MINISTRY OF EDUCATION AND SCIENCE OF UKRAINE

SUMY STATE UNIVERSITY

DEPARTMENT OF INFORMATION TECHNOLOGIES

REPORT OF
LABORATORY WORK #4
on the discipline «Customer Support Analysis»

Completed by a student of the IT.m-23

A. Zakharchenko

Checked by V. Antypenko

Sumy 2022
LABORATORY WORK

Topic: Analyze of customers’ complaints

Goal: learn how to analyze clients’ complaints and come up with appropriate
solutions to make the customer feel pleased.

STEPS TO DO THE TASK

Task 1
Think and come up with the list of the most common customers’ complaints
considering IT field. At least make 7 items of it.

1) Broken/defective product;
2) Preferred payment not accepted;
3) Disinterested customer service;
4) Not following through on promises;
5) Product doesn’t meet expectations;
6) Engineers don’t fix the problem;
7) Long hold times.
Task 2
Exchange these lists with your groupmate to get his/hers and give some
advice/activities how it is possible to solve presented problems to make your
customers leave a positive impression about your help.

Table 4.1 – Customers’ common complaints and solutions

Customers’ common complaints
Broken/defective product.
Preferred payment not accepted.
Disinterested customer service.
Not following through on promises. If you promise to do something, make sure you
Solutions
If the fault lies with the staff member or the
product, it is necessary to apologize and offer a
refund or replacement. If the investigation
indicates that, the fault lies with the customer, it
should be stated gently and consider offering a
gesture of goodwill to resolve the situation.
Apologize, and then work with the customer to
see if they can make the payment by any of the
methods, you accept. Try to offer simple
solutions. Moving forward, try to accept as many
forms of payment as possible.
It is necessary to care about customers' problems,
take each of them seriously and do everything
possible to solve them. Everyone has bad days
from time to time, but it is important to do
everything possible to keep customer morale
high.

Product doesn’t meet expectations.
Engineers don’t fix the problem.
Long hold times.
do it. You need to make sure you know exactly
what it is you are responsible for and what you
are allowed to do.
You’ll need to listen to the customer to
understand how they developed this expectation,
then do what you can to adjust the future
expectations of this and other customers. Again, a
gesture of goodwill may be worth considering.
If the problem takes a long time to solve, it
should be reported to the user.
To solve this problem, it requires more
employees or partially automate the process.
Offer customers estimates of how long their wait
will be, and give them the opportunity to get a
callback.

Task 3
Make conclusions from this completed laboratory task 4, noting how analyzing
clients’ complaints can be useful for customer support providers in way to prepare a
list of certain actions applying which will make employees be ready to solve any
problem quickly and successfully.

A customer complaint highlights a problem, whether that's a problem with your

product, employees or internal processes, and by hearing these problems directly from
your customers, you can investigate and improve to prevent further complaints in the
future.
CONCLUSION
In conclusion, I want to summarize what was done in this lab, so:
 I made the list of the most common customers’ complaints considering IT field;
 I represented possible solutions to client’s complaints;
 I learned learn how to analyze clients’ complaints and come up with
appropriate solutions to make the customer feel pleased.