Chapter 7, Problem 7aPYSMFA

Summary Introduction

To determine:

The following Instant Messaging (IM) conversation is between a customer and a customer service agent. Review this conversation and explain how the customer service agent could have handled the situation more effectively.

Agent: Thanks for contacting Home Exercise Equipment. What’s up?

Customer: I’m having trouble assembling my home gym.

Agent: I hear that a lot! LOL

Customer: So is it me or the gym?

Agent: Well, let’s see . Where are you stuck?

Customer: The crossbar that connects the vertical pillars doesn’t fit

Agent: What do you mean by doesn’t fit?

Customer: It doesn’t fit. It’s not long enough to reach across the pillars.

Agent: Maybe you assembled the pillars in the wrong place. Or maybe we sent the wrong crossbar.

Customer: How do I tell?

Agent: The parts aren’t labeled so could be tough. Do you have a measuring tape? Tell me how long your crossbar is.

Introduction:

Instant messaging (IM) is a fast and easy way of online chatting method which facilitates for real-time conversations. Organizations use this method for customer service as it is more quick and personalized.