Customer Service Cases
Andres Romero
Chapter 3 - Consider this Case
The Boss’s Great Idea (pg. 57)
1. What should Mario do to get his employees thinking about the better listening ideas described in the chart?
What Mario should do to get his employees thinking about the better listening ideas is to make a quick meeting before work and altogether read the better ideas and create scenarios for each one to give examples as to what is meant by each one.
2. How likely is it that people will recognize and change their behaviors based on this brief sage? What else could Mario do?
It is likely that by doing this the employees will recognize and change the behaviors. Another way to reassure they do is by giving incentives to the best customer service performer during a period of time such as a gift card or VIP parking space.
3. What do you think of Marilyn’s listening, based on this brief description? Do you know people who communicate like she did? How do you react?
I think from the brief description that Marilyn is a horrible listener. Thankfully I do not know people like that because I do not allow myself, but if someone were to communicate like that I would not respond nor comply so the person understands that is not a productive and positive way of communicating.
4. To what extent are your own listening skills reflective of the poor or effective listener described in the chart?
My listening skills are reflective of the effective side of listening as to I comply with almost all of the characteristics in the chart of the effective listener.
Consider This Case (pg. 76) - Chapter 4
Critique this Call
1. What was accomplished by Dallin’s greeting?
A sense of direction and clearing up confusion, also making them feel good by being politely greeted.
2. What did Kristine fail to do in her opening remarks?
Kristine failed to say exactly what she wanted and she was also not prepared to ask the question she needed to find the answer.
3. What information did Kristine need to make
Chapter 3 - Consider this Case
The Boss’s Great Idea (pg. 57)
1. What should Mario do to get his employees thinking about the better listening ideas described in the chart?
What Mario should do to get his employees thinking about the better listening ideas is to make a quick meeting before work and altogether read the better ideas and create scenarios for each one to give examples as to what is meant by each one.
2. How likely is it that people will recognize and change their behaviors based on this brief sage? What else could Mario do?
It is likely that by doing this the employees will recognize and change the behaviors. Another way to reassure they do is by giving incentives to the best customer service performer during a period of time such as a gift card or VIP parking space.
3. What do you think of Marilyn’s listening, based on this brief description? Do you know people who communicate like she did? How do you react?
I think from the brief description that Marilyn is a horrible listener. Thankfully I do not know people like that because I do not allow myself, but if someone were to communicate like that I would not respond nor comply so the person understands that is not a productive and positive way of communicating.
4. To what extent are your own listening skills reflective of the poor or effective listener described in the chart?
My listening skills are reflective of the effective side of listening as to I comply with almost all of the characteristics in the chart of the effective listener.
Consider This Case (pg. 76) - Chapter 4
Critique this Call
1. What was accomplished by Dallin’s greeting?
A sense of direction and clearing up confusion, also making them feel good by being politely greeted.
2. What did Kristine fail to do in her opening remarks?
Kristine failed to say exactly what she wanted and she was also not prepared to ask the question she needed to find the answer.
3. What information did Kristine need to make