Question

Using a report format, describe an unsatisfactory encounter you recently experienced with
(a) a low-contact service provider via e-mail, mail or phone and (b) a high-contact, face-to-face service provider. What were the key drivers of your dissatisfaction with these encounters? In each instance, what could the service provider have done to improve the service? min 1000 words

Answer 1

The below mentioned are the customer complaint forms which were filled by myself at the stores where the respective incidents happened. These forms includes the nature of the issue, current status of the issue, issue type and how it was resolved etc.  

a) Low-contact service provider via e-mail and phone

Customer Service Report

CSR No. AB1121		Customer name:
Date: 04/04/2020		Address
Status: Resolved	Complaint Via: E-mail	City, ST ZIP Code; San Francisco, CA 94112
Instructions from: Store Manager		On 05/04/2020

Category of Product: FMCG- Organic Foods

Problem reported: 04/01/2020

Problem Nature: Expired Food Product Sold-- The food product named Organic Moringa seeds was purchased from your store located on Market Street. San Francisco, CA on 04/01/2020. Later, I realized this product was an expired one. I emailed the customer care center where I didn’t receive any response on the procedure of the return. So, the next day I decided to call. The CSR who attended the call was rude towards me and he abruptly disconnected the call.

Customer Feedback: SATISFIED_ 7/10 overall performance

Remarks: The manager was good. He accepted the replacement of the product with a 10% discount on my next purchase. Please train your staffs to be polite with the customers
Please rate this service by choosing an option: 7/10

APPROVED BY:

Name		Designation
Phone | Fax		Email
Signature		Date

Place San Francisco, CA

b) High-contact, face-to-face service

Customer Service Report

CSR No. AB2198		Customer name:
Date: 04/04/2020		Address
Status: Resolved	Complaint Via: Direct Compliant	City, ST ZIP Code; Los Angeles, CA 99007
Instructions from: Store Manager		On 05/04/2020

Category of Product: Non FMCG, Beard Trimmer

Problem reported: 04/01/2020
Problem Nature: The Trimmer was purchased at the store at Wilshire Blvd, Los Angeles, CA and later found to be defective and not working. I came to the store to return the product at 09:00PM where the CSR was unable to accept the product and initiate the return. The reason being told was system was unstable.

Customer Feedback: Poor response by the company_ 7/10 overall performance

Remarks: Replaced product with store credits only. Please train your staffs to be polite with the customers
Please rate this service by choosing an option: Dissatisfied, 4/10

APPROVED BY:

Name		Designation
Phone | Fax		Email
Signature		Date

Place Los Angeles, CA

According to me, there are two main factors which led to dissatisfaction in these two cases. They are

· Rude Staff behavior

· Not listening to Customers

I have explained this in brief along with the solutions which could have made the situation better.

Rude Staff.

This is the main factor of dissatisfaction on the first case which involved the low contact vendor. The customer service executive not in a mood to serve the purpose. It sounded me that the team wanted to evade from this issue by not replying my email. This made me to escalate the issue further.

Solution- What could have been done on this situation

They could have made these situations better by training their staffs on the good strategy to keep a watch on the employee’s behavior who interact with the customers via, email and telephone. Ignoring these kinds of complaints may become a great initiation factor for the customers to complain publicly and also tell the whole world about the poor customer service quality.

Not Listening to Customers

This is the reason I got irritated in the second case where I purchased a beard trimmer. In this case, when I went back to the store explained to the salesperson (CSR) who was handling the returns. The CSR was already in a mood to windup his shift and was not ready to attend my case. He never listened to me and said lame excuses like “the computer crashed”, “System is down”. Myself being a loyal customer of that place for 30 years got disappointed for the situation which made me to escalate to the manager.

Solution- What could have been done on this situation

Trainings should be provided by the organizations to the employees, especially the ones who handle the returns in a way they should be able to convince the client. These situations can sometimes be even genuine and can involve a server crash, by this time the employees should be able to convince the client in a way that they are not disappointed. The employees can at least give a ticket which is raised on the issue, which would give hope to the customer.

Thanks & Goodluck!!!