Explain what you would do professionally to de-escalate the following situations.
Use clear steps and give details (40-70 words per question).
1. A lady comes into the store, and she is angry that the cashier has denied her
coupons; they are a year expired. I would
try to explain to the lady that her coupon is expired . The important moment
here is to show my care and display understanding to the person.If she will
continue to insist using her coupon, it would be better for both parties to
agree with her . Otherwise this situation can cause to larger scale and other
customers shouldn’t hear this negotiation. Sometimes we have to break the
instructions (protocols) in order to keep a good service and reputation of a
company. For me as employee of this shop would be important to remain by
this woman a good impression of the service and retain her as a
customer.What differentiates a good employee from a bad one is the ability
to make quick and correct decisions independently. For situations such as
this, service training should be conducted for employees. Customer service
training is a program to build employees' understanding of the proper ways
to interact with customers. To have effective interactions with all customers,
employees would benefit from a training program that teaches the skills,
knowledge and tools they'll need.Customer service training also gives
employees confidence in their work. The ultimate goal is for customers to
have a positive impression of the company based on the experience they had
with its customer service team
2. Your hotel only has four rooms left, but on the phone, a very angry assistant
is trying to book five rooms- demanding that you cancel the room for another
customer. I would apologize and explain that this is impossible and all guests
are accommodated strictly according their reservations with regard to
availability. I would offer to call other hotels in town.
3. You are tasked with calming down an angry customer- they don’t like their
food and they are accusing the server of tampering with the food. I would
don’t argue with them, I would assume that they may be looking for the way
to get food with discount. I would propose them to replace their meal and
would personally control processing of cooking their food . If they will still
unsatisfied, I would offer them discount or compliment for example bottle of
wine or dessert.
4. You work for a taxi company- the customer is complaining that not only did a
taxi driver take them the ‘long way’, but then dropped them off at the wrong
place.I would speak and investigate this situation with a taxi driver first, and
if it’s his fault, I will offer a refund a money to a customer or discount 20% for
one year for all trips.
5. You are a manager for a hotel- a customer is angry about a smoking ‘cleaning
charge’ when they insist that they didn’t smoke in the room. The room,
however, does smell like smoke. I would speak with house keeping supervisor
and investigate , who has cleaned the room after check out and if the room
was properly cleaned and inspected .
6. You work for a car rental company and a customer is furious about the fact
that the car type they paid for is no longer available, and they were asked to
drive a cheaper car. I would apologize for this inconvenience and would show
my care and understanding and will offer them 30% discount and $20 coupon
for Amazon.
7. You work at a diner, and a man is screaming at the server, saying that she is
extremely rude (she wasn’t being rude). I would call the manager and say to
him that the server wasn’t rude and this is just a scandalous man . I I’m a
manager at this diner , I would take away a server and personaly serve his
table . I he will continue screaming I will call a security and take him out after
warning.
