MGMT385DBR321 1. Initial Question: Service providers can deal with rude or inconsiderate customers by making sure that they remain professional. Just because the customer is rude does not mean that the service provider should also be rude. Service providers should avoid retaliation when dealing with rude customers. · How can you effectively deal with rude or inconsiderate customers? Primary Post: Dealing with rude or inconsiderate customers is a challenge for any business, regardless of sector. Companies need to have a strategy to handle these types of customers. It can be challenging to keep calm when a customer is disrespectful. Still, it is essential to remain professional to preserve the customer's trust in the business. The first step to effectively dealing with rude or inconsiderate customers is to remain calm and professional. It can be difficult not to take the customer's comments personally. Still, it is essential to remember that it is the business that the customer is upset with, not the service provider. The service provider should remain calm and polite, no matter how difficult the customer may be. It is essential to maintain a positive attitude, as this will help to de-escalate the situation. Listening to the customer and trying to understand their concerns is also necessary. Customers often become frustrated when they feel their problems need to be taken more seriously. By listening to the customer and acknowledging their concerns, the service provider can demonstrate that they take the customer's concerns seriously. This will help build trust and respect between the customer and the service provider and help diffuse the situation. The service provider should also be clear and direct when responding to the customer. This will help to ensure that the customer is clear on what is expected of them. The service provider should also be firm but not aggressive. Keeping a professional tone and not arguing with the customer is essential. If the customer continues to be rude or inconsiderate, the service provider should not retaliate (Punyatoya, 2018). While it can be difficult not to respond in kind, retaliating will only make the situation worse. Instead, the service provider should remain professional and try to de-escalate the situation. Service providers need to be empathetic when dealing with customers. This may mean taking a step back and understanding why a customer is acting in a certain way, such as being frustrated or overwhelmed. By understanding how the customer feels, the service provider can demonstrate that they are on the same side, which can help build rapport and de-escalate the situation. Additionally, showing empathy may help build trust and establish a connection with the customer, which can benefit both parties (Ngo et al., 2020). Furthermore, service providers should be patient and understanding, as customers may need help understanding all the details of the situation or product. An empathetic response can hel.

1. MGMT385DBR321
1. Initial Question: Service providers can deal with rude or
inconsiderate customers by making sure that they remain
professional. Just because the customer is rude does not mean
that the service provider should also be rude. Service providers
should avoid retaliation when dealing with rude customers.
· How can you effectively deal with rude or inconsiderate
customers?
Primary Post:
Dealing with rude or inconsiderate customers is a challenge for
any business, regardless of sector. Companies need to have a
strategy to handle these types of customers. It can be
challenging to keep calm when a customer is disrespectful. Still,
it is essential to remain professional to preserve the customer's
trust in the business.
The first step to effectively dealing with rude or inconsiderate
customers is to remain calm and professional. It can be difficult
not to take the customer's comments personally. Still, it is
essential to remember that it is the business that the customer is
upset with, not the service provider. The service provider
should remain calm and polite, no matter how difficult the
customer may be. It is essential to maintain a positive attitude,
as this will help to de-escalate the situation. Listening to the
customer and trying to understand their concerns is also
necessary. Customers often become frustrated when they feel
their problems need to be taken more seriously. By listening to
the customer and acknowledging their concerns, the service
provider can demonstrate that they take the customer's concerns
seriously. This will help build trust and respect between the
customer and the service provider and help diffuse the situation.
The service provider should also be clear and direct when
responding to the customer. This will help to ensure that the
customer is clear on what is expected of them. The service

