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Summary Assignment Unit08.docx MT221 Dealing Effectively and Ethically With Angry Customers Purdue University Global MT221: Customer Service The customer service representative at Groton airport did not care about the plight of the customer. The customer c$7.49
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Summary Assignment Unit08.docx MT221 Dealing Effectively and Ethically With Angry Customers Purdue University Global MT221: Customer Service The customer service representative at Groton airport did not care about the plight of the customer. The customer c
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Assignment U MT221 Dealing Effectively and Ethically With Angry Customers Purdue University Global MT221: Customer Service The customer service representative at Groton airport did not care about the plight of the customer. The customer care representative did not show sympathy to the distre...
assignment unit08docx mt221 dealing effectively and ethically with angry customers purdue university global mt221 customer service the customer service representative at groton airport did no
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MT221
Dealing Effectively and Ethically With Angry Customers
Purdue University Global
MT221: Customer Service
The customer service representative at Groton airport did not care about the plight of the
customer. The customer care representative did not show sympathy to the distressed customer.
The customer care attendant told the customer that he needs to calm down in a harsh tone,
making the customer more upset. The customer care representative dismissed the customer. The
customer care representative told the customer that there is nothing they can do and tell the
customer to look into other airlines. Showing the customer that they cannot help them further
will make the customer even more disappointed. The customer care also told the agitated
customer to move since other customers are waiting in line. That move may make the customer
think that he is not valued and that his needs are not as crucial as those waiting in line. The
customer care representative should have been a bit nice and shown sympathy to the agitated
customer.
In this case, the customer care representative defended the airline's rights. Since there
were no seats left, the customer care representative thought that referring the client to other
airlines was in order. It could have been true that there was nothing that the customer care
representative could have done, but the customer may not understand that. The customer also
may not have been right by raising his voice at the customer care representative. The customer
may not be right, but he has more power (Catherine et al., 2017). The customer can express
dissatisfaction to a larger audience which may be detrimental to the business. The customer care
representative should have been more careful while handling the customer.
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