Poor vs Great Customer Service

Summary

The 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.