Customer service on the job

Get Custom Essay on Customer service on the job

Let Our Team of Pofessional Writers Take Care of Your Paper.


Need by 07 Nov 2015 2300hrs EST


The most crucial aspect of providing stellar customer service involves being able to define the problem so you can prioritize the solution(s). It only takes one or two interactions with a customer service department that cannot understand what the problem is and thus cannot resolve it for a customer to lose confidence in a company’s support system. Experiencing issues with a customer service department can cause a lack of trust for the customer and result in the customer taking their business elsewhere.


Using the 5 W’s from the CSR Tool Belt see if you can resolve the following problem.


Scenario: Using the 5 W’s in a Live Chat


Company overview:AutoBill is a service which aggregates all of your bills in one central file and pays them all for you based on several different options: customers can pay by one monthly check sent to AutoBill’s offices through regular mail, directly online using a checking account direct debit, or by using a credit card or debit card either online, or over the phone.


The following interaction takes place on AutoBill’s Live Chat on a Monday morning:


After entering their account number, and selecting “Live Chat now”, the following appears:


CSR: This is Gabriel. How may I help you today?


Female Customer: I need to know how to pay this bill as there is no address on the bill.


CSR: What address did you use previously on your last bill?


Female Customer: I didn’t.


CSR: Okay, so you want to start paying online then?


Female Customer: No, I don’t. I just need an address.


CSR: There should have been an address that was sent with the bill payment request.


Female Customer: No there is no address and I need to pay this. Can you help me?


CSR: You can just pay it online so you won’t be late. Just enter your last four digits of your social security number.


Female Customer: First of all I don’t know it as I am paying this for my Uncle who just died. Secondly, it is due in three days’ time so I want to FedEx this. Can I get an address?


(pause for a few minutes while CSR answers another customer in a separate chat)


CSR: I am sorry I don’t have an address available but do please feel free to use our on-line payment system. Thank you.




  • Briefly describe the overall customer service problem.

  • Using the 5 W’s identify the problems in the customer interaction from the standpoint of the customer.

  • Consulting your CSR Tool Belt, and the Customer Service Resolution Strategies from the Learning Activity, explain what tools and strategies are not being used properly in this scenario and how they are not being used properly.

  • Determine what would need to be addressed and how if this call could be re-enacted with you as the Customer Service Representative (CSR) to resolve the problem.




Respond using a minimum of 1–2 pages (250–500 words) response in essay format using APA format and citation style. You should not use more than one short citation if any. Include an additional title and references page and submit this Assignment to the Dropbox before the end of the unit.


* Disclaimer: This exercise may include actual companies and brand names solely for instructional purposes; this exercise is not associated with any such actual company or brand name. All trademarks remain the property of their respective owners.




Gibson, P. (06/2011). The World of Customer Service, 3e, 3rd Edition. [VitalSource Bookshelf Online]. Retrieved from


Need by 07 Nov 2015 2300hrs EST


Get 20% Discount on This Paper
Pages (550 words)
Approximate price: -

Try it now!

Get 20% Discount on This Paper

We'll send you the first draft for approval by at
Total price:

How it works?

Follow these simple steps to get your paper done

Place your order

Fill in the order form and provide all details of your assignment.

Proceed with the payment

Choose the payment system that suits you most.

Receive the final file

Once your paper is ready, we will email it to you.

Our Services

Best Quality Essays has stood as the world’s leading custom essay writing services providers. Once you enter all the details in the order form under the place order button, the rest is up to us.


Essay Writing Services

At Best Quality Essays, we prioritize on all aspects that bring about a good grade such as impeccable grammar, proper structure, zero-plagiarism and conformance to guidelines. Our experienced team of writers will help you completed your essays and other assignments.


Admission and Business Papers

Be assured that you’ll definitely get accepted to the Master’s level program at any university once you enter all the details in the order form. We won’t leave you here; we will also help you secure a good position in your aspired workplace by creating an outstanding resume or portfolio once you place an order.


Editing and Proofreading

Our skilled editing and writing team will help you restructure you paper, paraphrase, correct grammar and replace plagiarized sections on your paper just on time. The service is geared toward eliminating any mistakes and rather enhancing better quality.


Technical papers

We have writers in almost all fields including the most technical fields. You don’t have to worry about the complexity of your paper. Simply enter as much details as possible in the place order section.