2. provider should also be firm but not aggressive. Keeping a
professional tone and not arguing with the customer is essential.
If the customer continues to be rude or inconsiderate, the
service provider should not retaliate (Punyatoya, 2018). While
it can be difficult not to respond in kind, retaliating will only
make the situation worse. Instead, the service provider should
remain professional and try to de-escalate the situation.
Service providers need to be empathetic when dealing with
customers. This may mean taking a step back and understanding
why a customer is acting in a certain way, such as being
frustrated or overwhelmed. By understanding how the customer
feels, the service provider can demonstrate that they are on the
same side, which can help build rapport and de-escalate the
situation. Additionally, showing empathy may help build trust
and establish a connection with the customer, which can benefit
both parties (Ngo et al., 2020). Furthermore, service providers
should be patient and understanding, as customers may need
help understanding all the details of the situation or product. An
empathetic response can help to alleviate any confusion and
ensure the customer is taken care of. Being compassionate is
critical to providing excellent customer service and can help
build a positive relationship between the customer and the
service provider.
In conclusion, dealing with rude or inconsiderate customers is
always challenging, but businesses need to have a strategy to
handle these types of customers. By remaining calm,
professional, and empathetic, service providers can effectively
deal with rude or inconsiderate customers and help to preserve
the customer's trust in the business.
#1 Yolanda: When dealing with rude or inconsiderate
customers, service providers should remain professional. The
service provider should not respond by being rude and should
ensure that they consider future business dealings with the
individual or one with similar behavior. One of the ways to
remain professional is by avoiding retaliating or responding in
kind. The service provider should remain calm when faced with

3. unexpected responses or inquiries from a customer. A customer
can violate the sense of respect for the employee, which can
trigger negative emotions and responses (Mahr, et al., 2019).
Avoiding retaliation prevents the risk of escalating the situation
further. It also allows the customer to reflect on what they have
said, as well as giving the service provider a chance to gather
their thoughts. In business, there is a saying that the customer is
always right. Therefore, the customer can view retaliation from
a rude comment or question as a way of aggression from the
provider. The provider should always stay alert to the
customer's behavior to avoid deteriorating the situation through
retaliation. One should assess the situation first before making
any comments or responses, which also involves determining
whether it could threaten personal safety. For example, a rude
customer may attempt to attack the provider physically. In such
a case, the individual should avoid physical confrontation and
call another colleague to assist in de-escalating the situation.
The other way to deal with a rude customer effectively is to
become empathetic based on the situation. A customer may be
angry about a product, or service and make angry comments.
However, the service provider becomes the target and should
not have express frustrations on based comments. Some
customers may be experiencing feelings like restlessness, and
anxiety especially after facing minor inconveniences. For such a
customer, the service provider should not take the situation
personally, but should recognize the feelings of the customer.
The response requires emotional intelligence from the service
provider, which entails identifying the underlying problem, and
how best to solve it. The provider should offer to assist the
customer in the best way possible (Mahr, et al., 2019). The
individual should also maintain self-control to ensure that they
use persuasive language to respond to customer comments. In
some cases, the comments may be on an online platform, where
the conversation is not on a face-to-face basis. For example, a
provider may be responding to a customer that received the

4. wrong package during shipping. In such a case, the individual
should note the reason for the customer's disappointment and
respond to reassure the customer that the problem will be
rectified immediately without further costs and apologize to the
customer regardless of whose fault it was in the organization.
The third way of dealing with rude customers effectively is to
stand firm. For example, a customer may continue insisting on
seeing a senior person or repeat similar questions regardless of
the explanations given. In such a case, the service provider
needs to be more assertive in the response to ensure that the
customer is convinced of the solution suggested or has the
necessary information required before taking further steps
(Mahr, et al., 2019). Some customers may insist that they have
power over the service provider and may even say things that
are against the rules or terms of conditions. For such cases, it
requires being convincing and ensuring the customer that one is
responsible or qualified to respond to the concern. It is
particularly important if the service provider is at a senior level
and the customer cannot access another senior individual.
Assertiveness is important in offering facts, explanations, and
rules.
#2 Solomon: Service providers can deal with rude or
inconsiderate customers by making sure that they remain
professional. Just because the customer is rude does not mean
that the service provider should also be rude. Service providers
should avoid retaliation when dealing with rude customers.
In my career field, I have dealt with this on numerous
occasions. In the food service industry, whether its retail,
healthcare, or schools, customers get very upset when service is
perceived to be incorrect. It could be from various reasons to
include – long wait times, incorrect orders, products not at the
right temperature or even forgotten items. As a food service and
customer service expert, I have learned that the organization
must control the tempo by using proper judgement and
responses no matter how hostile the customer may become. The

