Project 10.5 “I Know You Believe…” Everyone in the company lunchroom was laughin
ID: 435617 • Letter: P
Question
Project 10.5 “I Know You Believe…”
Everyone in the company lunchroom was laughing at each person cited a real-case scenario that fits with the meaning of a well-known quotation. The anonymous quotation that caused the laughter and subsequent discussion was, “ I know you believe you understand what you think I just said, but I’m not sure you realize that what you heard is not what I meant.” ( The World of Customer Service 3rd edition)
1. To what extent do you think this statement is true and applicable to service encounters?
2. Relate a personal situation you’ve experienced recently when the outcome was illustrative of this quote, and share it with your class members.
Explanation / Answer
Definitely this statement is true in terms of service Encounters, relating it to the customer service being provided, availability of different options as well as service provision by customer care executive can be directly make relatable. This court provides information about talking about serviceability even not knowing about the topic properly. This is basically used by the customer service providers to influence the customer as well as 2 confuse or create a confused condition.
Recently I went to purchase a car where I was taken by customer care executive and explain in such way that I was influenced by his information but could not relate that information to any of the specific available information in my knowledge. His provision of information was totally different than my understanding and it directly fulfills the specific statement as I was not able to confirm the specific information at the right moment where it should have been very beneficial.
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