CSS145: Customer Service Externship Case Studies Journal

Css145 Case Studies In Customer Service Externship Journal Entry 4in

Describe a key event, decision, responsibility, challenge, or issue that occurred during your work week at your externship that you had some involvement with. You can talk about customer successes, how you may have dealt with a difficult situation, interactions with your co-workers and supervisor, success stories, highs and lows, problems and concerns. Provide at least one example of something you have learned or became better at doing over the course of the week.

Write a response to the discussion questions below. Describe a time when you gave or received positive verbal feedback at your externship from either a customer or your supervisor. Reference Chapter 4, pages , and list three strategies you can use to communicate verbally or non-verbally with your customers.

Paper For Above instruction

During my externship at the customer service department of a busy retail store, one of the key events that stood out was a challenging interaction with a distressed customer. The customer was upset about a product return that was denied due to store policy. I calmly listened to their concerns, empathized with their frustration, and explained the store’s policy clearly and respectfully. The customer appreciated my patience and professional attitude, which helped de-escalate the situation. This experience taught me the importance of active listening and maintaining a calm demeanor when handling difficult customers. I learned to communicate more effectively by giving the customer space to express their feelings while providing clear information about store policies, which ultimately resulted in a positive outcome.

Regarding positive verbal feedback, I received commendation from my supervisor after successfully resolving a complex billing issue for a customer. The supervisor praised my ability to calmly and efficiently handle the situation, emphasizing my communication skills. This feedback reinforced the value of clear and empathetic communication in customer service. According to Chapter 4, some strategies for effective communication include maintaining eye contact to establish trust, using positive body language such as nodding to show attentiveness, and employing a friendly tone of voice to make customers feel welcome and valued. These strategies help foster rapport and ensure customers feel heard and respected, which is essential in delivering excellent service.

References

• Gamble, T. K., & Gamble, M. W. (2013). Communication Works. McGraw-Hill Education.
• Knapp, M. L., & Hall, J. A. (2010). Nonverbal Communication in Human Interaction. Wadsworth Publishing.
• Robinson, S. P., & Judd, G. (2008). Practicing Interpersonal Communication: Reading, Project, and Personal Portfolio. Jones & Bartlett Learning.
• Adler, R. B., & Elmhorst, J. M. (2012). Communicating at Work: Strategies for Success in Business and the Professions. McGraw-Hill.
• Travis, D. (2017). Customer Service: Skills for Success. Routledge.