Page 28 - CUST SVC TEXTBOOK 2020

Unit 9

Handling Service Breakdowns

9.1 Causes of Service Breakdowns

Customer service breakdowns happen when customers have complaints. Complaints are
expressions of:

- unhappiness and

- dissatisfaction

The first step in handling complaints is to understand where the breakdowns happen. They fall
under the categories of:

1. products (things)

2. staff Services (people)
3. others

9.2 Types of Service Breakdowns

1. Products

- Poor quality

- Wrong order

- Lack of choice

- Overpriced

2. Staff Services Roleplay

- Unhelpful

- Unfriendly

- Rude
- Inexperienced

- Slow

- Lack of product knowledge

- Act smart
- Dishonest

- Not listening

- Indifferent / not caring

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