Discussion: Unit 1

I would personally prefer to find a customer service job that is face-to-face. Currently, I work as a server at an Italian restaurant and find myself more comfortable in an in-person setting than over the phone. If I had to pick an industry, I'd try to find somewhere in the restaurant business. 

I've had plenty of interactions working in an environment where I've had to provide customer service to people. One example was when one of my tables had to wait forty-five minutes for their food because unfortunately, the kitchen had made a mistake so we offered to pay for their meal and also offered them a dessert to help hopefully help keep them coming back as a customer In the future.

I would hope that if I talked to a customer service provider about an issue I've had or was having, they would help resolve it in a respectful and considerate manner but also guide me in the right direction in getting my problem solved.

I am currently employed in the consumer banking department in the banking sector. I have been a bank employee for almost 19 years.

It is challenging not to take what customers say personally but it is the way you ensure that you are always doing what is right for the customer at all times. 

As a customer, I love feeling as though my needs are met and receiving the best service/product. I also love to feel appreciated as a customer. 

I would prefer to work in a face to face situation because I feel that people can be nicer to you verses over the phone, and sitting on a computer all day with out have actual interactions with people seems boring to me. As of right now I work at an orthodontist office so I am used to working with people directly and it is fun most of the time, obviously there are bad days but overall it is not bad! 

I coach a cheerleading team and at practice one of the girls was complaining her back hurt when she was doing a skill in the routine. At the end of practice it gets crazy trying to make sure all of the girls get to their parents car and are getting where they need to go. I did not have time to talk to the girls mom in person to explain what her daughter was telling me about her pain. I messaged the mom instead and filled her in on everything. Her mom was understanding and thankful I reached out but I think it would have made a better impression to talk to the mom in person to help build the relationship between parent and coach and to give more helpful information on stretches or other things she could try to attempt to make it better before seeing a doctor. 

As a customer I would hope to have a customer service provider be nice and also helpful. If they are unsure of how to help me I would want them to direct me to someone who could. 

I would personally prefer a face-to-face customer service job. I was a call center agent before but this time, I would like to try working in a restaurant setting. 

The usual interactions with customers in call centers happen through phone calls. One customer called because she was frustrated that she was on hold for over an hour when she only wanted to settle her payment in full. Other representatives she talked to want her to have a payment arrangement instead. First, I apologized for the inconvenience she has experienced and informed her that I will report what happened to our escalations department. Then I assured her that I can help her with her concern. It only took us less than 3 minutes to settle her bill and that's it, she felt happier than when I started talking to her. 

The lessons in this unit are great foundation for those who want to pursue a customer service provider. It can be a challenge but it can be done.

As a customer, i just want to feel taken care of. I don't want too much interactions that are already unnecessary to my concern.

1. I would prefer to work in the finance industry, specifically in customer service positions that handle client requests and assist with customer-related processes. 
2. In my encounters, the ideal actions to take would have been to apply sympathy and patience. To make a better impression in my personal or professional encounters, I will have to implement all the required steps to ensure the satisfaction of the customer/listener. If their requests are not met, they should at least feel hopeful due to useful recommendations.
3.  As a customer, I would want to be treated with respect and given proper guidance if I experience any problems with my purchase. Yes, my wants/needs as a customer match those covered in the unit.
   

I would like to work as a Customer service representative in any administration that require a customer representative. I would prefer a face to face job so as to express myself verbally and nonverbal communication in other to give more detailed explanation on the services rendered.

I've had an interaction with a customer service worker in which she showed a bad attitude even though I was so much interested in it, also some wrong words which triggered me not to have interest in it again, not convinced enough on how the service rendering can benefit me in whatever way.

As a customer, I would hope to have a customer service provider to be a great speaker who can give detailed explanation on how the service rendering can benefit me, maintain a good relationship with me.

The right service is face to face for myself. This helps me to know about the situation of the complexity and helps me to find out the probable solution as well as feedback quickly to improvise for my self as well.

