George, a customer relationship manager, is going to be away on ...

[SO00]

George, a customer relationship manager, is going to be away on vacation for a week. During his absence, he will continue to receive e-mails from customers. In order to maintain a positive customer-service image, George should use his e-mail program's auto-responder function to:
 
  A. refer the customers to a staff member who can help.
  B. categorize all customer complaint e-mails as spam.
  C. delete all e-mails addressed to him while he is away.
  D. tell his customers that they cannot be helped.

Question 2

Gloria is the front desk executive at an organization. Her colleague, Liam, handles customer complaints. Liam has requested Gloria to answer all incoming calls while he is in a meeting. The first call Gloria receives is from a customer complaining about the delayed delivery of a product. Gloria is not sure about the organization's policies toward delayed deliveries. To cultivate a good customer-service image, what would be the best action for Gloria to take?
 
  A. She should blame the organization's logistics department for this problem, and let thecustomer know that she is only a helpless front desk employee.
 B. She should get Liam on the line after the meeting and make the customer repeat the entirestory.
 C. She should respond only in those areas in which she is qualified, and quickly refer thecustomer to someone who can help.
 D. She should promise the customer a 50 percent discount on his purchase to get the customer off the telephone as soon as possible.

[IRincones]

Answer to Question 1

A
In order to maintain effective a positive customer-service image, George should use his e-mail
program's auto-responder function to refer the customers to a staff member who can help. The
auto responder is a message-response system that automatically replies to e-mails in the
employee's absence. This will help convey to the customers that the organization is not simply
ignoring their message.

Answer to Question 2

C
In the context of cultivating a good customer-service image, Gloria should ideally respond only
in those areas in which she is qualified, and quickly refer the caller to someone who can help.
She should not make the customer repeat the entire story to someone else.

[SO00]

TYSM

[JaynaD87]

Excellent