Question

Describe one positive and one negative interaction you have experienced as an internal customer as an outside sales rep.

Identify and characterize different personalities encountered in a work environment.

List and explain the various concepts involved in the process of communication.

List and explain the various concepts involved in the delivery of customer service.

CLR 4 Describe strategies to establish and maintain positive customer relationships.

Objective:  Share with your colleagues in the course, interactions you have experienced.

Answer 1

Customers, while talking to a sales representative, expect him/ her to know about the product. At times, a sales representative gets confused with all the random questions and fails to answer. It is due to a lack of knowledge and interest in the product. A positive interaction happens when a sales guy can market the work in front of the customer and convince him/ her to buy the product. The customer also feels satisfied with the product and the services provided. A negative interaction with a customer can be when the customer gets frustrated and asks random questions that might not be related to the product. The sales representative at that time might lose patience and refuse to answer the customer's problems.

The employees find different types of personalities in the workplace. The characters include ambitious, shy, anxious employ,e, e, and too tempered employees. An ambitious employee can act as a good leader and does the work before the given deadlines. An introvert might fail to become a perfect leader but will complete the given task. An anxious employee is the one who always complains about one thing or the other. An employee with extreme temperament might lose his patience fast and should not be allowed to interact with the customers.

The process of communication has the following concepts: sender, message, code, channel, medium, noise, feedback, and receiver. The sender is the one who sends a message, whereas a receiver is the one who receives it. The code is in a digital form from the part of the sender and converts to an analog form while coming back to the receiver. The channel is the human voice, and the medium is the means of communication. The noise is the disturbance while sending and receiving while the receiver gives feedback.

The main concepts of customer service are: being available on time, being in a loop, better communication, and consistent service. The customers' benefits should be available on time, and the customers should be asked from time to time about their experiences with the product. The service should be consistent.

The customer relationships are maintained by providing them better services and support from time to time, by opening doors for their opinions and feedback and by making better loyalty programs so that they stick to the brand.