5. service provider must protect the brand.
The term “the customer is always right” must be fully
expressed in confrontational situations. And staff members must
be fully trained on how to handle these situations. Also,
managerial staff must be able to identify when staff members
are in “A bad mood” and know their staff members and what
they are capable of because the customer could ask a simple
question and the staff member could just be having a bad day
and give a negative response that could ignite the customer.
In the case of dealing with inconsiderate customers, the first
thing the staff member should know is to maintain a level tone
no matter how hostile the customer gets. Next, the staff member
should understand that its not a personal attack and shouldn’t
respond in a personal manner. The staff member should exercise
all actions to ensure the situation does not become personal and
should attempt to resolve the issue as quickly as possible.
For example, let’s say a customer received a wrong order
and is already having a bad day. that customer might initially
react negatively. The staff member should take a breath, not
show any emotion, and respond kindly. “My apologies, I’ll get
that corrected Sir or Ma’am”. If the staff member is untrained
and responds back negatively, the situation will escalate. Staff
should also understand that when situations get out of hand,
they should notify a supervisor immediately to de-escalate the
situation.
Supervisors and staff should fully understand that “the
customer is always right” and not to take issues personally.
Once they can fully absorb this concept, handling issues will be
very easy and controlled. Accommodating a customer with
supplemental items is far more inexpensive than to deal with a
hostile situation that could affect other guests and possibly
tarnish your brand. So when dealing with inconsiderate
customers, meet their aggression with positive responses, try to
accommodate them at all costs, and notify a supervisor to de-
escalate the situation.

6. MGMT385DBR231
Initial Question:
· How can verbal feedback affect customer encounters?
· Be sure to provide support for your position by including
examples.
Primary Response:
Verbal feedback is a form of communication through which
customers and representatives of businesses can interact and
exchange information. It is a powerful tool that can be used to
build strong relationships, and it has the potential to make or
break customer encounters. It enables both parties to express
their feelings, enhance understanding, and create a more
satisfying customer experience. Verbal feedback can be positive
or negative, and how it is used can make or break a customer's
experience.
Positive verbal feedback can create positive customer
experiences. Positive verbal feedback can be used to show
appreciation for a good job or to thank a customer for their
patronage. Positive verbal feedback can also be used to build
relationships with customers. For example, when a customer
speaks with a representative, they may be asked if they need
help with anything else or have any questions (Becker &
Jaakkola, 2020). This interaction can be beneficial, showing the
customer that the representative is listening to them and wants
to help. The use of positive verbal feedback can create a sense
of trust between the customer and the business, which can lead
to repeat business.
On the other hand, negative verbal feedback can also have an
impact on customer encounters. If customers are dissatisfied
with their experience, they are likely to be more vocal about it.
Negative verbal feedback can damage a business if it is not
addressed properly (Wu & Gao, 2019). It can lead to customers
feeling dissatisfied with the service they received and even
result in them choosing to take their business elsewhere.

7. Businesses must respond quickly and appropriately to verbal
feedback to ensure customer satisfaction. If a customer receives
positive verbal feedback, the business should thank them for
their input and ensure that the customer's needs are met.
Additionally, companies should take the time to address any
issues the customer may have raised to ensure they are satisfied
with their experience. For instance, if a customer complains
about the quality of the product they received, the business
should take the time to address the issue and try to rectify it to
keep the customer satisfied.
Verbal feedback can also have an impact on customer loyalty.
Positive verbal feedback can lead to customers feeling
appreciated and valued, making them more likely to return for
future purchases. Additionally, if customers receive a positive
response to their feedback, they are likely to feel more loyal to
the business and may even recommend it to their friends and
family. On the other hand, negative verbal feedback can lead to
customers feeling dissatisfied and may lead them to take their
business elsewhere.
In conclusion, verbal feedback can have a significant impact on
customer encounters. Positive verbal feedback can create
positive customer experiences, while negative verbal feedback
can create negative customer experiences. Businesses should
positively use verbal feedback and always be courteous and
respectful when responding to customers. By positively using
verbal feedback, companies can create positive customer
experiences and build customer relationships.
#3 Maisee: Verbal feedback has the potential to have a
significant impact on interactions with customers. Employees
can generate a pleasant experience for consumers by being
polite, kind, and helpful, which will leave customers with a
favorable opinion of the firm. Customers have a greater chance
of being loyal to a company if they are treated with respect and
courtesy, which in turn makes it more likely that they will
continue to do business with the organization. In addition, a
respectful demeanor can contribute to the development of trust

