Managing Services

There are three simple scenarios provided below. In each of these three situations you are trying to obtain some detailed information from the other person.

Scenario A: You see one of your technicians just standing sort of in a daze in the shop. You are concerned about why he is doing this.

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Scenario B: A customer approaches the service desk and looks somewhat puzzled and lost.

Scenario C: A customer approaches the desk and you can see that he is very, very angry. Based on your past encounters with this customer, you realize that you need to let him vent a little bit before you will be able to make any headway in solving his problems.

You decide

You know that in each of these situations you need to draw out a detailed response from the people involved. What would be the first question that you would ask each of these three individuals to begin your conversation?

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