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Customer dialogue

Customer dialogue . By: Shyanne Demulling. My Situation .

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Customer dialogue

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  1. Customer dialogue By: ShyanneDemulling

  2. My Situation • My mom, Lori, owns a hair salon out of our house, and has for over 20 years. She has dealt with a large amount of customers, and deals with them everyday. She always tries to put a smile on her face even if she is having a bad day. She’s really good about that.

  3. Lori- My momSusan- Difficult customer Customer dialogue • Lori: “Hi Susan! How would you like your hair done today?” • Susan: “I want caramel highlights and a trim.” • Lori: “Do you like this color of caramel?” • Susan: “Yeah its fine.” • Lori: “How much would you like off your hair?” • Susan: “I don’t care, I just want a trim…” • Lori: “Okay, well lets just start on your highlights!”

  4. *AFTER SUSAN GETS HER HAIR DONE* • Lori: “What do you think?” • Susan: “I didn’t want it this color..” • Lori: “But I thought you said you wanted caramel highlights? I showed you this color and you approved.” • Susan: “Well I just don’t like it anymore!” • Lori: “I’m sorry but I cant re-color your hair for another 24 hours.” • Susan: “Ill just get it done somewhere else then!” • Lori: “I’m sorry the color you chose didn’t come out the way you wanted it to. I can give you a discount, and you can come back tomorrow so I can re-color your hair for no charge.” • Susan: “Whatever, goodbye!”

  5. The next day when susan comes back… • Lori: “Hi Susan! How are you?” • Susan: “I’m wonderful today! Thanks for asking!” • Lori: “I’m glad! Now lets fix your hair.” • Susan: “I decided that I like the color now and I just want layers. If that’s okay?” • Lori: “Oh, yes of course!”

  6. *AFTER SUSAN GETS HER HAIR DONE FOR THE 2ND TIME* • Lori: “So? What do you think?” • Susan: “I love it! You did such a nice job.” • Lori: “I’m happy you like it!” • Susan: “Thanks for everything!”

  7. What type of customer was susan? • Susan was an irritable/moody and a complaining customer. • Irritable/moody means the customer is very crabby and anything you say or do could make them even more angry. • Complaining means the customer is very annoying and feels the need to argue about everything you say or do.

  8. CONTROL Opportunity Listen

  9. Conclusion • My mom handled Susan’s behavior in a very professional way… • She told Susan she could give her a discount the first time she colored it because she said she didn’t like the color. • Next she told Susan to come back in the next day so she could re-color it for no charge. • Lastly Susan ends up changing her mind and loving her hair, but my mom prepared for the worst when she showed up the next day. • Finally she learned how to deal with a irritable/moody and a complaining customer.

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