Poor vs Great Customer Service

Odyssey Training

29 Aug 201802:09

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

00:00

😕 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

Customer service refers to the assistance and support provided to customers by a business, typically in response to their inquiries or issues. In the video, the theme of poor customer service is evident when the customer faces difficulties in returning a product and getting a timely response from the company's office. The customer's frustration is highlighted when they say, 'this is terrible customer service.'

💡Email

Email is a method of communication used to send and receive messages over the internet. In the script, the customer is advised to use email for their concerns, as one employee states, 'you have to email it through and someone will get back to you when they can.' This shows the reliance on digital communication in customer service processes.

💡Online Team

An online team refers to a group of individuals who work together to provide services or support through the internet. The script mentions an 'online team' that handles customer issues, indicating the company's use of digital platforms to manage customer relations.

💡Department

A department is a division within an organization that has specific responsibilities or functions. The script includes a line, 'that's not in my department,' which underscores the compartmentalization of roles within a company and the potential limitations it can create for customers seeking assistance.

💡Refund

A refund is the act of returning money paid for a product or service that is not accepted or is unsatisfactory. The video's narrative revolves around the customer's attempt to get a refund, as evidenced by the line, '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.'

💡Credit Card

A credit card is a payment card issued by a financial institution that allows cardholders to borrow funds to make purchases. In the script, the customer's purchase was made using a credit card, and they request the refund to be credited back to it, as shown in the line, 'would you like that refund back on to the credit card.'

💡Business Days

Business days are weekdays, excluding weekends and public holidays, during which businesses typically operate. The script mentions 'within 10 business days,' indicating the time frame the customer should expect for their refund process to be completed.

💡Lodge a Dispute

To lodge a dispute means to formally raise an objection or complaint. In the video, the customer is informed about an 'online chat room' where they can lodge their dispute, suggesting a formal process for addressing customer grievances.

💡Manager

A manager is a person who is responsible for controlling or administering an organization or group. The customer seeks to speak with a manager in the script, as indicated by 'is there not a manager or someone that I could talk to,' showing their attempt to escalate the issue to a higher authority.

💡Purchase

A purchase refers to the acquisition of goods or services in exchange for payment. The script mentions a 'purchase on the weekend,' which is the transaction the customer is seeking to return and get a refund for.

💡Office

An office is a room or set of rooms where business or administrative work is conducted. In the script, the customer visits the office in an attempt to resolve their issue, as shown in the line, 'I thought I'd just pop into the 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.