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Communication at Get Satisfaction: Case Analysis
Problem Identification
As an expert on customer service, I am faced with different dilemmas on daily basis. Handling these challenges with tact is the key to successful customer service operations. Since we run a website that allows customers to comment on various products, we understand that sometimes these comments can turn nasty and emotions can boil over and become excessively ugly. That is when we need to take an action since we cannot allow the use of foul language and even too many accusations since it looks bad on the company. I need to now find solutions to some important issues including how to mediate a dispute between a consumer and a company representative, how to announce the arrival of a new version of the website, how to apologize for server issues, and how to respond to pricing queries? All these questions and issues are important because a special kind of tactfulness is required in potentially explosive situations.
Alternatives available:
The first problem we have to deal with is one that has already turned ugly with a consumer complaining about a product and the company representative responding but both have been using accusatory language and since this is open to the public, it doesn't look good on Get Satisfaction and we need to do something about it.
Option 1: Politely remind both that they need to be civil to each other.
Option 2:...
Anyone using foul language or getting too aggressive will be removed from discussion. It must be very civil. Once it's written, post it on the website and then ask both parties to refer to this document. This would give them the hint and also help in avoiding such messy situations in the future. This document must be flashed on the screen before someone starts a thread.
Second problem:
For the second problem of server related issues where page doesn't load easily and there are some options available to us like apologizing profusely, admitting our mistake etc.
I will opt for option c because it is both tactful without explicitly pointing to our server weakness or management issue. It doesn't hold the company responsible for everything and certainly doesn't use the word "sorry." But it still assures the user that we are working on the problem and get it resolved as soon as possible.
Third problem:
The third problem deals with announcement of version 2.0 of the website. There are some options mentioned and option D. would be the most suitable one as it doesn't make big promises but focuses on the new features and capabilities instead.
Fourth problem:
The fourth issue deals…
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