Seven Mistakes Service Providers Make When Servicing Customers
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1. Question
50 point(s)Which of the 7 mistakes are depicted in the situation below?
Customer (in a very disappointed tone): So what am I expected to do now? You’ve left me stranded at the 11th hour, with absolutely no recourse.
Service Provider: Sorry, ma’am. I was confident I could do this for you, but things changed midway.
Customer (Starting to get angry): Midway? You had a week to do this, and you’re saying you knew you wouldn’t be able to deliver three days ago?
Service Provider: Yes ma’am. But I could have still got it done if the processing team had gotten their act together. I followed up with them, but they delayed the process.
Customer: (raising their voice) I don’t care! And I will not be stranded because someone in your organization did not pull up their socks. And you…had you told me this earlier, I could have made alternative arrangements. You got me into this mess – now you get me out! You’ve got until tomorrow evening.
Service Provider: Er…ma’am…but…it’s just that….
Customer: Tomorrow evening it is. I’ll expect a call from you.
Service Provider: (weakly): Okay. Let’s see. (Customer hangs up)
Service provider: (Thinking to himself): This is not good. Tomorrow evening is not enough time to turn this around. I’ll talk to my manager and escalate this call. The manager can explain that it will take longer. Nothing more for me to do here.)
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