I am currently joining the consultancy field for abroad studies and lastly i found my self to be stucked in the between in terms of lesser knowledge which lead to ackward situation. Then I quickly utilized my topic changeing ability and in between I searched the the answer and deliver it and handled the situation with comfortably and when I get to know the feedback very satisfactory, I was really happy.

Some times customer wants the more deeper information for that the CSW needs to be prepared as the timely. So the higher management should provide enough training and and timely change according to the demand of the market.

I would prefer a remote customer service center. A service providing industry that requires not necessarily face-to-face customer care service to a consumer.

Working as a merchandizer in a superstore, I came across a customer who was unsure of which brand to purchase and asked for advice, so I tried finding out what satisfaction he expected derive from the product he wanted to purchase, after that, we were able to settle for a particular brand which gives the satisfaction he wanted.

As a customer, if service providers can be able to explicitly explain what a product or service is for and about, that will be good. And this is covered in this unit

I would like to work as a customer service in any industry that seeks for a customer service representative. 

Yes I like to work in a face-to face environment and working in a food company is a right pick for me. 

I’ve had many interactions and one of them was when a first time customer place an order of about three different perfumes (currently I own a perfume store) from me and after making payment I made the delivery to his office, later in the evening he called to let me know that one out of the perfumes is broken (that was an accident caused by him) I empathize with him over the phone and how I make a favorable impression was I went to his office two days after and gave him the exact perfume…..just to retain him and add him to my existing customers list and ever since then,he’s been purchasing from me till date.  

As a customer I would like to hear that my needs are met, I hope to have a customer service that is nice and respectful 

It really boosts my self esteem,and it increases my knowledge 🫡

As a client, I would like to feel listened to, and they give priority to my problem and do their best to find a solution.

1. I would Love to work for an electronic company preferably face to face where I can real time customer interaction. 
2. Primarily the  ideal actions to take would have been to apply sympathy and patience. I will have to implement all the required steps to ensure the satisfaction of the customer. If their requests are not met, they should at least feel hopeful due to useful recommendations on the gadgets.
3.  As a customer, I would want to be treated with respect and given proper guidance if I experience any problems with my purchase.

I would love to work in an office where I can either work on paperwork or call to help someone. The industry I would work in is business. A customer once asked me about the price of whiting which is a slap of fish that my work sells. The whiting is price at $34 and $119 for a case. When I had explained this to the customer she seemed to be confused as for the pricing and I try to explain it again to her she seems to not believe me for whatever reason. So, to make sure the customer had a more truthful answer I directed them to my manager who explain the same thing as I did, and She seem to understand my manger more than when I told her. As a customer I expect from customer service a somewhat happy and understanding customer service. This comes from me working as a cashier. Also, I can understand other people in their jobs because I have been there. 

Been working as a till operator at a supper market for 5years now. Faced real life situations discussed in this course. I learnt about G.U.E.S.T which has been so helpful at my workplace. 

G=Greet every customer that enter the store with a friendly smile

U=Uniform must be neat all the time

E=Engage in a conversation with the customer to tell them more about our products and services and how we may help the customer

S=Sell to the customer

T=Thank the customer for choosing our store and tell them to call again

I am a customer service agent at a hospital. I have already worked in the both service subdivision. Thé most excitful IS the face to face subdivision. There, WE have to welcome cordially patients, identify them, register them direct them and billing. 

They worry about time wasting, complain about heavy processes and sometime costs of thier healfcare. 

Such experience IS a great challenge  we deal with dayly. Every patient is a new expérience. Every day a new day. 

This course will improve my skill in customer management.

The customer service jobs that I will like to find is office jobs which employees must be on the computer doing data entry at all times and be on the telephone to respond to customers. I will prefer to work in a remote customer service center. A time I work as a customer service representative the first thing I did to give a great impressions is greeting the customers and asking them questions that would be helpful for there purchase of the day. This unit has taught me more what I need to do when it comes to being a CSW which I must really satisfy the customer needs and also be at the same pace with customers when speaking to them. 

As a customer what need and want from a CSW is helping information and expect them to be respectful and this is covered in this unit.

I would like to find a customer service job in a family owned business that cares about their legacy and the value they bring to their clients through the quality of their craft or service. 

