Discussion: Unit 2

There was a time I'd to purchase a brand new I-7 laptop which was very expensive. Because of its fast speed and its storage capacity, I was highly attracted to it  as a customer would normally be. As I got home, I decided that the first step was  testing its features; then when I'd finished checking almost all its features, I'd to share and transfer all my files, pictures frome my previous computer to my newly bought  home computer. Assuming the computer would perform well without any defects,  I continued utilising it; then all of a sudden, it malfunctioned;  worst of all, it turned off automatically and couldn't come on . Mad as  I was, I  immediately contacted the computer support, and they gave me steps to follow; unsatisfactorily, the steps didn't work.  So I headed back to the same shop, met vis a vis with one of the CSWs and posed my issue . And in no delay, he demanded a replacement be given to me.

I remember I had a vis a vis interaction with  a hot tempered man; he was unbelievable, impatient and worse of all verbally insulting.  I  was to have his documents printed to same copies,  unfortunately,  the printing didn't come out as expected. The printer had some defects which were: ink printed on the paper couldn't be easily readable to the eye, certain unwanted characters started appearing or instead of a paper filled text, rather it was the opposite.  Also on my part, I forgot to set the appropriate size and paper orientation for the papers he'd mentioned; as a result,  he bursted out and vented a little.  Notwithstanding his ill-mannered ways, I went on straight  to behaving the demanding positive way such as:  I apologised immediately as I saw it was obviously my mistake,  acknowledging my mistakes . Because of what had happened, I  gave his  documents and refunded his money back- and he left.  Based on what I have learnt in this unit, I can add to what I constantly apply on my everyday basis. Diversity is so abundant that it is found in the workplace,  at home; family,  friends; at school or groups etc. At my workplace,.....I interact with so many diverse customers ; that I feel as to start  a friendly conversation or tone almost nonstop- and they responding to me in kind! 

1. One issue I can recall is that a relative purchased earphones that turned out to be faulty. The product was returned to the store. After explaining the fault, the customer service representative agreed to replace the product with one that works without fault.
2. An ideal method to apply when dealing with an angry individual is not to tell the person to calm down. Apologizing would be more effective and/or allowing the person to vent for some time to de-escalate the issue.
3. Some of the people I am close to are of different nationalities and religions. I avoid imposing my personal beliefs when interacting with them.

1) I recall a time when one of my friends had organised a party due to her graduation; and so during the party, she received a gift from her parents-ipad and a brand new laptop. Eagerly excited, she opened and begun utilising them, however, prior to the opening, we realised the carton in which the ipad came from was roughly sealed and looked old; nevertheless we ignored it and continued . Then, after their usages for some days, the ipad started showing signs of defects, so she phoned me and told me of the issue; thus when I'd arrived, I endeavoured in the following ways to reviving it- charging, press- holding the power button, detaching and inserting the battery. Yet, my endeavours went in vain; therefore, we resolved in contacting the customer service for aid; then they replied offering us options: snapping the faulty product so as to send it via email, or they offering us to tips in resolving it. So we chose the latter; however it was yet in vain. Thus we headed out for their office, and when we arrived, my friend posed out her issue to a CSW madly and uncontrollably, and regardless of attempts to defuse her, she exploded all the more. Seeing this, the CSW responded in kind too- saying how was she to know a faulty product? Or how was it her fault? Still others seeing the agitation and quarrel persisting, they approached her and apologised, and tried empathising and sympathising with her- they offered her a replacement and said if any problem, she should inform them. While the CSW saw what her colleagues did, she too apologised calmly, and in turn, my friend apologised for her madness and we left. 

2) My friend and I went out to lunch at a restaurant, so when we arrived, we made our order and it was presented to us. However, when we commenced eating, it had funny smell and tasted like it'd been kept overnight; so we brought it out to the attention of the waiter, but his response was rude and uncalled for. He replied that all we customers do is to complain but never appreciate or show gratitude to  waiters like him; nevertheless we told him if it were nice we'd comment, otherwise we'd criticise. Thus he abruptly left angrily. So we reported it to the manager about the food and the attitude of his employee; and he quickly apologised because he knew it'd be a disgrace for his restaurant- should it repeat itself. He refunded our money and we left.

