Organization’s Name/ Location/ Brief Profile of the Company:
Hudson Boatworks is located in London, Ontario, Canada. The companymanufactures rowing boats and provides rowing racing services. Thehighly experienced management team is one of its major strengths.
Name of the person interviewed/ their title/ How long they have worked for the company?
Mr. Steve Killing is the name of the interviewee. He providescustomer services in the design section of the firm. He has workedfor the company for close to ten (10) years.
Date/time/duration of interview:
Interviewed on Friday, September 23, 2016, at 1000hrs. The interviewtook fifteen (15) minutes.
Describe a typical customer:
Hudson’s typical customers are individuals whose demand rowingboats for sporting purposes as opposed to those whose demand isbusiness-oriented. The majority of them are youthful.
Describe an ideal customer:
The firm’s ideal customers are young people whose age lies betweeneighteen (18) and forty (40) with technologically-oriented mindsets.Individuals who purchase the rowing boats for Olympics or othersporting activities are Hudson’s ideal customers.
Describe how you handle difficult customers? Have you been trained to handle these situations?
Ordinarily, we accommodate them. Meaningful problems and complaintsare recorded and worked out with a view to attaining a win-winsituation. All customers are treated with genuine respect and alldemands are considered.
What is the best experience you have had providing customer service? (Describe a specific experience).
In 2008 when a customer placed an order that required that the designfor a rowing boat be tailored to their needs. The customer waspleased with our work. Since then, he has always attributed hissuccess in rowing boat sporting activities to our work. Hissatisfaction motivated him to refer other customers to us.
What is the worst experience you have had providing customer service? (Describe a specific experience). How did you handle the situation? What was the result? Looking back, would you have done anything differently? (Tell me a story! Succinctly! Ensure you include answers to all parts of this question.)
Back in 2010, a client who intended to purchase one unit of a rowingboat for sporting activities visited our offices. We had to talkbecause the details of his design were very unique and he wanteddirect feedback from the manufacturer. The order was also relativelyurgent. After a long conversation, the client was not satisfied withthe details I had given him. He requested a meeting with a member ofthe senior management the same day. This was impossible. He insistedbut it was not possible since one has to book an appointed and waitfor several days. I explained to him directly in an unpleasant tonethat it was not possible since I felt that he is failing tounderstand the situation. I invited a colleague to talk to him butthe client declined to converse with the colleague. He, instead,left.
Immediately he left, I realized that my tone, as a customer serviceprovider, was not so pleasant. We attempted to reach the clientthrough calls but our effort did not bear any fruits.
The results were devastating because the one customer lost could leadto the loss of other eight customers.
If the same the same happens today, I would change my tone and seekan opportunity to explain and expound on the details of the design tothe customer again.
Have you been trained to deal with customers? If “Yes” describe the training (how long/format etc.) and then skip to Question 11.If “No” simply indicate “No” and answer questions 10.
If you have not been trained to deal with customers, do you feel that this type of training would help you to provide better customer service? Why or why not?
Customer service training is important because it will help me tofocus on customer satisfaction in future and also expand my knowledgeand skills set on the same subject.
Are you empowered to make decisions? If “Yes”, please provide an example. If “No” please ask what type of decisions they believe they should be empowered to make.
Yes. I have the power to accept or dismiss an unideal customer ifthey are not willing to pay or harmoniously negotiate deals relatingto specific, unique and new rowing boat designs.
The customer service provider seeks to learn and understand thedetails of customer requirements in the product’s design. All thedetails are listed as the client mentions them. They are thenanalyzed by both the client and the customer service provider toensure that their specifications have been considered as well. Thecustomer service provider in the design department ensures that allthe specifications have been noted and that the execution of theproject will be dependent on the client’s specifications. Thedialogue between the customer service provider and the client taketime. It shows that the service provider is patient with everyclient. This is a key indicator that quality customer services arebeing provided. Jotting down the details of the conversation is alsoa strong indicator for quality customer service as it signals thatthe customer service provider is surely concerned with the customer.
After every interaction, be it with the customers or any otherclient, the customer service provider expresses his gratefulness bythanking them for their time. This signals that the customer serviceprovider respects the other party’s time to a considerable extent.It is important to note that, by conversing, both parties consumetime. Even so, the customer service provider shows his respect forthe client’s time. This indicates that quality customer servicesare being provided in the design section of the Hudson Boatworksfirm. Quality customer services are characterized by a harmoniousenvironment. Both parties express their satisfaction by beinggrateful for each other time. This was the case with Mr. SteveKilling and his clients.
It is recommended that the Hudson Boatworks should seek to enhancethe customer service strategy by creating online communities fortheir customers. The fact that majority of the firm’s customers areaged below forty further attracts the necessity for thesecommunities. Customers (especially the young people) feel value ifthey are treated as important members of a community. The forums arealso important because customers do not only learn from the firm butthe firm also learns from them.