Question

Read the passage. What should Milo do? What customer service skills would he be showing?

Milo works for a cruise company. His company offers a seven-day Mediterranean cruise. A young couple seems interested in the cruise. They are especially attracted by the reasonable price range. While discussing the details of the cruise, the couple asks if free clean water will be available. Milo knows that water isn’t included in the overall price and that the couple will have to pay for bottled water.
Milo should ________. Milo is showing _______.
1) tell them that the water is not included in the overall price, tell them water will be available because there will be many shops selling bottled water on the cruise, tell them that water will be available because all guests get one complimentary water bottle with lunch and dinner.
2) patience, honesty, effective communication.

Answer 1

Milo should inform the couple that while water is not included in the basic cruise fare, bottled water can be purchased on the cruise and also mention if there are any complimentary water provisions. By doing so, Milo demonstrates honesty, clear communication, and attentiveness as part of his customer service skills.

Step-by-step explanation:

Milo is in a customer service situation where he needs to address the concerns of potential customers regarding the availability of clean water on a Mediterranean cruise. The key here is for Milo to provide complete and truthful information, ensuring the young couple is well-informed before they make a booking decision. There are several options for Milo to convey the information about the availability of water on the cruise.

Firstly, Milo should clearly communicate that water is not included in the overall price of the cruise. This transparency is crucial as it shows honesty, which is a foundation stone of trust between the service provider and the customer. He could mention that although water must be purchased, there are ample opportunities to buy bottled water onboard as there will be shops available.

Next, if the cruise provides a complimentary water bottle with lunch and dinner, Milo should be sure to mention this to the customers. This shows that he is being attentive to their needs and is looking out for the little perks that could enhance their experience. This level of care can contribute to a positive image of the company's customer service.

To sum up, by being honest, communicative, and attentive to the customer's queries, Milo not only provides them with the necessary information but also ensures a positive service experience, which can influence the couple's decision in a constructive way.