Ch

Ch.8 Face to face: Dealing With Difficult People on the Phone at MedMobile

1)What seems to be happening here? Does Abeyola have any legitimate complaints? If so, what are they?

2. What steps or process can you use to clarify understanding?

3. What cultural differences might be involved in this scenario?

Ch.9 Face to Face: Telephone Techniques at Staff-Temps

1. How well was this customer call handled? Explain.

2. What should you have done differently?

3. Do you believe that Aretha was justified in how she treated you? Explain.

4. How do personal problems or priorities sometimes affect customer service?