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When the customer approaches him with the idea of talking to the manager because the Customer service representative had failed to communicate effectively, he fails to handle the customer. In this scenario, he should have approached the customer with a wide range of options and solutions through clear statements so that the customer can choose the solution suitably. Having background knowledge is an essential requirement for customer service representatives, from the podcast, it is clear that the attendant did not have any background knowledge on the product the customer was talking about or its functionality. His interaction is evident that the attendant made a quick judgment about the problem the customer had presented, he narrowed his judgment to the idea that the customer may have damaged the laptop.

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Coursework (58 pages)
Business
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Face-to-Face with Customer Service

LitTeacher1
This authors's rating is: 4.5 (166 reviews)

21 in Business

241 completed projects

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