3) As a student studying both online and offline, I get to meet assorted friends daily and engage with them in cordial conversations, as well as knowing other things- such as lifestyle,  cultures,and customs.  Well, sociating and interacting are the ways I use to interact myself with others, so as to get curiosity or inquisitiveness about their cultures, customs, languages, etc.

Had some of my clothes sent to the laundry man, on returning them, there was a burnt on one of the clothes, called the company to scream at them for ruining my dress because it wasn't an old dress but the CSW had a way of doing her job well, she sincerely apologized, offered a free laundry to be done for a few times with extra care and it ended there.

At my own place of work, got into a conversation with a not so happy customer, she complained about a product she purchased at the store as though we produced it ourselves. Instead of defending myself or the store, I apologized, inquired if she had used the product before to which she replied 'no'. I discovered she didn't have a sufficient knowledge of the product and only expected it to work in a way. I had to explain the features of the product properly to her, then she realized she had picked a chicken hoping it would swim like a duck. I apologized once again and introduced her to the intended product which she got and was satisfied.

Some diversities I find include how to greet a person...for some people outside my family they are okay with greeting with "Hello/Hi, Mr/Ms....while someone others want to hear you say "Good day, Good morning, Good evening.

I best interact with them by first understanding where they are coming from, observing how they do things and following accordingly.

Back then I worked as a waitress in a Chinese restaurant,a family of four came in to eat and everyone placed their order…..while serving them, I brought in a big bowl of soup ordered by the wife on sighting it she flared up and said angrily that NO she didn’t place an order for this, I was quite and remain calm listening to her explanation saying she only view the picture of the soup on my iPad but never choose it, I didn’t argue this with her or make excuses for myself . I felt bad and own up to the mistake and apologize with sincere remorse to the extent that I was close to tears,she insisted she’s not taking it I apologize again and again then the husband talked to her about how sincere I was and finally in a calm voice she said don’t worry I will take it. And while at their service, I make sure I try to return her into a reasonable state of satisfaction that she was lively,and among my colleagues she was so quick to call on me for anything her family needs. And things worked out at the end 

Currently my place of work(The store) is a complete place of diversity and I can say I’m comfortable interacting with different people from different cultural backgrounds like it’s just so easy for me doing that…… I best interact with them base on how I would also like to be treated in return. 

• I once bought a new phone which later started malfunctioning due to software issues. I returned to the store. After explaining the way the phone performing  the customer service representative agreed to give me another phone.
• One of the best tactics to use when dealing with an angry individual is not to tell the person to calm down or to interrupt them when they are venting. Apologizing would be more effective as it helps to defuse the situation.
• Some of the people I am close to are of different nationalities and religions. I do my level best avoid subjecting my personal beliefs when interacting with them knowing that we're all from different backgrounds.

There was a time where I ordered an item of Amazon and the item was damaged so I had to return to get a refund. Amazon has great customer service especially when it comes to there loyal customers, they are respectful and they help a lot.

A time I dealt with angry customer I had to calm them down respectfully and let them know nicely that we didn’t have to item and the way I resolved it I had went through the site to see at which store has the item from the company and the customers left satisfied. 

I use to work in a environment where all employees has different backgrounds and we all respect our cultural background and we even learn more from each other.

I had just bought a new computer , I made the mistake of taking it home without turning it on first in the store , when I did try to turn it on at home it didn’t work . At first I thought it just needed charging, so I plugged it and waited for a while , its condition remained the same . I had to return the faulty item to the store , I got to talk with a tech representative who apologized, he gave me a new one and verified that the new one does work properly, I never had a problem with my computer since . 

