning customer, I feel that my continual business, over possibly decades, is worth maybe a small loss every once in a while to the business.  If a customer is not satisfied with a product or piece of merchandise, they want their money back.  Simple as that.  Also, knowing that every piece of merchandise will not be returned with dissatisfaction is a motivator for the company to take a small loss at the large gain that the customer will return, satisfied, again.

            I also believe that this quote supports the economy in being sound.  The marketing tactics that businesses and companies use to bait new customers in costs millions, even billions of dollars in money that could be spend creating a happier, returning customer.  A business would, and should, value a returning customer’s wants and needs rather than a potential new customer.  

In our Chapter 10 assignment, we were asked to write a paragraph on a hypothetical restaurant we would like to open.  

My Restaurant           

 I would like to open an American-Diner type restaurant.  I will call it, simply, “Shawn’s”.  The restaurant will serve amazing, juicy burgers will all sorts of trimmings, including the famous A1 Burger- smothered in a secret A1 sauce and onions.  They will also serve great salads and soups, burgers and wraps.  I will exceed customer expectation by amazing the customer while entering with the spotless eating environment.  Employees will be happy to seat and serve customers in front of any of our 50 televisions, which show football, basketball, baseball games live in HD.  When seated, customers will be able to order anything off  of the VERY fairly priced menu, which exceeds their expectations, and also have the option to ‘create my own’ burger.  Choosing 1, 2, or 3 juicy beef patties, and any of the 50 toppings offered including vegetables, cheeses, and some other things that may seem a little strange, but still delicious.  Customers will receive award-winning customer service in drink refills, any sort of extras needed at the table, and also a complimentary dessert on their first visit.  Customer service satisfaction surveys will be an option at the time of payment, where a customer may receive an extra benefit after filling out the survey.  The restaurant will also offer monthly coupons to ‘Shawn’s Friends’ who sign up online on the easy-to-use website.  Bon-Appetite!