Is Customer Service Dead?

Reflect on a recent experience you have had as a customer.  Was the customer service a good experience or a bad experience?   

  • Describe the experience. Explain your feelings.
  • Now imagine that you are the manager of that department.  As the manager, what would you say to the employee about your experience? 
  • Write two things you would say to the empoyee’s supervisor if you had the chance.
  • Reply to peers â€“ Did your peers respond the same way you would have in that situation?
  • If not, what would you have done?
  • If so, why did you both have the same reaction?