According to Gibson, there are five common customer service misconceptions. In figure 1.1, it highlights the myths and facts that pertain to customer service. I will discuss two myths and facts that I think are most significant for customer service reps to understand.
The first myth, “Why all the concern over customer service? If customers don’t like the service we provide, they can go elsewhere.” In addition, the fact states, “Before they go elsewhere, customers could circulate negative commentary interpersonally or to the online community in a way that can be unfavorable for you and/or your organization.
Customer service is defined as the process of satisfying the customer, relative to a product or service, in whatever way the customer …show more content…
I use Facebook to share both positive as well as a negative interaction. When it comes to posting comments on Facebook I usually do very little of negative interaction because I do not accept anything that is negative. Although I have done some negative feedback and it was due to a product that I had purchased that I did not like. I left a post on the product expressing my experience and what I have been through as well as how to make the product even better. As well as providing negative feedback, I have provided positive feedback to small startup stores such as local boutiques or a local band …show more content…
My mother was programmed to have surgery done. We have never been to the facility before. It was a hassle to know exactly where to go so we stop by the receptionist for information around the hospital. Just by looking at the receptionist, she looked rude. I talked to the woman and I told her if she knew where the surgery rooms were at or where we could find more information. The woman started to give me directions, but her directions were: go left, go right, turn left, go that way, go here and go there. Her instructions were vague and did not really help me get around the hospital so I asked if she could please repeat that again. The woman responded and said, "What you didn 't understand me!" Do I have to speak in Spanish? I immediately asked to speak to someone to report the woman. I felt so upset that day due to the treatment we received, especially being new to the facility and how the woman did not acknowledge the fact that we needed
The first myth, “Why all the concern over customer service? If customers don’t like the service we provide, they can go elsewhere.” In addition, the fact states, “Before they go elsewhere, customers could circulate negative commentary interpersonally or to the online community in a way that can be unfavorable for you and/or your organization.
Customer service is defined as the process of satisfying the customer, relative to a product or service, in whatever way the customer …show more content…
I use Facebook to share both positive as well as a negative interaction. When it comes to posting comments on Facebook I usually do very little of negative interaction because I do not accept anything that is negative. Although I have done some negative feedback and it was due to a product that I had purchased that I did not like. I left a post on the product expressing my experience and what I have been through as well as how to make the product even better. As well as providing negative feedback, I have provided positive feedback to small startup stores such as local boutiques or a local band …show more content…
My mother was programmed to have surgery done. We have never been to the facility before. It was a hassle to know exactly where to go so we stop by the receptionist for information around the hospital. Just by looking at the receptionist, she looked rude. I talked to the woman and I told her if she knew where the surgery rooms were at or where we could find more information. The woman started to give me directions, but her directions were: go left, go right, turn left, go that way, go here and go there. Her instructions were vague and did not really help me get around the hospital so I asked if she could please repeat that again. The woman responded and said, "What you didn 't understand me!" Do I have to speak in Spanish? I immediately asked to speak to someone to report the woman. I felt so upset that day due to the treatment we received, especially being new to the facility and how the woman did not acknowledge the fact that we needed