Customer Service 4.2 Think Critically and Check Point Questions

Think Critically #3 Your city road crew has received a complaint about trees blocking the view at a busy intersection. The trees are on the private land of an owner who has been uncooperative in the past. The crew needs to get the owners permission to cut them down. As the road crew chief, you prepare to talk to the property owner with the goal of finding a win-win solution to the problem. Complete the script that has been started for you. Chief: Hello, Mr. DeAngelo. I'm Julius Carter, and I work for the City of Crescentville's road crew. Drivers have told us that your trees are blocking the intersection view at the corner of Maple and Vine.

............ We understand that the trees lay upon your private property. Due to it being against the law to just apply work on a private property we may ask for your consent. In this situation if you shall let us cut down the trees, it will be no pay and your neighborhood will be much safer. The trees will be cut by the finest men in city. Please give me a call back at 555-555-5555 with the regard to your answer, thank you Sincerely Julius Carter

Check Point #1 What are the steps for creating win-win solutions?

Step 1: identify the customers wants and needs. Step 2: See things from the customers point of view Step 3: Keep an open mind and encourage your customer to do the same Step4: Explore options that will achieve the customers goal and also fall within company policies. Step5: Offer several options Step6: Reach agreement

Think Critically #2 The court system in the United States follows a win-lose approach to problem solving. What are some merits and drawbacks of this approach?

There are some merits of this approach for the court system to follow the win-lose situation such as it being winning being more of the outcome and its a competitive and powerful personality to win the case.

Think Critically #4 How might an athletic shoe store answer a customer's WIIFM question?

They may answer the question by telling the customer that there is deals, show them advertisements, tell them your company gets the latest brands, persuade them with their liking and great customer service.

Think Critically #1 Why do win-lose solutions often become lose-lose situations?

Win-lose solutions often become a lose-lose situation because if you lose a customer it may cause damage to your company.

Check Point #2 In addition to knowledge about your company's products and services, what information do you need to answer the WIIFM question?

You need to know what satisfies and motivates the customer most.