Susie Chang works as an administrative assistant in the Human Resources Department. This morning she received a call, which she answered promptly on the second ring.

Susie: This is Susie Chang in HR. How may I help you?

Customer: Hello, is this the Albrinck Corporation? I am trying to reach Tom Cushner.

Susie: Yes, this is the Albrinck Corporation, but as I said, I am Susie Chang. You must have dialed the wrong number. I think someone named Tom works in the accounting department, but I am not sure. Please hang up and try your call again.

Customer: Well, could you transfer me to Mr. Cushner?

Susie: Sorry, I don't have that number. Goodbye.

Did Susie handle this customer contact effectively? What did Susie do that was positive? What could she have done differently to improve customer service?

Susie handled the customer contact effectively by promptly answering the call and providing clear and accurate information. She identified herself and the company, clarified the caller's request, and informed them that they had reached the wrong department. She also suggested hanging up and trying the call again for the correct department.

Positives:

1. Susie answered the call promptly on the second ring, demonstrating good responsiveness.

2. She provided her name, department, and confirmed that the caller had reached the correct company.

3. Susie offered information about a potential contact in the accounting department.

To improve customer service, Susie could have done the following:

1. Instead of simply suggesting the caller hang up and try again, she could have offered to transfer the call to the accounting department or connect the caller with someone who could assist them further.

2. Susie could have shown more empathy by expressing understanding for the caller's situation and offering assistance in finding the correct contact or department.

3. If possible, Susie could have looked up Tom Cushner's contact information and provided it to the caller, or offered to take a message and pass it along to Tom.

Overall, while Susie handled the contact adequately, there were opportunities for her to go above and beyond to improve the customer service experience by offering more assistance and empathy to the caller.

Learn more about customer service here:

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qwmoon qwmoon · Answer 2 · 2024-06-03T07:09:17-04:00

Final answer:

Yes, Susie handled this customer contact effectively by promptly answering the call, providing accurate information, and ending the conversation politely. She could have improved customer service by offering alternative assistance or transferring the call.

Explanation:

Yes, Susie handled this customer contact effectively. She promptly answered the call and identified herself as an administrative assistant in the Human Resources Department. She politely informed the customer that he had dialed the wrong number and suggested he hang up and try again.

When the customer asked to be transferred to Mr. Cushner, Susie apologized and explained that she did not have that number. She ended the conversation politely and professionally.

To improve customer service, Susie could have offered to help the customer find the correct number or direction to the accounting department. She could have also provided alternative contact information or transferred the call to someone who might have been able to assist the customer.