Customer Service Weekly Activity February 4, 2015

Introductory Video Video about the effects of not being assertive when dealing with customers Link: https://www.youtube.com/watch?v=hAjzvy94JsM

Group Dynamics Activity “I Feel For You!”

Scenario 1: Customer: “I had a shipment transaction earlier in your branch near our office; however, when I got home I noticed that the name of my consignee in the receipt is incorrect. I know I misspelled her name. What can you do to help me? My mother needs the medicine by tomorrow. I just got home from work and I am tired and sleepy due to my night shift schedule.” CSR: “You need to go back to the branch.”

Scenario 2: Customer: “It’s already 7:25pm and your pick-up team is still not here. When I called in previously to book for a pick-up, your agent told me that the schedule is only until 7pm. I need to leave now for my work. What should I do?” CSR: “This is a case of missed pick-up, Sir.”

Scenario 3: Customer: “How come my address has been tagged by your delivery team as incorrect, when in fact they were able to deliver here before? I need the shipment asap since it contains a costume that will be used by my daughter on their school activity by tomorrow.” CSR: “I’ll check with our delivery team.”

Scenario 4: Customer: “I waited the entire day yesterday for the delivery of remittance but I did not hear anything from LBC, and nobody showed up to deliver it. The money will be used for my father’s operation. We need it badly. I don’t care if your delivery team indicated there that they lack man power.” CSR: “I will report this to our delivery team.”

Scenario 5: Customer: “I was booked for a pick-up today and I was surprised when your pick-up Team told me that they will not accept the package because it is prohibited. When I called your hotline to book for a pick-up the agent told me that Alfonso Brandy is acceptable for shipment to London, as long as it’s not more than 5 liters. The shipment is requested by my boss and I already told him that it’s possible. I will lose my job because of you guys.” CSR: “As confirmed, it is really prohibited, Ma’am.”

Samuel Langhorne Clemens (November 30, 1835 – April 21, 1910),[1] better known by his pen name Mark Twain, was an American author and humorist. He wrote The Adventures of Tom Sawyer (1876) and its sequel, Adventures of Huckleberry Finn (1885),[2] the latter often called "the Great American Novel".

Closing Video When you don’t give up, YOU CANNOT FAIL! Link: https://www.youtube.com/watch?v=kZlXWp6vFdE

Thank you!