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Csr Requirements

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Submitted By Mandy1406
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Take Home Assignment 1. Identify at least three reasons which could explain the customer’s behaviour?
Three reasons that could explain the customer’s behaviour, were the incorrect directions given to him on the phone which caused him to have difficulties in locating the outlet, the 15 minute period in which he had to wait to receive the service and the customer service representative who he believed was unprofessional in the manner in which she dealt with him. 2. What is this account clearly Caroline’s positive qualities as a CSR?
Caroline clearly demonstrates positive qualities as a CSR because upon noticing the customer she addressed him and told him that she would be with him shortly, she greeted him by extending her hand as she did with all her customers and even after he refused to shake her hand she proceeded with a smile and asked him how she could be of service to his needs. 3. (a) Caroline is said to be suffering from burnout. Describe what is meant by burnout.
Burnout can be described as the prolonged exposure to stress and overwork which can leave a person psychologically depleted and it can strip you of your energy and motivation. Persons suffering from burnout often feel unappreciated, concerned about the security their jobs and are burdened by the responsibilities.

(b) List four (4) ways in which burnout can recognized?
Four ways in which burnout can be recognized are persons are appearing to be depressed, reduced productivity and stagnation within the company, aggression shown towards colleagues and family members and expressed feelings of hopelessness and failure.

(c) You are asked to give Caroline some advice as to how she can deal with the side effects of burnout. State three (3) things you would advise her to do.

Caroline can deal with the effects of burnout by engaging in relaxation exercises such as breathing in and

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