8. between the customer and the business, which may ultimately
result in improved client loyalty. There are several ways to
collect feedbacks and some of these examples are post-visits
email surveys, analog feedback, digital feedback, digital point-
of-sale, verbal feedback, messaging, real-time mobile platforms
(Local Measure, 2019).
Customers' perceptions of the quality of a product or service
can also be influenced by the comments they provide verbally.
If an employee is competent and offers the customer
information that is beneficial to them, then the customer is more
likely to have a favorable opinion of the product or service.
When it comes to high-priced items, this factor can be
especially significant, since consumers are more inclined to
make a financial investment in a product or service if they are
confident in its quality. If, on the other hand, an employee is
unhelpful or does not answer queries, a client may begin to
question the quality of the product or service being offered and
decide to go elsewhere.
Finally, vocal feedback has the potential to affect the result of
the interaction with the customer. It is more likely that the
consumer will make a purchase if the employee is able to fix the
problem faced by the customer in a prompt and effective
manner. This may be especially true for products that come with
a high price tag, as customers may be more ready to make an
investment if they feel as though their problem has been
resolved and the company can be trusted. On the other hand, if
the employee is uncooperative with the customer or does not
address their complaint, the consumer can conclude that they do
not want to purchase the product or service.
To summarize, verbal feedback has the potential to make a big
impact on interactions with customers. Employees may generate
pleasant experiences for customers and contribute to the success
of their organization by offering service that is polite, helpful,
and efficient. Customers are more likely to have a favorable
experience if they have the impression that they are welcomed

9. and valued, if their questions and concerns are addressed, and if
their inquiries and concerns are answered. Therefore, in order to
have a successful interaction with a customer, it is essential for
staff to be professional, courteous, and educated about their
respective fields.
#4 Amari: Customer satisfaction has become the primary
concern for most organizations across the globe. Companies
strive to offer exemplary services to their customers as the
primary determinants of the success of the organizations. This
has led to adoption of different communication approaches to
keep customers engaged and to continuously collect their views
concerning the quality of services and goods rendered in the
organization. AL-Fakhri & Alabdullah, (2021) notes that the
way customer perceive, engage and behave in the contemporary
global marketplace is central in the success of most
organizations. Thus communication becomes very necessary to
enhance human connection in a bid to creating memorable
experiences for the customers by offering required interactions.
As such, verbal communication becomes one of te primary ways
of engaging customers and has significant effects to customer
experience.
Verbal feedback from customers can have a significant impact
on customer encounters. It can provide both positive and
negative feedback that can shape the future of the customer
experience. Positive feedback can give companies insight into
what they are doing well and what they can do better. It can
also help build relationships between customers and employees.
On the other hand, negative feedback can provide valuable
insight into areas where the company needs to improve and can
help prevent similar problems in the future.
Positive verbal feedback can create a positive customer
experience. For example, when a customer is happy with a
product or service they purchased, they may offer their thanks
or praise to the employee. This can create a sense of