I deal with tantrums a lot on the daily when I babysit my younger cousins. In order to deal with it I would normally remain calm , listen to them and reach a common ground . After this unit , I acknowledge that one should use the correction mode to deal with the issue at times because it does enforce character development and teaches control ; which we all need as functioning humans. 

I’ve been frequenting many people from different backgrounds than myself. The most recent schools I went to had a mix as well as the neighborhood I live in . Interacting with them isn’t difficult at all to me . I just remember that being polite is Transcultural ; Not over sharing and being intrusive are good rules of thumb. I also make sure that I research their culture and customs so I know what to expect and where they are coming from . Occasionally if they are open to it and we are talking , I’ll ask questions about them as an individual, know their interests, what they like ,their families, common topics to better shape my views instead of solely relying upon stereotypes. 

One time, I purchased an electronic product that ended up being defective right out of the box. I contacted the company's customer support line and calmly explained the issue. The representative was very apologetic and immediately offered to send me a replacement free of charge, along with a prepaid shipping label to return the faulty item. The replacement arrived within a few days, and the issue was resolved smoothly.

In another situation, I had signed up for a subscription service, but they continued billing me even after I had canceled. When I called to address it, the first customer service agent I spoke with was quite defensive and unwilling to make any adjustments. I remained polite but firm, escalated the issue, and eventually got in touch with a supervisor who was much more understanding. They reversed the erroneous charges and offered me a credit as a goodwill gesture.

Dealing with angry customers can be challenging, but I've found that the best approach is to stay calm and empathetic. One time, a customer was furious because their order had been delayed. Rather than matching their hostility, I listened closely, acknowledged their frustration, and worked to understand the root of the problem. I was able to offer a sincere apology, provide transparency on the status, and propose a solution that left the customer feeling heard and satisfied.

In terms of diversity, my immediate environment is quite varied. At school, I interact with peers from all different backgrounds - different races, ethnicities, nationalities, religions, and socioeconomic statuses. In my part-time job, I work alongside colleagues with diverse ages, genders, and life experiences. Within my friend group and family, there is a wide range of cultural traditions, communication styles, and perspectives.

To navigate this diversity, I try to approach each interaction with an open mind and genuine curiosity. I ask questions to learn about others' backgrounds and experiences. I pay attention to body language and tone to better understand how to communicate effectively. And I always strive to be respectful, empathetic, and adaptable in my own behavior and responses.

Embracing diversity enriches our lives and makes us better equipped to serve a wide range of customers. With the customer service skills I'm learning, I'm confident I can build strong connections and provide excellent support to people from all walks of life.

When I had to deal with an angry person, my first instinct is to calm them down by being apologetic about their current condition, analyze the problem on ground & provide solutions.

I’m a very inquisitive person so it was very exciting to learn about diverse cultures & backgrounds in school. I try to learn their languages and interact with them, bit by bit.

I bought a pair of Muck boots once. It was a new design and they both cracked within a few wears. The store where I bought them replaced them without issue but when the same thing happened to the second pair and I returned, he suggested I may have been the problem and struggled before finally agreeing to replace them again. This time I insisted on a different design. I've had them for six years and they're still in great condition! 

I have not been regularly in customer for years, but I do occasionally do side work that requires customer service. I'm the Spring in Maine, we harvest fiddleheads. Sometimes I sell some of them on ebay and ship them around the country. I had one customer that received his package and insisted they were rotten and wanted a refund. He sent pictures that did not particularly validate his complaint and he was the only complaint I ever received, including from that very same lot. Regardless, I refunded his money without question and moved on. He was rather confrontational about it, but I did not engage in dispute. 

At my last job, I had a lot of coworkers who were Somolian refugees. A few of them spoke very little English; most did not speak any.  One of them was in a lead position and spoke more English than the rest. That simplified a lot of the communication barrier, as he generally handled the necessary job-related communication. A couple of times I found myself in one-on-one situations in which we needed to communicate directly with one another and neither of us knew any of the other's language. Both times, they each had their smartphone really available and typed their message into a translator app, overcoming the hurdle. 

