T-Mobile received a call from a customer about a billing issue with his new phone. He contacted the company and spoke with a representative regarding his issue. When he didn’t get the desired help he wanted, he decided to leave a negative review for the customer service representative. In retaliation of the incident, the customer service representative changed the customer’s name to “Idiot” on his account which the customer saw the next time he received his statement. After viewing the name change, the customer took to Twitter about the incident which reasonably led to poor press for T-Mobile. Due to the severity of the incident, the customer service representative was terminated. Questions: 1. How do you feel about the way the customer service representative handled the T-Mobile customer? 2. How could have the customer service representative handled the issue differently? 3. Do you think this incident affected the company's reputation? Why or why not?
T-Mobile received a call from a customer about a billing issue with his new phone. He contacted the company and spoke with a representative regarding his issue. When he didn’t get the desired help he wanted, he decided to leave a negative review for the customer service representative. In retaliation of the incident, the customer service representative changed the customer’s name to “Idiot” on his account which the customer saw the next time he received his statement. After viewing the name change, the customer took to Twitter about the incident which reasonably led to poor press for T-Mobile. Due to the severity of the incident, the customer service representative was terminated. Questions: 1. How do you feel about the way the customer service representative handled the T-Mobile customer? 2. How could have the customer service representative handled the issue differently? 3. Do you think this incident affected the company's reputation? Why or why not?
Chapter1: Taking Risks And Making Profits Within The Dynamic Business Environment
Section: Chapter Questions
Problem 1CE
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Question
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T-Mobile received a call from a customer about a billing issue with his new phone. He contacted the company and spoke with a representative regarding his issue. When he didn’t get the desired help he wanted, he decided to leave a negative review for the customer service representative. In retaliation of the incident, the customer service representative changed the customer’s name to “Idiot” on his account which the customer saw the next time he received his statement. After viewing the name change, the customer took to Twitter about the incident which reasonably led to poor press for T-Mobile. Due to the severity of the incident, the customer service representative was terminated.
Questions:
1. How do you feel about the way the customer service representative handled the T-Mobile customer?
2. How could have the customer service representative handled the issue differently?
3. Do you think this incident affected the company's reputation? Why or why not?
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