The following Instant Messaging (IM) conversation is between a customer and a customer service agent. Review this conversation and explain how the customer service agent could have handled the situation more effectively. Agent: Thanks for contacting Home Exercise Equipment. What’s up? Customer: I’m having trouble assembling my home gym. Agent: I hear that a lot! LOL Customer: So is it me or the gym? Agent: Well, let’s see . Where are you stuck? Customer: The crossbar that connects the vertical pillars doesn’t fit Agent: What do you mean by doesn’t fit? Customer: It doesn’t fit. It’s not long enough to reach across the pillars. Agent: Maybe you assembled the pillars in the wrong place. Or maybe we sent the wrong crossbar. Customer: How do I tell? Agent: The parts aren’t labeled so could be tough. Do you have a measuring tape? Tell me how long your crossbar is. Introduction: Instant messaging (IM) is a fast and easy way of online chatting method which facilitates for real-time conversations. Organizations use this method for customer service as it is more quick and personalized.

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Chapter 7, Problem 7.6PYS

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The following Instant Messaging (IM) conversation is between a customer and a customer service agent. Review this conversation and explain how the customer service agent could have handled the situation more effectively.

Agent: Thanks for contacting Home Exercise Equipment. What’s up?

Customer: I’m having trouble assembling my home gym.

Agent: I hear that a lot! LOL

Customer: So is it me or the gym?

Agent: Well, let’s see . Where are you stuck?

Customer: The crossbar that connects the vertical pillars doesn’t fit

Agent: What do you mean by doesn’t fit?

Customer: It doesn’t fit. It’s not long enough to reach across the pillars.

Agent: Maybe you assembled the pillars in the wrong place. Or maybe we sent the wrong crossbar.

Customer: How do I tell?

Agent: The parts aren’t labeled so could be tough. Do you have a measuring tape? Tell me how long your crossbar is.

Introduction:

Instant messaging (IM) is a fast and easy way of online chatting method which facilitates for real-time conversations. Organizations use this method for customer service as it is more quick and personalized.

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