I am thinking about debuting remotely until I get the hang of the role and move on to a face-to-face customer service setting.

As for the industry, I take interest in anything related to homeware and/or finance . 

I like to offer style advices to my relatives when they are on the look out for an item and until now I’ve had the habit of convincing them to get “the very best and refined on the market“ based on my standards by being knowledgeable and always on the lookout which is a good trait for a customer service worker to have but the lesson taught in this course that I’m taking with me going forward is to listen for what they want and help them achieve that instead of taking over.

As a customer myself, I enjoy when the person helping me is professional, knowledgeable, straight to the point and polite ; which are all covered in this unit .

As for the type of customer service job I might be interested in, I think I would prefer a face-to-face role rather than a remote customer service center position. I enjoy the personal interaction and ability to read nonverbal cues when communicating directly with customers. An industry I find particularly appealing is retail, as I'm drawn to the fast-paced, ever-changing environment and opportunity to assist customers with a diverse range of needs.

One customer service interaction that comes to mind is when I visited a local electronics store to purchase a new laptop. The sales associate greeted me warmly, made direct eye contact, and used a calm, friendly tone as she asked questions to understand my specific needs and preferences. She then patiently walked me through the different models, highlighting the key features in an easy-to-understand way. Her attentiveness and willingness to take the time to ensure I felt informed and confident in my purchase decision left a very positive impression. 

Reflecting on the principles covered in this unit, I can see how the sales associate's blend of effective verbal and nonverbal communication tactics contributed to the overall positive experience. She spoke clearly at an appropriate pace, used open body language, and demonstrated genuine interest in helping me - all of which made me feel valued as a customer. Going forward, I'll be sure to actively apply these same techniques, whether I'm assisting customers directly or interacting with them over the phone.

As a customer myself, I greatly appreciate when service providers exhibit the characteristics outlined in this unit. I hope to have my needs met through clear, helpful communication, a welcoming demeanor, and a genuine effort to understand and address my specific requirements. Ultimately, I want to feel that the company values my business and is committed to ensuring my satisfaction. Based on the information presented, it seems these are the core priorities of effective customer service, which aligns well with my own expectations.

As for the type of customer service job I might be interested in, I think I would prefer a face-to-face role rather than a remote customer service center position. I enjoy the personal interaction and ability to read nonverbal cues when communicating directly with customers. An industry I find particularly appealing is retail, as I'm drawn to the fast-paced, ever-changing environment and opportunity to assist customers with a diverse range of needs.

One customer service interaction that comes to mind is when I visited a local electronics store to purchase a new laptop. The sales associate greeted me warmly, made direct eye contact, and used a calm, friendly tone as she asked questions to understand my specific needs and preferences. She then patiently walked me through the different models, highlighting the key features in an easy-to-understand way. Her attentiveness and willingness to take the time to ensure I felt informed and confident in my purchase decision left a very positive impression. 

Reflecting on the principles covered in this unit, I can see how the sales associate's blend of effective verbal and nonverbal communication tactics contributed to the overall positive experience. She spoke clearly at an appropriate pace, used open body language, and demonstrated genuine interest in helping me - all of which made me feel valued as a customer. Going forward, I'll be sure to actively apply these same techniques, whether I'm assisting customers directly or interacting with them over the phone.

As a customer myself, I greatly appreciate when service providers exhibit the characteristics outlined in this unit. I hope to have my needs met through clear, helpful communication, a welcoming demeanor, and a genuine effort to understand and address my specific requirements. Ultimately, I want to feel that the company values my business and is committed to ensuring my satisfaction. Based on the information presented, it seems these are the core priorities of effective customer service, which aligns well with my own expectations.

I would love to work as a Customer Service representative in a Financial Technology firm. 

I would love to work as a Customer Service Representative in a Financial Technology firm. I prefer to work remotely. I made sure the person I was speaking to felt their stance was important, I actively tried not to invalidate their feelings towards the situation. Honestly, with the lessons from this course, I am learning to be more patient & treat every individual I interact with, with utmost importance. Personally, I feel 90% of Customer’s needs were addressed in this Course.