10. appreciation, which can be a powerful motivator for employees.
Additionally, it can help build strong relationships between
customers and employees, which can lead to more loyal
customers.
Negative verbal feedback can also be beneficial in customer
encounters. When customers are unhappy with a product or
service, they may express their dissatisfaction to the employee.
This can be an opportunity for the company to identify areas
where it can improve. For example, if a customer expresses
dissatisfaction with the quality of the product, the company can
use this feedback to make changes in order to better serve its
customers. Additionally, negative feedback can help prevent
similar problems in the future.
In conclusion, verbal feedback from customers can have a
powerful impact on customer encounters. Positive feedback can
help build relationships and motivate employees, while negative
feedback can provide valuable insight into areas where the
company needs to improve. By taking the time to listen to
customer feedback, companies can create better customer
experiences and foster more loyal customers.
MGMT385DBR132
Initial question:
What does great customer service mean to you?
Primary post:
Great customer service measures how well a company or
individual meets the needs of its customers. It is a combination
of providing top-notch products or services, a seamless
customer experience, and an overall level of satisfaction that
encourages customers to return for more. It is about
understanding the customer's needs and responding promptly,
effectively, and courteously.
Excellent customer service means going above and beyond the
expected. It is about providing the best possible experience for
the customer from start to finish. This involves comprehensive

11. knowledge of the products or services offered, clearly
explaining them to the customer, and addressing any issues.
Excellent customer service also means being proactive in
understanding the customer's needs and providing solutions that
address those needs.
Excellent customer service requires a company or individual to
be personable, friendly, and helpful. It means having staff that
is knowledgeable, approachable, and willing to take the time to
answer questions and address concerns (Følstad et al., 2018).
Excellent customer service also means having a sense of
urgency in addressing customer issues, proactively anticipating
potential problems, and acting swiftly to resolve them. For
example, Apple is known for its excellent customer service.
Apple offers a variety of ways to get help, such as 24/7 phone
and chat support, online forums, and in-store Genius Bars (Kam
& Rimmer, 2022). Apple also has an online support system that
allows customers to search for solutions to their problems or
ask questions. Additionally, Apple stores offer free workshops
and classes to help customers learn how to use their products.
These services give customers the convenience and assurance
that their issues will be addressed quickly and efficiently.
Finally, excellent customer service means going the extra mile.
It means providing customers with incentives, discounts, or
promotions to encourage them to come back and being available
for follow-up after the sale (Campbell & Schau, 2019). It means
only being satisfied with the customer's experience once they
are delighted. Excellent customer service should also involve
personalizing the experience for the customer. This could
include providing personalized recommendations, following up
after the sale, or providing additional services or discounts that
would benefit the customer. On top of all this, excellent
customer service should also be friendly and courteous, as this
helps to create a positive impression and foster trust and loyalty
in the customer.
For example, excellent customer service could involve
providing customers with personalized service. This could mean

12. sending them thank you cards for their purchase, emails about
special offers or deals, or even offering them discounts for their
loyalty. It could also involve providing customers with a FAQ
page on their website to answer any common questions they
may have. Additionally, excellent customer service could
involve having a customer service representative available 24/7
to answer any questions or address any customer issues.
In a nutshell, excellent customer service means providing
customers with the best possible experience from start to finish.
It is about understanding their needs and responding promptly,
effectively, and courteously. It is about being personable,
friendly, and helpful and going the extra mile to ensure
customer satisfaction.
#5 Shawnika:
Great customer service is an experience which encompasses
active listening, feedback, anticipating the basic
needs/requirements to fill said task, clear communication, the
ability to escalate if needed, appropriate resources to complete
the task, agreeable delivery terms, follow-up, and an incentive
for future use. When the items above are combine with
diversity, respect, compassion, and flexibility the outcome
produces great customer service. Customers perceive
satisfaction which leads to a stronger company image,
protection of marker shares, and increased customer loyalty
(Hallencreutz & Parmler, 2021). As consumers we experience
customer service in our everyday interactions. Often, we
remember both our worst experiences as well as our best. When
describing our worst customer service experiences, we often
point out all the things the customer service provider did wrong
or failed to do. I can reflect on two recent meal purchases where
I experienced poor customer service and customer service
excellence.
After viewing pictures of another friend’s experience, I chose to
place a call-in order to the top Japanese restaurant in our city.
The restaurant opened at 5pm and I attempted to call the line no

