Concept explainers
To determine:
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
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 Solutions
Excellence in Business Communication (12th Edition)
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