I think I might like to work in marketing. I have considered venturing into the Computer Sciences on this path, which I believe adds appeal to a remote presentation, allowing for that technological dynamic to be utilized as a possible tool of a presentation. However, I would likely be more successful in a face-to-face setting.

For job interviews over the years, I have focused considerably on appearing professional (clothes, posture). There have been several topics or questions that I stumbled over and replayed mentally after. I have tried to remember those topics for future interviews and consider what I would like to say in response, if encountered again, but I have never practiced speaking any of them. Not only could I answer with greater ease, I could have made myself comfortable enough with those topics that it came naturally, with body and speech flowing together as though we were experts. The previous hurdle that tripped me could be the hook in the next round with only a little research, time and practice. 

As a customer I expect customer service providers to plan to find a solution. So often I have encountered csp's that put forth so little effort, if any, before they declare they cannot help and either expect you to accept defeat or pass you along to someone else. "I can't" should be a very uncommon, unimaginable conclusion. I want them to try. I want them to know their products/services, company and resources so well that they are capable of an acceptable effort. 

The customer service job I hold is a Line Cook. In doing this I deal with the servers and sometimes the customer. I like my job because I can make other people feel good with the food I make for them. In this course I learned that you must communicate with your eyes and body posture tell a lot about a person. I would hope that I can achieve to be better in my position as I go further in my course.

I would likely be interested in finding a customer service job that allows for direct interaction with customers, as this aligns well with my previous experience in roles such as a ride operator and front shop sales assistant. Working face-to-face would be preferable because it offers a more personal connection and the opportunity to immediately assess and address customer needs. Industries like hospitality or entertainment, where customer interaction is crucial, would be ideal, given my background.

**Professional Interaction Example:**

One notable professional interaction involved a customer at the pharmacy where I worked as a front shop assistant. The customer was visibly frustrated due to a prescription mix-up. My approach to this situation involved several key steps:

1. **Active Listening:** I allowed the customer to express their concerns without interruption, demonstrating that I valued their experience.

2. **Empathy:** I acknowledged their frustration and assured them that I would take responsibility for resolving the issue.

3. **Problem-Solving:** I quickly checked the prescription details and coordinated with the pharmacist to correct the error. 

4. **Communication:** I kept the customer informed throughout the process, ensuring they knew what steps were being taken to fix the issue.

5. **Follow-Up:** After the issue was resolved, I followed up with the customer to ensure they were satisfied and apologized for any inconvenience caused.

This interaction left a favorable impression on the customer, who appreciated the prompt and considerate service. The lessons from this experience emphasize the importance of empathy, clear communication, and efficient problem-solving in customer service. 

**Applying Lessons from the Unit:**

To further improve interactions like this, I would focus on anticipating customer needs before they are fully expressed, using non-verbal cues to show attentiveness, and perhaps offering additional solutions or alternatives that might enhance their overall experience. Additionally, understanding cultural differences, especially in an international setting, would allow for more tailored and sensitive service.

**Customer Expectations:**

As a customer, I expect to have my needs met promptly and with courtesy. I value clear communication, problem resolution, and a sense of being heard and understood. My expectations align with common customer service principles, such as efficiency, empathy, and professionalism, which are typically covered in customer service training units.

These principles are key to delivering high-quality customer service, regardless of the industry or setting.

I will like to work as a customer care representative in a production company and I would prefer working remotely because for three years I have worked as a customer care representative which has been face to face

Desired Customer Service Job

I would prefer working in a remote customer service center. This setting allows for flexibility and the ability to assist customers from various locations without the constraints of a physical office. Additionally, remote work often provides opportunities for a better work-life balance.

Preferred Industry

I would like to work in the technology industry, specifically for a company that develops software or consumer electronics. This industry is dynamic and continuously evolving, offering ample opportunities to learn and grow while helping customers navigate and resolve technical issues.

Interaction Example

Interaction Description: In a previous role, I assisted a customer who was experiencing difficulty with a software installation. The customer was frustrated due to multiple failed attempts to resolve the issue through automated support.

