Problem
Customer service requires employees to communicate spontaneously in situations that might create stress and make them anxious. Consider a clothing manufacturer selling to Walmart in this era of Supply Chain Disruptions. Walmart is furious with the lack of deliveries. This is made worse because Target, which carries a competing brand of clothing, has ample supply. Post your thoughts on the questions below.
i. Why is it important for the clothing manufacturer to ask Walmart's expeditor questions? If so, what questions might be most helpful and why?
ii. Why is the credibility of the clothing manufacturer's employees critical? What can the clothing manufacturer do to help preserve that credibility?
iii. What type of verbal (or non-verbal if on a Zoom call) behavior demonstrates a willingness to listen to customers?