You are a customer service representative who is dealing with a customer over the phone who has a thick accent. His culture values haggling and deal making. When you suggest a possible solution he automatically discounts it. What strategies would you employ to make sure you can understand the customer? If you realize the customer is trying to haggle with you, but you are only authorized to allow so much as a solution, what strategies would you employ to address this cultural difference?
You are a customer service representative who is dealing with a customer over the phone who has a thick accent. His culture values haggling and deal making. When you suggest a possible solution he automatically discounts it. What strategies would you employ to make sure you can understand the customer? If you realize the customer is trying to haggle with you, but you are only authorized to allow so much as a solution, what strategies would you employ to address this cultural difference?
Chapter1: Taking Risks And Making Profits Within The Dynamic Business Environment
Section: Chapter Questions
Problem 1CE
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You are a customer service representative who is dealing with a customer over the phone who has a thick accent. His culture values haggling and deal making. When you suggest a possible solution he automatically discounts it.
What strategies would you employ to make sure you can understand the customer?
If you realize the customer is trying to haggle with you, but you are only authorized to allow so much as a solution, what strategies would you employ to address this cultural difference?
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