Steps Taken:

1. Active Listening: I carefully listened to the customer’s concerns and frustrations without interrupting.

2. Empathy and Reassurance: I acknowledged their frustration and reassured them that I was there to help.

3. Clear Communication: I explained each step of the troubleshooting process in simple terms.

4. Problem-Solving: I systematically worked through potential solutions, checking compatibility issues and walking the customer through each step.

5. Follow-Up: After resolving the issue, I followed up with the customer to ensure everything was functioning correctly and to see if they had any additional questions.

Lessons Applied: From this unit, I would incorporate more proactive engagement, such as providing tips on preventing similar issues in the future and offering personalized resources or tutorials to enhance the customer’s experience.

Customer Needs and Wants

As a customer, I hope to have the following needs and wants fulfilled by customer service providers:

1. Timely and Efficient Responses: Quick resolution to my issues.

2. Friendly and Professional Attitude: Being treated with respect and understanding.

3. Clear and Accurate Information: Receiving precise and easy-to-understand guidance.

4. Personalization: Solutions tailored to my specific situation.

5. Accessibility: Multiple ways to reach customer support when needed.

These needs and wants align closely with those covered in this unit, emphasizing the importance of responsiveness, professionalism, knowledge, personalization, and accessibility in providing excellent customer service.

 I prefer to work remotely because this has been my work style for a while now and it works better for me as opposed to the face-to-face situation. I have worked in different industries such as restaurants and schools. However, I would love to work in the fashion/beauty industry and technology industry as I resonate more with these industries.

Sometimes back, while I worked as an admissions counselor with a university. I had a prospective student who was soliciting for scholarship that was beyond the stipulated amount. It was a tight situation for me as I didn’t want to disappoint him neither would I go against the school’s policy. What I did to save the situation was to ask him to write a letter stating why he wanted the scholarship and what he could offer in return. I spoke to my supervisor about it and I was able to convince him to approve the scholarship which made the prospect happy and satisfied. 

As a customer, I want to feel heard and understood. I want to know that the CSW understands my problems and is willing to help me. When I know that, even if the CSW couldn’t exactly resolve my problem because it was beyond their power. I would still feel a sense of satisfaction.

I would like to work as a call center representative in a large company. I prefer working through a remote customer service. Id like to work with bpo industry. 

I once work as a porter and a salesperson in a fishport. Im in charge on attracting customers and make them come to our shop. One night there was a complain on the weight of the fish that we were selling, the customer thought we rigged the weighing scale. After checking the weight on our digital weighing scale again it seems that there wasn't error, but we check it on others shop weighing scale the weight of the fish bought isnt right. We realized that weve made a mistake on not checking the weighing scale if its calibrated. The cutomer got angry. I apologized on behalf of our shop and give him more fish. The next day he come again to our shop and buy more. 

As a customer I want to be notice, to make them respect me and give their all attention to me.

1. Customer Service Job Preference**: 

Face-to-face situations can be gratifying due to the direct human interaction. Industries like retail, hospitality, or healthcare come to mind. Remote customer service can offer flexibility—think tech support, online retail, or even finance.

**2. Personal/Professional Interaction Example**: 

Resolved a customer's issue by showing empathy, actively listening, and providing a quick solution. Making the customer feel heard and valued is crucial. Enhancing this further, incorporating personal touches like recalling past conversations can leave a lasting impression.

**3. Customer Expectations**: 

Expectations revolve around efficiency, friendliness, and genuine willingness to help. Aligning with key customer service principles, providing solutions promptly while maintaining a warm, approachable demeanor is key.

Personally I think I would like to work in a settings where I have to have a physical interaction with the customer 

I would prefer a remote customer service job in the technology industry. I enjoy the flexibility and independence of remote work, and I am passionate about technology. I once had a frustrating experience with a customer service representative who was unhelpful and dismissive. I learned the importance of active listening, empathy, and problem-solving skills. I would use these lessons to be more patient, understanding, and proactive in resolving customer issues. As a customer, I hope to receive prompt, efficient, and courteous service. I want to feel valued and understood. I also appreciate clear and concise communication, as well as solutions that are tailored to my specific needs. These needs and wants align with the key principles of customer service, such as empathy, efficiency, and problem-solving.