I started a new job as a Line Cook and I made some pancakes that were not fully cooked. The manager said it in a mean way, I just apologize to my manager and made the pancakes over again. The manager went and apologized to the customer.

### Examples of Problems with a Faulty Product or Service

One common issue is receiving a defective product, such as an electronic device that doesn’t work as advertised. For example, a friend purchased a smartphone online, but it had a faulty battery that wouldn’t hold a charge. When they contacted customer service, the representative was initially unhelpful, offering only a small discount on a future purchase instead of addressing the problem directly. After escalating the issue to a supervisor and providing evidence of the defect, the company finally agreed to replace the phone with a new one.

**Resolution:** The problem was resolved by persisting in communication, escalating the issue when necessary, and providing clear documentation of the defect.

### Handling an Angry Person

In a previous customer service role, I dealt with an angry customer who was upset about a delayed order. The customer was frustrated and raised their voice. I calmly listened to their concerns without interrupting, acknowledged their frustration, and assured them that I would investigate the issue immediately. I found out that the delay was due to an inventory problem, so I offered the customer expedited shipping on a similar item that was in stock, along with a small discount for the inconvenience.

**Reflection:** The situation was handled well by remaining calm, empathetic, and solution-focused. However, if I could improve anything, I would have proactively communicated the delay to the customer before they reached out, potentially preventing the escalation of their frustration.

### Diversity in My Environment

In my environment, there is a rich diversity of cultural backgrounds, languages, and traditions among family, friends, and coworkers. This diversity includes differences in ethnicity, religion, language, and even work and life experiences.

**Interacting with Diversity:** To interact effectively, I focus on being open-minded and respectful of different perspectives. I make an effort to learn about and understand cultural norms and practices different from my own. For example, in a multicultural workplace, I ensure that communication is clear and inclusive, avoiding assumptions about what others may or may not know based on their background. Additionally, I celebrate and participate in cultural events that are important to my colleagues, which fosters mutual respect and stronger relationships.

### Applying Methods from This Unit

Using techniques from this unit, I might focus more on active listening and empathy when dealing with conflicts or misunderstandings in diverse settings. Acknowledging differences without judgment and seeking common ground can help bridge gaps in communication and lead to more positive interactions.

The answers are great but i can't relate as it hasn't happened to me yet

I was working in an outbound call center. What we do is we make hundreds and thousands of calls every day. Our job is to offer extended warranties for different vehicles. It was the usual day when I encounter this old lady. She said that we promised her that the company will take care of problems of her car. She was so angry. I tried to make her feel that I'm on her side and I will do everything I could to solve her problems. I try to call the team leader of our company but the team leader ask me to turn the call down. That day Ive learned that Im working with a scam company. The next day I resigned. I was so sad thinking. I had scammed so many people. 

 Faulty Product or Service Problems

Example 1: Faulty Product

Problem: A friend purchased a laptop from a well-known brand, but it started malfunctioning within a week. The screen would flicker, and the laptop would overheat.

Resolution: The friend contacted customer support, which initially provided troubleshooting steps that did not resolve the issue. After persistent follow-ups, the company agreed to a free repair. When the problem persisted, they eventually replaced the laptop.

Example 2: Poor Service

Problem: I once subscribed to an internet service provider that had frequent outages and slow speeds, far below the advertised rates.

Resolution: I documented the issues and contacted the customer service department multiple times. After escalating the issue to a higher level and threatening to switch providers, they sent a technician to resolve the problem and offered a discount on future bills as compensation.

Dealing with an Angry Person

Situation: I had to deal with an irate customer at work who was upset about a delayed service.

Handling the Situation: I listened to the customer’s complaints without interrupting, acknowledged their frustration, and apologized for the inconvenience. I explained the reasons for the delay and offered a solution to expedite the service or provide a discount for the inconvenience.

Reflection:Using methods from this unit, I could have:

- Used active listening techniques more effectively to ensure the customer felt heard and understood.

