services learning

This new week instruction:
Please check with your supervisor and find out how they think you are doing.  Please record here the total number of hours you have logged so far, what your supervisor told you about your progress and share what your most meaningful contribution has been to your organization.  Please also put down what do you want to still accomplish during the last weeks of the experience (set a goal).  Doing meaningful work to make a difference in the lives of others is an important and significant endeavor.  I want you to think and plan how you want to make a difference.  This can take many forms.  Read your fellow classmates contribution and comment on and peer review at least two people.  Make sure you include your service learning company name and your name in the subject.

My supervisor took our team through an orientation regarding issuing of refunds on Monday. It is important to understand the nature of a refund claim, and the cause of the defect in the product, as well. It must also be confirmed that the refund is within the warranty, and other terms and conditions of the purchase agreement. Further, the customer has to bring the defective product within the period stated in the terms and conditions. For our organization, these conditions have to be met for a successful refund to take place. Our supervisor further trained us on handling such customers, as they may be already be aggravated due to a faulty product. It is important as a service agent to be patient in handling the issue, and avoid further aggravation while solving the problem. We also undertook simulations on how each of the team members would handle such claims. Other team members and the supervisor would provide pointers on how to improve the responses. Overall, the training provided valuable information that I would be able to use in a similar situation.
On Thursday, I faced an angry customer who wanted a refund for their phone purchase. It was a tough conversation as the client did not focus on the issue at hand, but rather focused on our company performance, and his fears of not getting a refund. I tried to get him to calm down to get to the bottom of the issue, and when he did, I asked him about the reasons for wanting a refund. The customer had wanted the UNU Superpak I6, but had ordered the UNU Superpak I4. Further, the client had paid for the UNU Superpak I4, while he thought he had paid the higher price of UNU Superpak I6. It took time to explain this, and I informed him that he could return the product while placing a fresh order for the UNU Superpak I6.