13. less than 6 times before it rang without a busy signal. Upon
answering, I was asked to hold which I did for more than 10
minutes to place the order. After placing the order, I was
required to pay, while driving, to have it started. The meal for 2
was $77.00, including 10% added gratuity, and the wait time
was 40 minutes. I set a phone alarm for 45 minutes and headed
in the direction of the restaurant. When the timer went off, I
entered the beautifully adorned facility where I checked in,
tipped, signed for the meal, and was told it would be an
additional few minutes’ wait. I returned to the car to retrieve
my sleeping child. We waited inside for an additional 30
minutes before the to go meal was ready. Before reaching home
and tasting the food, I had already decided I would never order
a to go meal from the establishment.
While picking up my son one evening I had an urge to eat at
Firehouse Subs. My first-time eating Firehouse was after being
sent a message, from a friend, showing they were providing free
subs with a purchase for individuals with names beginning in
“SI or SH”. I place my order in the store and enjoyed the food.
This time, I placed an online order from the car and the pickup
time was in 20 minutes. About 5 minutes after place the order I
received a phone call from the restaurant informing me they
unfortunately ran out of chicken, and they would gladly replace
the order with any other sub of my choice. I thanked the caller
and placed an alternative order. I then waited 20 minutes before
entering the store to pick up my order. I was greeted by name,
given another apology for the inconvenience, and thanked for
my understanding.
Of the two experience Firehouse subs provided customer service
excellence by reaching out to inform me (feedback), despite
lacking the requested item (appropriate resources to complete
the task), allowing me to determine a suitable alternative, and
meeting the agreeable delivery terms. When retrieving my
order, I was greeted with respect and thanked for choosing their
establishment. I felt my time was not respected at the Japanese
restaurant. They failed to offer accommodations to make me and

14. my child more comfortable while waiting, despite the restaurant
having a bar with ample seating. Based on my experience I
would try an alternative restaurant before returning to the
Japanese restaurant. Whereas on the alternate end I registered
an account and downloaded the app for Firehouse sub for future
purchases.
I prefer customer service excellence and receiving it makes me
more like to become a repeat customer with brand loyalty. Prior
expectations for products and services are considered a part of
the experience and affects satisfaction, things such as the
aesthetics of a full-service restaurant may increase customers
brand love and loyalty (Kim et al., 2021). According to
Newsweek (2020), Firehouse Subs was ranked number 4 in
Catering, Restaurant and Leisure for their ability to listen to
their customers and accommodate their needs.
#6 Mahrisa:
To customer service is the assistance that is offered to a
customer throughout the entire interaction you have with them.
I believe providing quality customer service is means to make
sue the customer is satisfied with the not only the product they
are buying but also the feeling of value they get when purchase
from any business. So many times, I have decided not to patron
establishments not because the products they offer we not up to
par but because the customer service I received was
unsatisfactory. I mean more to me that a business makes me feel
like they value their customers which would make me more
inclined to spend my hard-earned money on their products or
services. I believe that to be with any establishment whether it
be a restaurant or a clothing brand. I think customer service gets
lost in the shuffle of profits and sales. I have worked in
customer service for almost ten years, and I have dealt with
many different types of customers and one thing I have learned
is no matter how the customer may come across to you, talking
with a smile is mandatory. My mother is a very difficult
customer, I sometimes must remind her that being aggressive is
not always necessary and that sometimes you can get “more

15. bees with honey than with vinegar” but she is just an example
that not every customer is pleasant, and you can’t please
everyone. As a customer service representative my main role is
to provide as much assistance as possible with professionalism
and patience all while keeping the integrity of the business and
the customers needs at the forefront of all your encounters.
Overall, quality customer service is being empathetic to the
customers needs, taking your time to make each person you
interact with feel valued and heard in every situation and also
going above and beyond to show the customer that they made
the right choice by being a patron of that business.