Sample Essay On Online Communication Exercise

Scenario 1

Customers needs can either be spoken where the customer states exactly what he/she needs or unspoken whereby the customer care representative figures out the need by himself or herself from the conversation with the customer, the customer doesn’t clearly reveal the need he/she wants from the customer care ( Hepler, 2009). For the first scenario, the unspoken need that the customer was sending to the service provider was the need for a change in days which payments were to be made to the company for mortgage because the customer had moved to a new job and his/her paydays had change.
The company employee was able to identify the customer’s needs by asking the customer to explain his/her situation so that he/she could be helped. By listening carefully as the customer explained his situation, the company employee was able to identify his/her issue.
The company employee, after listening to the customer’s situation assured him/her that they were going to help. He then suggested that in consultation with their manager they were going to change the payments dates to 10th of every month so that the customer could not be late in making the payments.
The service provider should have found out first from the customer the most convenient days for him or her to make payments before moving to consult with their manager, this could have made the customer more satisfied.

Scenario 2

For scenario 2, the unspoken need of the customer was that he/she wanted to be given special treatment or consideration to change the order to include coupon code because he/she was a great and loyal customer to the company.
In addressing the customer’s need specifically, the service provider told the customer that there was nothing he or she could do to add the coupon code on the order since the company policy does not allow.
The service provider could have allowed the customer speaks to their manager or supervisor, that way the customer could have become more satisfied.

References

Carey Hepler. (2009). Figuring out the Unspoken Needs of the Customer – Part 1 | jacksonville.com. Retrieved from http://jacksonville.com/interact/blog/bold_city_innovation/2009-06-07/figuring_out_the_unspoken_needs_of_the_customer_%E2%80%93_part
Meredith Estep. (2011). 5 Basic Skills Your Customer Service Reps Cannot Live Without. Retrieved from http://www.unitiv.com/intelligent-help-desk-blog/bid/75910/5-Basic-Skills-Your-Customer-Service-Reps-Cannot-Live-Without