Describe a customer service situation where both the customer and the service provider ended up winning.
Customer service is the provision of different services for customers to fulfill their need in some good and guarantee their satisfaction. However, not only the satisfaction of a customer should be achieved. There is an ideal situation in which both a customer and a service provider are happy. I experienced the situation of this sort. There was a misconception connected with the price of a good.
The price on the marking label was not the same as the price in the check. It was much higher. Having noticed it, I drew a shop assistants attention to this fact. She consulted with the price list and corrected the price. This situation is a good example of how both the customer and the service provider end up winning. I paid less, and the shop assistant corrected the mistake. It would help to avoid the same misconception in the future.
Describe a customer service situation where the customer won at the expense of the service provider.
However, there are situations when a customer wins at the expense of a service provider. The friend of mine addressed a building contractor in order to build a house. The house was built within timeframes and in accordance with a plan. However, it turned out that some serious problems appeared while living in this house. First of all, the majority of problems was connected with foozles made while building this house.
That is why my friend addressed the same company asking them to correct the situation. They refused to do it. Being sure in the building contractors fault, he went to law against them and won a case. The company had to rebuild his house and pay him money. It is the case when a service provider loses and bleeds cash. Such situations should be avoided as they destroy the image of service providers and promote mistrust between them and customers.
Describe a customer service situation where the customer lost at the expense of the service provider.
Unfortunately, very often, there are situations when customers lose, and service providers win at the expense of them. There was such a situation in my own experience. I hired a bike in order to make a voyage. However, I had not noticed some damage done to it. At the end of the day, I came to give it back.
There was a traditional procedure of examination of the bike. This damage was noticed. I was not able to prove that it was not my fault as I did not draw the service suppliers attention to this fact in the morning, that is why I had to pay the fine off. Such situations are very disappointing, and they promote the decrease of demand for service.
Describe a customer service situation where the customer where both the customer and service provider ended up losing.
However, the worst is the situation when both a customer and a service provider end up losing. Unfortunately, they happen not so seldom. It is possible to support this statement with clear evidence. The customer ordered a sculpture from a company. The sculpture was made in time and delivered to the customer. However, it was not that type of sculpture the customer expected. Its look and some peculiarities did not satisfy him.
That is why the customer refused to pay. Being disappointed with this failure, the service provider refused to correct the sculpture or create a new one. This is the situation in which both sides lose. The customer did not get his needed order in time and the service provider spent his costs in vain. Such situations should be avoided as they do not promote the development of trade.