- Implemented conflict resolution strategies, such as finding common ground and expressing empathy, to de-escalate the situation faster.

- Offered a more immediate and tangible solution to show a commitment to resolving the issue.

Diversity in Immediate Environment

Family and Friends:My family includes individuals from different ethnic backgrounds, with a mix of traditions and languages. Friends come from various cultural and socioeconomic backgrounds, providing a rich tapestry of perspectives.

Work and School:At work, colleagues come from different parts of the world, bringing diverse experiences and approaches to problem-solving. In school, classmates vary in terms of age, ethnicity, and life experiences, creating a dynamic learning environment.

Interaction with Diversity:

Respect and Curiosity: I approach differences with respect and curiosity, eager to learn about other cultures and perspectives.

Communication: Open and inclusive communication helps bridge gaps. I ensure that everyone feels heard and valued.

Adaptability:Being flexible and open to different ways of doing things fosters better collaboration and understanding.

Best Practices for Interaction

-Empathy:Understanding and appreciating the emotions and perspectives of others.

- Active Listening:Paying full attention to others when they speak, which builds trust and respect.

- EInclusion:Ensuring everyone has the opportunity to contribute and participate fully, regardless of their background.

There was one time when I made a transaction with my debit card and I was debited but the transaction wasn’t successful. I went to the bank to lodge a complaint and although I was attended to, it took about three months before I finally got my money back and honestly, I wasn’t very happy with that.

As an hairstylist, I once had an appointment with a client. Due to some issues beyond my control, I got there quite late and my client was angry. She kept venting and I just kept apologizing . After going through this unit, what I would have done differently is to give her time to vent, explain the situation to her, apologize sincerely and try to make it up by getting the hair done in the shortest time possible.

I recently traveled to a new state in my country and honestly things are so different here. For example, wehre I came from, everyone minds their business, nobody pays attention to you except they know you personally but here, when you’re walking down the road, you’ll get random strangers especially the younger ones greet you while you pass. Now, I greet people especially older people when I pass by them on the road so as not to be considered as a rude person.

A friend of mine recently faced a frustrating experience with a faulty smartphone. Despite initial attempts to resolve the issue, persistent technical problems led to multiple contacts with customer service before a replacement was finally provided. In a separate instance, I encountered an irate customer due to a delayed order. By maintaining composure, actively listening to their concerns, and taking immediate steps to rectify the situation, I was able to de-escalate the tension and restore their trust. My immediate environment is rich in diversity, encompassing people from various cultural, age, and socioeconomic backgrounds. To foster harmonious interactions, I prioritize active listening, open-ended questioning, and respect for individual differences. By embracing diversity as a source of strength, I strive to build strong relationships and create an inclusive community.

A A friend purchased a smartphone with a defective battery that overheated. Initially dismissed by customer service, they escalated by providing evidence, leveraging social media, and demanding managerial intervention. The issue was resolved with a replacement and apology, highlighting the importance of persistence and documentation when faced with resistance.

2. Dealing with an Angry Person: In logistics, I dealt with a client furious over customs delays. I let them vent, explained the situation calmly, and proposed actionable solutions. They eventually calmed down, but in hindsight, I could have improved by using active listening techniques and providing follow-up updates to reassure them.

3. Diversity in My Environment: My circles include Somali, French, and Arabic influences, colleagues from multiple continents, and friends of various religions. I bridge these differences by showing curiosity, learning basic cultural cues, and adapting behaviors like eye contact or communication styles to build mutual respect.

friend purchased a smartphone with a defective battery that overheated. Initially dismissed by customer service, they escalated by providing evidence, leveraging social media, and demanding managerial intervention. The issue was resolved with a replacement and apology, highlighting the importance of persistence and documentation when faced with resistance.

2. Dealing with an Angry Person: In logistics, I dealt with a client furious over customs delays. I let them vent, explained the situation calmly, and proposed actionable solutions. They eventually calmed down, but in hindsight, I could have improved by using active listening techniques and providing follow-up updates to reassure them.

