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"Education is the most powerful weapon which you can use to change the world”
– Nelson Mandela

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Unit 3 Discussion Question

Unit 3 Discussion Question

Q After you have completed this unit, please post with >3 paragraphs based on the reading material and respond to at least two of your peers on the following topics in this discussion, with ONE of the responses having a DIFFERENT point of view. A different point of view DOES NOT necessarily mean that you are disagreeing with them. Let’s face it, dealing with disgruntled/angry customers is a common-place occurrence anymore. Whether you are the CSW having to endure it or the CSW unleashing on you when you have expressed displeasure with a product or service. Pick a SPECIFIC example to compare and contrast what steps you took in how you previously handled this type of situation vs. how you would handle it now based on this unit’s reading.

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Yes, I totally agree with the above-mentioned statement, dealing with disgruntled and angry customers is a very common occurrence being a customer service worker. Such situations arise when there are some customer problems. The customer might also get very difficult to handle, demanding, angry and rude at such a point. Sometimes, to handle the situation, we might also need to call up for security. It can also be found that often the difficult customers aren’t even expressing their frustration with us. It is because of their emotions tied to external stimuli. In such situations, a CSW can definitely work out by showering great communication skills and even by using psychological tips for managing difficult customers (Van Hook, 2021).