Case Study of an Angry Customer

Scenario

A lady stopped in the hallway to ask me where she could meet with a supervisor. She was upset to say the least. I asked her what her problem was so that I could tell a supervisor or ask someone who might know how to solve her problem. She said that she was trying to get the food stamp, but she was told to be here (Career Source) because she did not meet the 20-workhour requirement. She came by Monday, and she was told to come back on Wednesday. She, then, was told to talk to DCF for her problem. She came back today, Thursday, for an orientation class. In 9-o’clock class, she was told to leave the class by the instructor; reason is because she has a sanction on her. I asked her to sit down and wait while I go find some information to help her plight.  I was told by a counselor that she has to attend orientation. I told her so. She waited. After 10:00 am, the lady came out with the instructor claiming that the instructor told her to leave and would call security to escort her out. I stopped them and inquired the matter. The instructor was quite upset and belittles the customer; I tried to calm them down. The instructor asked whether I am a supervisor and what my name is. I asked her what the customer need to do if the DCF said that the Work Force had to help her meet the 20-hour requirement by attending the orientation.  However, if the instructor could not help her, who would? The instructor stopped talking to me after she realized that I was a work study, and not an employee of The Career Source. The last word the instructor told me was, “I will go get my supervisor to talk to her.”

Later that day, one of a supervisor handed me an envelope with my name on it. So, I asked her about how to help this customer whom I asked to sit and wait a return call from DCF. The supervisor was able to assist the customer. I left the matter in the supervisor’s hand. The customer left; and I have no idea what the result of the matter is.

An upset customer has a lot to lose and is not easily or readily to receive information. The first thing any customer service is to actively listen to the problem and ask question as the customer stating the complaint. By listening and asking questions and by attempting to understand the customer will allow the customer to vent their anger and frustration before the representative gives the information, which, then, the customer would be more susceptible to receive the information. Furthermore, by actively listening to the customer and showing that the representative is willing to help. This act alone can create a better condition to deal with customer; even though the assistance turns out to be fruitless.

Analysis of the situation and outcome

The instructor who is in position to help rejected the customer and got into heated argument with customer, furthermore, threatened to call security to escort the customer out of the premises. She is escalating the matter. She should have calmly asked the customer to wait while she went to inform the supervisor. 

I, on the other hand, am a work study. I intended to help people to ask me for assistance. By keeping in mind that these people are already stressed about losing their status quo in their lives, I was able to show sympathy rather than agitation. This allows me to keep calm and objectively engage the customer. I am not saying that I am good at dealing with customer, but I am simply stating from past experiences of needing help, of frustration of going around the loop, dealing with a customer service who acting like a Stonewall Jackson myself.

In the end, the customer was able to receive help from the supervisor and left peacefully. If I did not interject when the customer and the instructor were walking out to the front, the security guard would have to intervene, and the customer would still need help. The matter will escalate, and The Tampa Career Source will have one more reputation. In the worst-case scenario, the customer could inform the media or state representative, which will lead to investigation.

A customer service representative plays a key role in any business establishment. A representative should put herself in the customer’s shoes that they are already stressed about how to keep on living by putting food on the table, a roof over her head and her love ones, etc. A representative should not put her grievances on display toward customer. Assumption that some customers acting like a spoil child is wrong. Thou, there are cases whereas the previous statement is true, but that assumption must never be displayed or expressed. It only causes stoppage and frustrated the work flow in the workplace and the problem left unresolved.