Customer Service Case Study

Group F/Pink Team

Alex Wrightman, Jordyn Smith, Jhanique Nicholas, Daviann

Rutherford, Nyssa Baetsen
Question 1
A client walks in indicating they have
an appointment to meet with one of
the staff. You check the schedule and
confirm they do indeed have an
appointment. When you invite them to
take a seat and that it should be just a
few moments, the person decided to
engage you in a never-ending social
conversation, what do you do?
Answer 1
It is important to make the client’s feel welcome and comfortable. It’s a good idea to let
them feel heard instead of dismissing them in a rude way. With that in mind, let him/her to
speak their thoughts, then when the moment is right, redirect them to having a seat and
wait to be called upon. Strategies To Use:

● Listen attentively

● Engage lightly but, not for a long period of time (this means avoid
bringing up your own personal stories)

● Gently redirect the patient to have a seat, they will be seen shortly
(watch your tone, so you do not come off as harsh)
Question 2
A client walks in indicating they have an appointment to
meet with one of the staff. You check the schedule and
discover they do not have an appointment? Or that the
appointment is tomorrow?
Answer 2
In this scenario I would inform the client that their appointment seems to be booked for
another date. Since they are already in the building, I would see if there are any openings
for today that would work with the staff members schedule as well as the clients. This will
hopefully help the client to feel as though their time has not been wasted or embarrassed
about the mix up. Strategies To Use:

● Always show care and concern by relating to the customer (i.e. I

understand that this must be frustrating but it seems as though you are
not scheduled for today)

● If you can, find a solution to the issue in order to help the customer (i.e.
We do have an opening today at 2:30 p.m. if you would like me to
schedule you in for that time)
Answer 2 (CONT’D)
● Apologize again for the miscommunication (i.e. I apologize for the mix
up in the schedule)

● If there are no openings available that day, I would look for a new date
or ask if they would like to keep their original date. I would also ask
them if they would like a call/text in advance as a reminder for their
appointment.
Question 3
A person shows up at your desk saying they have just been
bounced between four different offices and are frustrated
that they can’t get the information they want/need. The say
they aren’t leaving your office until they get the information
they came for.

By asking some open-ended questions, you discover that

they are actually looking for information that is available
in another office in another building. What do you do?
Answer 3
When dealing with a frustrated customer or client, it is best to maintain a calming but still positive attitude
to reassure them. You may feel uneasy about the clients outburst, but yelling back will only cause more
problems. When engaging an unhappy client try to give them a proper (helpful) answer. Strategies To Use:

● Sincerely apologize to the client about the building mixup in obtaining the information he/she needs
and offer to assist them.

● Offer to make a phone call to the other building for the client. If you are allowed, ask for the
information to be sent by computer or faxed over. You can also see if they can spare a worker to
come over to your department and speak to the client in person.

● If information cannot be sent over, kindly direct he/she to the right office and reassure them that
they will get the information they are looking for there. Again offer to call the Office to let them know
that the Client is on their way.
Alex Wrightman

Question 4
You have a client who has walked into your
place of work and is not wearing a mask as
per COVID-19 recommendations. You have
also noticed that they have coughed. What
would you do?
Alex Wrightman

Answer 4
When dealing with COVID-19 procedures it can be difficult and uncomfortable however, there are
strategies, methods of communication and policies on how to approach the situation of a client
entering the building without a mask. Strategies To Use:

● Inform the client you are genuinely sorry but government and company
policy mandate that you must wear a mask and that you unfortunately
won’t be able to service them if they refuse to comply.

● Ask the client COVID-19 screening questions such as have you traveled
recently or do you have a temperature/fever due to them coughing. In
some cases you would do this before they arrive for their appointment
or enter the building.
Answer 4 (CONT’D)
● Politely ask them to exit the building if they chose not to wear a mask as
there are other employees, clients, and families to keep protected.

● Inform the client that there are people in the building who will feel
unsafe with them coughing without a mask.

● Offer curbside pickup, over the phone or online services for purchasing
products as clients shouldn’t be inside businesses with no masks on
while showing symptoms of COVID-19.

● Inform the client that they have to abide by the COVID-19 regulations,
or they and the business can be fined.
Answer 4 (CONT’D)
This all said there are groups of people that may be unable to wear a mask. This includes children that
are under 2 years old and those “...of any age with certain disabilities, including cognitive, intellectual,
developmental, sensory, and behavioral disorders” (2020, Centers for Disease Control and Prevention).

Ideally they should send someone (health care provider, family member, delivery service, etc…) in their
place to pick up necessities or make an appointment over the phone.

If they must enter the building, it is recommended that they have some sort documentation from their
doctor, maintain social distancing and use hand sanitizer provided by the business. In some cases they
might have informed you ahead of time that they are unable to wear a mask and are coming for an
appointment.

It’s a good idea to check with your own business practices on what to do if you come across a person
that has been approved not to wear a mask.
References
Centers for Disease Control and Prevention. (2020, December 18). Considerations for Wearing Masks.” Centers for
Disease Control and Prevention. Retrieved February 6, 2021, from
www.cdc.gov/coronavirus/2019-ncov/prevent-getting-sick/cloth-face-cover-guidance.html#mask-adaptations-alternati
ves

Symplr. (n.d.). [Clients signing in at desk]. Retrieved February 6, 2021, from

https://www.symplr.com/healthcare-visitor-management/

*All remainder pictures were pulled from Pixabay and Word Clip Art
(specifically they were listed as Free for Commercial Use and Attribution
Not Required)