Business > CASE STUDY > Assignment Unit08.docx MT221 Dealing Effectively and Ethically With Angry Customers P (All)

Assignment Unit08.docx MT221 Dealing Effectively and Ethically With Angry Customers P

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Assignment_Unit08.docx MT221 Dealing Effectively and Ethically With Angry Customers Purdue University Global MT221: Customer Service The customer service representative at Groton airport did no... t care about the plight of the customer. The customer care representative did not show sympathy to the distressed customer. The customer care attendant told the customer that he needs to calm down in a harsh tone, making the customer more upset. The customer care representative dismissed the customer. The customer care representative told the customer that there is nothing they can do and tell the customer to look into other airlines. Showing the customer that they cannot help them further will make the customer even more disappointed. The customer care also told the agitated customer to move since other customers are waiting in line. That move may make the customer think that he is not valued and that his needs are not as crucial as those waiting in line. The customer care representative should have been a bit nice and shown sympathy to the agitated customer. In this case, the customer care representative defended the airline's rights. Since there were no seats left, the customer care representative thought that referring the client to other airlines was in order. It could have been true that there was nothing that the customer care representative could have done, but the customer may not understand that. The customer also may not have been right by raising his voice at the customer care representativ. . . . . .. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .. . .. .. . . . . . . . . . . . . . . . . . .. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . [Show More]

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