My Experience With Customer Service Representatives

HQCS: Manage Quality Customer Service Student Guide BSBCUS501A: Manage Quality Customer Service Elements of competence Plan to meet internal and external customer requirements Ensure delivery of quality products and/or services Monitor, adjust and review customer service 1 BSB51107 Diploma of Management _____________________________________________________________________________________________ Module description This module covers the skills and knowledge required to advise on and carry out customer service strategies and to evaluate those strategies on the basis of feedback and design for service improvement.

In Mother Tongue, I agree with Amy Tan’s claim that people value how you speak more than what you are speaking. Tan explained how her mother spoke poor English and this lead to others treating her mother as inferior. This belief has come to fruition in my experiences as well; I recall a time when I was waiting in line to check out at ShopRite, I noticed how the cashier gave the lady in front of me attitude as the lady bought her groceries. When I checked out however, the cashier was pleasant. Subsequent to reading Tan’s passage, it hit me that the cashier's negative demeanor was probably due to the fact that the customer in front of me spoke broken English with a foreign accent. The lady was attempting to learn a second language

The first and second year after moving from China to the United States, I was afraid to talk to strangers because my English was not quite well. I had to depend on my husband to deal with my personal business, such as making a doctor’s appointment, calling to the bank, or questioning the DMV officers. Douglass says, “being a slave for life began to bear heavily upon my heart” (62). Being a dependent and helpless adult is a shame for me. In addition, I did not have extra money to go to school to improve my English skills. Thus, I stayed home all the time to avoid the embarrassment that happened when I did not understand strangers’ conversation. Meanwhile, being silent at home leaded worries to my future. I realized that I had to improve my oral English to gain self-confidence. I spent time reading various articles on the internet, and I watched English dialogues’ videos on YouTube. As a non-English speaking immigrant living in the U.S., I challenged myself to overcome difficulties to integrate myself into a new

When I moved from Colombia to the United States on December of 2013, I started studying the language and using it for necessities. Despite of my efforts, I could not got rate of my accent and it made my pass a temporally hard time. People made fun of me and my bad speaking skills. Even though that I was from Colombia, for them I was Mexican. At the beginning it hurt my feelings because I knew that my speaking was not perfect but also it made me stronger, and made me want to improve it every day.

The day I stepped off the plane and landed in America, I knew that I’d have to face a great challenge. Being a first generation immigrant from Vietnam, I would have to learn English as quickly as possible. Although I’ve arduously prepared for this transition by learning basic vocabulary and grammar in my native country, I quickly realized that my practical aspect of using the language such as listening, conversing, pronunciation to be insufficient. By immersing myself in an English-speaking world, I finally addressed my lingual deficiency within a year.

Customer service is the provision of service to customers before, during and after a purchase. Customer service is a series of activities designed to enhance the level of customer satisfaction – that is, the feeling that a product or service has met the customer expectation. Good customer service is

English is often a second language for many of the people who shop at the store I work at, making even basic communication with customers a challenge. When a problem arises, such as a declined credit card or incorrect pricing, the language barrier creates a stressful situation. The customers and I struggle

In 1995, my family left Thailand as refugees and came to the United States. My Parents and I did not know how to speak English upon arrival, which limited our self-reliance and independence. Luckily, my older sister and her husband had been part of the first waves of Hmong immigrants to come to the United States and they had already acclimated to American’s culture. For the first couple of years, my brother-in-law acted as a translator and as my family’s personal guide to all things American. Of course, my brother-in-law wasn’t fluent in English, but instead, spoke a broken version of English which was adequate for taking us to the grocery stores and enough to teach us some of the cultural norms. This made the transition from the jungles of

As a first generation immigrant, everything is new here; new culture, new language, and a new society . I think the most difficult thing I have faced in the United States is the language. Learning a new language is not that easy, but language is the most vital key of being success, and it is also an important key factor for communication. I was afraid of speaking English because I am afraid of making mistakes, which had made me to become introverted or even feeling depressed during the first year in the United States. But after a year long study in high school, I have realized that, making mistakes is fine as long as I am able to express what I want to say, as mistakes and failures are also the keys to success.

I remember from when I worked in retail & having to deal with situations of other cultures & language barrier. I first tried to communicate with

The other option of payment that ASDA has was customer can choose to use self- scan checkouts machine, which is customer require to scan the barcode themselves, input the types of items, weight them and place all scanned items into a “bagging area”. The weight observed in the bagging area is verified against previous stored information to ensure that customer put the correct item in bag, and allowing customer to proceed only if the observed and expected weights match. In some cases the shoppers are trying to purchase an item through self- scan tills, and does not scan the item, and directly put the item in bagging area, the system will not be proceed. And the error message of “please contact staff” will appear.

My AHA speech revolves around a culture that I’m very familiar with, the Asian immigrant culture. In another word the FOB (Fresh Off the Boat) culture. This term was used to describe Asian immigrants from years ago who came to the United States by boat. Although most immigrants these day came in an airplane, the term is still widely used. My questionnaire was based on my own experienced and other immigrants’ that I had talked to. Even though each person that I talked to had their own personal story, they all shared a common characteristic; they all had difficulty fitting in with their accent. Immigrants who came here from middle school or high school and above, had more trouble with their accent than those who came in elementary school. It’s

I immigrated to the US with my family six years ago. At that time, we had a hard time adapting to the new environment because of the new language and the differences in culture. During the first few weeks after I started school, I felt really frustrated at myself as my inadequate english skills were not good enough for me to communicate with my teachers and peers. However, my parents were the ones that suffered the most. The language barrier made it difficult for them to find jobs and get through their daily life tasks. I still remember vividly that one time when my dad and I went to a pharmacy to pick up his medications. He struggled to communicate with the pharmacist and recieved juding stares for his broken English. For the first time in

Our new and improved customer service will meet your needs in every aspect of your shopping experience. We want to make sure your happy as soon as you walk through our doors. We will have employers at our front entrances that will welcome you into our store. We aim to build a lasting relationship with you from the start.

Customers at Roadies range from somewhat normal and polite to disrespectful. The customers in the morning are mainly farm workers and 95% don’t speak English. So, I make do with the language barrier. A coworker of mine, Sarah Divina asked, “Will it hurt them (Mexicans) to at least try to learn some English? I can understand if they’re new in this country, but most of them had been here for years.” At first, it felt like I could only perform my job with one hand behind my back.