1. I would prefer a face to face job
2. I worked at a sandwich shop - to make a favorable impression I made sure to treat every customer with kindness and respect
3. As a customer I like it when the worker listens to me

My background in logistics, project coordination, and international operations makes me well-suited for customer service roles in industries like logistics, aviation, or healthcare. I’m comfortable working in both face-to-face and remote settings, depending on the role. In a previous role as a Cargo Sales Manager, I resolved a client’s concern about delayed cargo by actively listening, investigating the issue, providing clear updates, and offering a solution. This approach left a favorable impression by demonstrating empathy and transparency. Moving forward, I aim to enhance my interactions by anticipating issues and communicating proactively. As a customer, I value timely responses, professionalism, and personalized service, and I strive to deliver the same in my work.

I would like to work in a remote social marketing specialist position. My daily responsibilities would include creating and managing content for social media platforms such as TikTok, Instagram, and Facebook. I would also analyze engagement metrics and strategize ways to improve my clients’ online presence. I prefer remote work because it allows me to communicate digitally and thrive in a fast-paced environment. I am particularly interested in industries such as beauty, entertainment, and business, where I can combine my passion for creativity with my academic background.

In Unit 1, I learned that customers value being acknowledged and helped through simple gestures, such as asking, “How can I help you?” This aligns perfectly with the needs and wants I hope to have fulfilled by customer service workers, as it emphasizes the importance of making customers feel seen and supported.

As a customer, I expect customer service workers to treat me the same way I would treat a customer if I were in their position—with attentiveness, courtesy, and a willingness to help

That's great to hear 

I am currently working at PZ CUSSONS Nigeria as a brand ambassador were am privileged  to interact with customers daily and help them to solve an immediate problem. I will love to find a customer service job that is face-to- face because this will improve my customer service skills and help me know the kind of customers am dealing with. Some times dealing with customers via phone calls might not be favourable to me because I might not be able to put myself out well and not able to get the appropriate feedback that is necessary for my growth and development in the job.  I will love to work in a real estate company or a telecommunication company as a customer service worker. One of the situation that build me as a customer service worker is when I was working in a small scale telecommunication company were we deals with SIM registration, welcome back,sim upgrade and National identity number (NIN) registration, and there was a day I registered NIN for a customer and when is time for the NIN to be out it did not so I ask the customer if he had done it before and he said NO, so I  gave him my number and ask him to call me in other to follow up so he won't be wasting his t.fair. So after several check I was able to know the man as done it else where before coming to our office so I told myself anytime this man called or walk in to our office I will explain the situation. Lo and behold the man came the next day but not what am expecting the man came in angry and shouting to the extent of wanting to slapped me that we duped him by collecting his money. 

     At first I wanted to respond  back by shouting at him as well then I sense that if I too started shouting the situation won't be resolved  and I might even lose my self in the process and also demaged the reputation of the company so I try to calm myself down and when the man noticed i did not say anything then he calm down as well then I was able to explained the situation to him and I referred him to the main NIMC office for the NIN slip. Even though I was not comfortable with the situation and the manner in which the customer approached me but I was still happy I was able to solve a big problem.

       Since then that scene helped me build my communication and problem solving skill and helped me to put customer in my own shoes i.e showing empathy and help me take charge of any situation since then.

     As a customer I love when am being given a full attention by a nice customer service worker and my needs are met, and if the situation is way bigger than what she can handle then referred me to someone who can solve the problem. Also love to feel welcome as a customer.

I would preferably like to work with a remote customer center and literally want to work in the hospitality industry.

Describing my interaction with a customer was when a customer booked a ride on our ride app(i work with a transport company though), and then no driver was picking up the order and i had to call the customer to engage her and let her know that i would personally send a driver to her to pick her up since she wasn't getting any on the app at that time and also told her incase of next she could schedule a ride ahead of her time if she was in a hurry or rush.

For me personally would be time cautiousness instead of wasting time to engage in a very long conversations with a customer and not providing any effective result why not just tell them its out of your reach than wasting time.