Customer service case study questions and answers

Actionable customer service tips and ideas, delivered weekly. No sales pitches, no games, and one-click unsubscribe. That is to say, customer service should be a conversation rather than a cold, lifeless script. This is where flexible responses—in lieu of pure scripts—can be quite useful.

Customer service case study questions and answers

If you are yourself taking care of customer service, bear in mind the following rules, they might save or even improve your image. We have all experienced this.

Automatic hotlines never leading to answers, customer services ignoring us, expensive hotlines forcing you to pay to complain, emails never receiving any answer, people sending you from a department to another constantly asking you to repeat your story Recently, I have experienced what might have been the worst customer service experience I ever had.

In this article, I will study this specific case and try to highlight what would have been the correct behavior, how this company could have saved a customer without necessarily spending money.

Want to skip the detail of my customer service experience? Early SeptemberI fly Lufthansa with my friend.

When an item isn’t available

We booked tickets way earlier and we are now ready to fly. Lufthansa's staff is on strike. As I am French, I can hardly blame Germans for being on strike: My flight is changed to another airline and confirmed.

Customer service case study questions and answers

We fly with my friend, but starting then, nothing goes right: A few days later, I prepare a long, polite, detailed and well organized email to describe my exact situation to Lufthansa's customer service, convinced that I will get a quick and efficient answer.

After a few minutes, I receive an auto-reply: Dear Customer, Thank you for your email. We will contact you with an answer to your query as soon as possible. In the meantime, your patience is highly appreciated. Thank you for choosing Lufthansa and we look forward to serving you online and in flight.

Case Study Interview Questions [Updated for ]

I will receive a quick answer. A week later, I still have nothing.

Customer service case study questions and answers

I send another email, copying the original message and asking if my case is being handled. I check online and find that there are several "customer service" lines for Lufthansa.

I decide to try calling. This time someone answers me! And the answer is clear and precise: I send a third email asking if I can expect receiving an answer someday.

Need help?

Could they not have redirected me in the first place?Case Study – A Night Out Trainer Guidelines There are many ways in which the ‘A Night Out’ case study can be used. Perhaps it is most Inconsistent service confuses the customer and leads to a breakdown in trust.

Risk factor – building on this point regarding inconsistency. Customer Service Examination Study Guide After each practice exam you will be given the correct answers to the questions and an explanation (if necessary) for why it is the best choice. You should carefully study each 2.

When a customer presents a service representative with a request. The following list of case study interview questions will help you build a narrative using the “Problem - Agitate - Solve” method.

The importance of a good customers service: case study with

Use these prompts to get started and add more specific case study interview questions for your business or products. Case Interviews and Work Sample Questions in Marketing, Sales and Customer Service 1.

Work samples and case interview questions you can use A HireArt Presentation ` 10 Customer Service Questions (2/2) QuestionTitle Question A micromanaging client You are working with a new client.

How to conduct work sample and case study .

Case Study A rapidly growing candy manufacturer felt they had a solid understanding of the service levels required by their customers. They wanted to perform a customer survey to confirm the needs of their customers, and more importantly, to determine how their service performance compared to the competition’s. Case Interviews and Work Sample Questions in Marketing, Sales and Customer Service 1. Work samples and case interview questions you can use A HireArt Presentation ` 10 Customer Service Questions (2/2) QuestionTitle Question A micromanaging client You are working with a new client. How to conduct work sample and case study . Case Study Interview Examples: Questions and Answers You will need to prepare for an interview where case study questions will be asked. While preparation is required for every job interview, extra time is required to adequately prepare for case study interviews.

Case Study A rapidly growing candy manufacturer felt they had a solid understanding of the service levels required by their customers.

They wanted to perform a customer survey to confirm the needs of their customers, and more importantly, to determine how their service performance compared to the competition’s. The clock’s customer service case study questions and answers hand will be pointing at 15 minutes — we recommend reviewing each question and then developing a logical framework or approach for answering each one.

Case Study Interview Examples and Questions