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Customer Dialogue

Customer Dialogue. By: Mckenzie Brown. Wordle. Acrogram For “Control”. C – Calm O – observe N – Needs T – Think R – Reassuring O – Opportunity L - Listen. Types of Customers. Complaining Leave – me – alone Argumentative insulting Impatient Irritable/ moody

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Customer Dialogue

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  1. Customer Dialogue By: Mckenzie Brown

  2. Wordle

  3. Acrogram For “Control” • C – Calm • O – observe • N – Needs • T – Think • R – Reassuring • O – Opportunity • L - Listen

  4. Types of Customers • Complaining • Leave – me – alone • Argumentative • insulting • Impatient • Irritable/ moody • Domineering/superior • Suspicious • Dishonest • Slow/methodical

  5. Types Of Customers • Complaining Customers: Under stand and respect what their saying your job is to help them. • Leave – me – alone: Let them know you will be at service if they need you. Don’t hover or push for sales. • Argumentative: Ask simple and polite questions, Stay calm, agree and don’t fight back. • Insulting: Keep a blank face with no expression. Don’t insult back, help them and stay calm while doing it. • Impatient: Let them have their say. Agree on common points and try to serve them as fast as possible. • Irritable/ Moody: Keep neutral behavior and let them have their say.

  6. Types Of Customers Continued… • Domineering Superior: Let the customers have their say but in the end make sure the right thing is done. • Suspicious: Explain and demonstrate good service as much as you need to. • Dishonest: Don’t jump to quick conclusions try to negotiate and compromise. • Slow Methodical: Be patient with them and help them along.

  7. Here is an example of a argumentative customer. • The lady In the story works at a supermarket her name is rachel… • Customer: “You have overcharged me for the bottle of wine again I demand an explanation!” • Rachel: “Well I’m not working on checkouts sir, so I don’t know how much you paid.” • Customer: “*throws reciept in rachels face* Look you have charged me $7.49 and there is suppose to be an offer on it for $3.99!” • Rachel: “Okay show me where you got it and we will try to sort this out.” • *The customer had grabbed a bottle that wasn’t on promotion but was accidentally placed next to all the bottles that were. When Rachel tried to explain it to the customer he became even more enraged.*

  8. argumentative Customer Continued… • Rachel: “Would you like a refund sir?” • Customer: “Yes I want a flipping refund!” • Rachel: *takes him to counter to get a refund* • Customer: “this would have never happened at ____ where I normally shop! Always happens here! Well I will never be shopping here again! If I were in any other shop you’d just give me the bottle for $3.99!” • Rachel: “I’m sorry sir but we are in a recession and we can’t afford to give handouts.” • Customer: *leaves*

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