Read the scenario and then respond to the checklist items He

Read the scenario and then respond to the checklist items.

Hello CSR,

I just ordered towels and cannot seem to get the website to provide assurance that the color of these items I chose are in fact the items that are going to arrive. Also, I got no confirmation the order went through. Can you assist since I need these as soon as possible?

Ral

Checklist: Describe the following:

Define the customer service problem using your CSR Tool Belt.

How would the CSR resolve the problem from the customer\'s perspective using the CSR Tool Belt?

How could this company ensure customer defined service going forward? What would they need to change and why?

Solution

Define the customer service problem using your CSR Tool Belt.

The customer´s problems are 2, first of all he says there is no assurance that the system recognize the color of the towels he chose and there is no assurance that the order went through.

How would the CSR resolve the problem from the customer\'s perspective using the CSR Tool Belt?

CSR would need to provide an assurance to help statement to the customer and review the information of the order on the company´s system where he is able to track all the orders and display detail information. If the order is not showing the correct colors CSR can update it and send a confirmation email to the customer saying the order was processed correctly with the desire colors.

How could this company ensure customer defined service going forward? What would they need to change and why?

They need to update their system so that when the customers are about to pay for their products there is a confirmation of the product type, size and quantity and any other specification like on this case the color, also the customers need to receive an email as soon as their order is processed and another email with the shipping information so they can track it online, this will avoid calls to CSR asking where is the package