Poor vs Great Customer Service
Summary
TLDRThe video script presents two contrasting customer service experiences. In the first, a customer struggles to return items via email and faces unhelpful responses from a staff member who insists that all issues must be handled online. In the second, another customer receives prompt and courteous service when visiting the office to return an item, with the staff member efficiently processing a refund and providing a positive experience. This highlights the impact of effective customer service on customer satisfaction.
Takeaways
- 😕 The customer is facing difficulty in getting in touch with the office to return a product and feels the customer service is unhelpful.
- 📧 The customer has tried emailing but has not received a satisfactory response from the company.
- 🚫 The representative states that all return processes must be done online and they cannot assist with the return in person.
- 🕒 The representative mentions a 24-hour turnaround time for email responses, but the customer has not received a reply yet.
- 🏢 The office seems understaffed, with the representative being the only one present and unable to leave their post.
- 🙅♀️ The representative is unable to connect the customer with a manager or someone who can help with the return issue.
- 💬 There is an online chat room available for customers to lodge disputes, but no immediate assistance is available in person.
- 🛒 The representative offers help with purchasing but not with returns, which is not the customer's current need.
- 🤝 The second customer interaction shows a more helpful approach, with the representative offering to process a refund.
- 💳 The refund process involves looking up the customer's details and processing the refund back to the original credit card used for purchase.
- 📅 The expected time frame for the refund to be completed is within 10 business days.
Q & A
What is the main issue the customer is facing in the beginning of the script?
-The customer is trying to return an item but is having difficulty getting in touch with the office and receiving a response to their emails.
How does the customer service representative initially respond to the customer's request for help?
-The representative suggests that the customer must email their request and that someone will get back to them when they can.
What is the customer service representative's response when the customer asks about the time frame for a response?
-The representative states that Emma deducted and that it's not in their department, suggesting they can't help with the time frame and the customer needs to do it online.
What does the customer ask about hiring someone to help with their issue?
-The customer inquires if there is someone that could be hired to assist them, to which the representative responds that everything is done online and they can't help with that.
Why does the customer service representative say they can't leave their post?
-The representative mentions that they are the only one there and haven't had lunch, implying they can't leave their post due to being the sole person available.
What alternative does the customer service representative suggest for the customer to lodge a dispute?
-The representative suggests using the online chat room to lodge the dispute.
What does the customer express dissatisfaction with regarding the service?
-The customer expresses dissatisfaction with the customer service, stating it is terrible and they would like to speak with a manager.
What is the second customer's issue in the script?
-The second customer wants a refund for an item they purchased for their husband, which he has already received.
How does the customer service handle the second customer's request for a refund?
-The customer service representative looks up the customer's details, confirms the purchase, and processes the refund, stating it will be back on the credit card within 10 business days.
What is the turnaround time for the refund according to the customer service representative?
-The representative mentions that the usual turnaround time for a refund is 24 hours, but it will be processed within 10 business days.
How does the second customer's experience differ from the first customer's?
-The second customer receives a more direct and helpful response, with the representative actively assisting in processing the refund, unlike the first customer who was given less assistance.
Outlines
😕 Frustrated Customer and Unhelpful Staff
The video begins with a customer expressing frustration over not being able to return an item through the office. Despite emailing multiple times, no one responded. The staff member explains that returns are handled online and cannot provide further assistance or escalate the issue to a manager, as they are the only person available and busy. The customer is dissatisfied with the service, criticizing the poor customer support before ending the call.
🙂 Positive Customer Service Interaction
In contrast, the next scene depicts a more positive customer service experience. Another customer, who bought a product for her husband, seeks a refund in person after not receiving a response online. The staff member apologizes for the delay and promptly assists her. They confirm the purchase details and process the refund, which will be credited back to her credit card within ten business days. The customer appreciates the efficient service and leaves satisfied.
Mindmap
Keywords
💡Customer Service
💡Online Team
💡Department
💡Refund
💡Credit Card
💡Business Days
💡Lodge a Dispute
💡Manager
💡Purchase
💡Office
Highlights
Customer attempts to return an item but faces difficulty in getting assistance.
Customer service representative suggests emailing the issue, but the customer has already tried that without success.
Representative states that returns must be processed online and they cannot assist with it in person.
Customer expresses frustration with the lack of helpfulness and asks to speak with a manager.
Representative informs the customer about an online chat room for lodging disputes but cannot provide immediate assistance.
Customer expresses dissatisfaction with the customer service experience.
Second customer calls in to inquire about a refund for a recent purchase.
Representative confirms the possibility of a refund and asks the customer to provide details for processing.
Customer provides their name, Cherie Montgomery, for the refund process.
Representative locates the customer's purchase and confirms the refund will be processed back to the credit card used.
Refund is expected to be completed within 10 business days.
Customer expresses satisfaction with the refund process and thanks the representative.
First customer's experience highlights the challenges of dealing with online-only customer service.
Second customer's experience shows a more positive interaction with the customer service representative.
The contrast between the two customer service experiences emphasizes the importance of effective communication and assistance.
The transcript illustrates the potential frustrations customers face when seeking refunds or returns through online channels.
The representative's inability to help the first customer in person may indicate limitations in the company's customer service approach.
The online chat room mentioned as an alternative for lodging disputes suggests a move towards digital solutions in customer service.
The second customer's successful refund request demonstrates the potential efficiency of online customer service when it functions well.
The representative's assurance of a refund within a specific time frame provides clarity and sets customer expectations.
Transcripts
[Music]
hi I'm been trying to get in touch with
your office to return these but nobody
seems to be happy to drive you emailing
us yes I have emails okay well that's
what you can do you have to email it
through and someone will go back to you
when they can and right would be the
time frame well Emma deducted and that's
not in my department I can't help you
you need to do it online so is there
someone that you might be able to hire
it was very latest can't help you it's
all done online within our online team I
don't know what more you want me to do
is that maybe you can ask somebody if
they could help
we won't know because I'm the only one
here and I haven't had lunch and I can't
leave so you're just gonna have to go
back online wait for someone to call you
and go from there this isn't my area if
you want to buy something I can help you
okay this is terrible customer service
is there not a manager or someone that I
could talk we do have an on online chat
room that you can lodge your dispute
with but I don't have anyone here that
you can speak with okay well I'll need
to follow this up with someone and thank
you for not being helpful okay great
thank you very much have a lovely day
bye hello how are you
thanks how are you thank you I'm just
returned this place I've bought one for
my husband on the weekend and he's
already received it so is there a
possible that I could get a refund for
that yeah absolutely how'd you like
something online you I did but nobody
seems to have gotten back to me yet so I
thought I'd just pop into the office
okay story about that usually I turn
around is 24 hours but I can definitely
help you with that
I can't create thankfully he'll just
look up some of your details here what
was your name Cherie Montgomery perfect
I can see you purchase that on the
weekend with the credit card and would
you like that refund back on to the
credit card that would be wonderful
wonderful I can take care of that from
here in your we'll see about within 10
business days is there anything else I
can no that's wonderful thank you hope
you have a great day
[Music]
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