Copyright Goodheart-Willcox Co., Inc. May not be reproduced or posted to a publicly accessible website. Chapter 8 Consumer Services 61 Practicing Customer Service Activity E Name______________________________________________________________ Chapter 8 Date___________________________ Period____________________________ Customer service representatives are responsible for handling consumer complaints. These professionals know how to calmly and politely resolve consumer issues and problems. Read the following customer service scenarios. Then explain how you would handle each situation. Scenario 1 A customer calls and berates you for the poor service he received when doing business with your company. You explain to the customer that you need to know the exact nature of his complaint so you can take care of the problem. The customer then screams at you that you cannot do anything and he wants to talk to your manager. What do you do? _________________________________________________________________________________________________________ _________________________________________________________________________________________________________ _________________________________________________________________________________________________________ _________________________________________________________________________________________________________ _________________________________________________________________________________________________________ _________________________________________________________________________________________________________ Scenario 2 Carrie is on her way to the break room when a customer asks her about the sale price of a pair of shoes on display. Carrie responds, “That’s not my department,” and continues on her way to the break room. What should Carrie have done differently? _________________________________________________________________________________________________________ _________________________________________________________________________________________________________ _________________________________________________________________________________________________________ _________________________________________________________________________________________________________ _________________________________________________________________________________________________________ _________________________________________________________________________________________________________ Scenario 3 You are a clerk at a shoe store. A customer returns a pair of shoes and wants a refund. The shoes have been worn and the sole is dirty. How do you respond? _________________________________________________________________________________________________________ _________________________________________________________________________________________________________ _________________________________________________________________________________________________________ _________________________________________________________________________________________________________ _________________________________________________________________________________________________________ _________________________________________________________________________________________________________ (Continued)