3. Diversity in My Environment: My circles include Somali, French, and Arabic influences, colleagues from multiple continents, and friends of various religions. I bridge these differences by showing curiosity, learning basic cultural cues, and adapting behaviors like eye contact or communication styles to build mutual respect.

Problem with UPS Delivery

I recently encountered an issue with a UPS delivery. My package was due on December 13th, but understanding that holiday delays could occur, I waited until December 17th to inquire. When I called UPS, they informed me that the company I ordered from had not sent my package despite marking it as shipped in their system. This was disappointing, especially with Christmas approaching, as I wanted to ensure the order arrived on time. While I was upset, I stayed calm and reached out to the company via email for clarification, explaining what UPS had shared. Shortly after, my tracking information was updated with an expected delivery of December 18th.

Dealing with an Angry Customer in Retail

In retail, I’ve encountered situations involving upset customers, particularly with returns and refunds. While customers are supposed to be informed of the store’s policy during checkout, this doesn’t always happen. As a result, some customers become frustrated when they can’t receive a refund due to missing receipts or tags on clothing. To deescalate these situations, I start by apologizing for the lack of communication regarding the policy. Then, I provide solutions, such as offering store credit or an exchange. Although some customers may not have time to shop for an exchange, most find the store credit option acceptable. This approach helps to calm the situation and ensure customer satisfaction.

Working in a Diverse Environment

I work in a highly diverse environment and interact closely with clients of different ages, genders, and cultural backgrounds. To navigate these differences effectively, I prioritize maintaining an open mind and practicing thoughtful communication. I’ve trained myself to treat all clients equally by using consistent customer service techniques and proper language. To ensure a respectful and inclusive experience, I require clients to fill out a questionnaire before their appointments. This form includes questions about their age, pronouns, and other relevant information, allowing me to tailor my approach and avoid unintentional disrespect.

Yes

I handled it very well 

       I and my friend wanted and Ipod so I suggested we get it online.On the day of delivery I was the one that went to their office to pick it up, but unfortunately I couldn't test it because am in a hurry to go back to work. So on getting to my place of work I decided to charge it first then try to test the two iPod by connecting them to my phone then I noticed the iPod is not of good quality, the first one can only be used when we want to listen to music while the second one can only be used when making calls at first I did not panic and before I could blink my eyes I see the battery percentage has drop drastically from 100% to 5%. 

      I have to pick my phone and put a call through to my friend so we can go back to their office together and on getting there we explained the issue with them without causing a scene and we are directed back to the app to do a refund and it was done between a couple of days. They apologised and they refunded our money back to us.

     I remember when I was dealing with a customer in my formal place of work. When the man was entering he came with a very bad energy because his SIM got damaged and he needs it very urgently. So he came in causing the company and talking rudely so I let him calm down and I apologized for the inconveniency and I let him know that I know how it feels when you need something and you were unable to get it. After I offered a solution that we should go for a SIM swap since he said he was the one that registered the SIM card. So after everything I was able to get the SIM swap done for him and I still proceed by apologising again and the next day I did a follow up to know if the SIM card is working perfectly or not.

      My present job as opened me to different kind of people, with different cultures, beliefs, language and both young and old. One thing I make sure I do as brand ambassador and a customer service worker is to welcome them with a big smile on my face and make them feel welcome with my tone of words and my body language. I make sure to let them speak first then I pitch my own words without forcing them to agree with my own suggestion or what am offering to them ,but I always try to create a lasting impression that whenever they come back they will surely ask of me or look for me in other to say hey.

In my immediate environment, I interact with people from diverse cultural backgrounds, including friends from different ethnic groups, colleagues from various countries, and family members with different religious affiliations. To interact effectively with these differences, I believe it's essential to be open-minded, respectful, and curious. I try to ask questions, listen actively, and avoid making assumptions based on stereotypes or biases. By doing so, I've been able to build stronger relationships and foster a more inclusive environment.