Assignment: Challenging Customer Experiences
Overview
The readings describe ten characteristics of challenging customers. When dealing with customers, is should be expected that we will come across challenging customers who have one or more of the characteristics. The purpose of this discussion is to formulate a "best practice" plan in resolving the situation.
Instructions
Challenging customers can be put in different categories, due to the characteristics they exhibit. Each type of customer may need to be supported in different ways, especially in the way they are communicated with. The categories identified in the readings include:
i. Older customers
ii. Impatient customers
iii. Angry customers
iv. Analytical customers
v. Noncommittal customers
vi. Superior customers
vii. Immature customers
viii. Talkative customers
ix. Customers with special needs
Think of a time when you have dealt with or have witnessed a customer being challenging. Address the following in your initial response:
i. Describe the situation.
ii. Identify the characteristic(s) displayed by the customer.
iii. Describe the response of the employee.
iv. Evaluate the effectiveness- was the situation resolved? Why or why not?
v. Based on the readings of this module, what could the representative have done differently?
Format your assignment according to the following formatting requirements:
i) The answer should be typed, using Times New Roman font (size 12), double spaced, with one-inch margins on all sides.
ii) The response also includes a cover page containing the title of the assignment, the student's name, the course title, and the date. The cover page is not included in the required page length.
iii) Also include a reference page. The Citations and references must follow APA format. The reference page is not included in the required page length.