Message 7.A: Media Skills: IM, creating a Businesslike Tone [LO-4] Review this IM exchange and explain how the customer service agent could have handled the situation more effectively.

Agent: Thanks for contacting Home Exercise Equipment. What’s up?

Customer: I’m having trouble assembling my home gym.

Agent: I hear that a lot! LOL

Customer: So is it me or the gym?

Agent: Well, let’s see g

. Where are you stuck?
Customer: The crossbar that connects the vertical pillars doesn’t fit.

Agent: What do you mean doesn’t fit?

Customer: It doesn’t fit. It’s not long enough to reach across the pillars.

Agent: Maybe you assembled the pillars in the wrong place. Or maybe we sent the wrong crossbar.

Customer: How do I tell?

Agent: The parts aren’t labeled so could be tough. Do you have a measuring tape? Tell me how long your crossbar is

The Agent did come off as been rude and not professional one bit. Expressing sarcasm with a customer in dire need is totally unacceptable! Below is an outline of how the Agent ought to have properly handled the situation.

Explanation:

Agent: Hello, Thanks for contacting Home Exercise Equipment. I am Charles (introduce yourself so the customer feels comfortable communicating with you) Rather than say "What’s up" (which is rude), kindly ask in a professional manner by saying " How may I be of service you Sir/Ma'am?

Customer: I’m having trouble assembling my home gym.

Agent: saying this is wrong: "I hear that a lot! LOL" (its rude)

This should be the ideal response: I am sorry to hear that, I understand assembling a home gym can be quite tricky and I am here to walk you through it okay.

Customer: So is it me or the gym?

Agent: Well, let’s see g  

. Where are you stuck?

The above response is wrong, below is the right approach.

I believe assembling those gym parts can be a bit technical and I will carefully help you put it together Sir/Ma'am (always show respect to customers)

What exact trouble are you facing as regards putting it together? (asking this would help give a better insight as regards the problem at hand and how best to tackle it)

Customer: The crossbar that connects the vertical pillars doesn’t fit.

Agent: What do you mean doesn’t fit?

Wrong response again!

This should be the right statement:

Sorry about that, are the sizes same or the crossbars appears longer?

Try connecting it while we speak

Customer: It doesn’t fit. It’s not long enough to reach across the pillars.

Agent: Maybe you assembled the pillars in the wrong place. Or maybe we sent the wrong crossbar.

(saying maybe the customer is wrong is rude, one should always remember that customers/clients are always right. Also, saying maybe a wrong crossbar was sent denotes inefficiency on the company's side which is totally wrong).

The Agent should say: Give me a second while I take a look at the model forwarded to you okay, sometimes, little adjustments could make it all right. Probably the pillars aren't matching so, could you tell me which pillars and crossbars you have?

Customer: How do I tell?

Agent: The parts aren’t labeled so could be tough. Do you have a measuring tape? Tell me how long your crossbar is

Right response should be: Sir/Ma'am, do you have a measuring tape? I will please need you to carefully measure each of the crossbars you see and then I can tell you where to place each of them right away

send the charted data

answer; exemplars;