What best reflects your views, in general, of dealing with customer service issues:

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What best reflects your views, in general, of dealing with customer service issues:

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What best reflects your views, in general, of dealing with customer service issues: “I tell the whole
truth, all the time” or “I play by the rules, but
I bend them to my company’s advantage whenever I can.” Which view best reflects the preference of social customers? Explain.

Explanation & AnswerSolution by a verified expert

Explanation
The customer service personnel is responsible for handling the issues of the customers and are the first face of the company the customer reaches up to. Yet there might be different viewpoints of the customer service personnel on the method of handling customers.

The possibilities that reflect an individual viewpoint are discussed below:

An individual might think that handling customers with honesty is very important to maintain the dignity of the company and the dignity of an individual. An Individual might also think that serving customers with honesty will help in avoiding future problems and will create a good image of the company in the minds of customers.
An Individual might think of manipulating the rules while dealing with customers for the benefit of the company. Sometimes an individual being a customer service agent encounter harsh customers that are difficult to handle. In such a situation, it may be right to manipulate the rules to comfort the customer and save the image and loyal customer of the company.

Social customers are the customers that look online and friends for suggestions and usually use social media tools to interact with the company's customer service agent. These customers might be very active while dealing with the company and have a strong sense of being heard.

The possibilities of social customers viewpoints are discussed below:

The customers might prefer honesty because the customers believe honesty is important and it gives the impression that the company is responsible towards its customers. Also, the customer has the right to know the truth and it may not be ethical for the company to hide the truth from them.
The social customers might think that it is okay to manipulate the rules of the company while dealing with the customers as long as the manipulations do not hurt the sentiments of the customers. The social customers might also think that the customer care executives of the company have to first think about the company and have a duty to attract the customers and make them loyal to the company. To gain customers, it is okay to manipulate or play with the rules of the company. For instance, the customer has trouble returning the product after the returnable period is over, but if in this situation the customer service executive helps the customer in returning the faulty product by tweaking the rules then the company earns the loyal customer for life.
Sample Response
There might be two following possibilities:

Telling the truth might reflect the viewpoints of an individual for handling customer service problems because dignity might be important for an individual.
Manipulating rules for the benefit of the company might reflect the viewpoint of an individual for handling customer service problems because the company's benefit is important.

There might be two following possibilities:

The social customers might prefer customer care executives telling the truth because the customers believe honesty is important.
The social customers might prefer customer care executives manipulating rules for the benefit of the company because the customer might think that honesty is not always important.

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