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Customer service

Customer service . By: Reed Kelly. Types of customers. Argumentative: Impatient Leave me alone Irritable/moody Insulting Complaining Domineering/superior Suspicious slow methodical dishonest. Guidelines for Customers. Argumentative: Ask simple, polite questions

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Customer service

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  1. Customer service By: Reed Kelly

  2. Types of customers • Argumentative: • Impatient • Leave me alone • Irritable/moody • Insulting • Complaining • Domineering/superior • Suspicious • slow methodical • dishonest

  3. Guidelines for Customers • Argumentative: Ask simple, polite questions • Impatient: Agree on common points • Leave me alone: Be patient give them space • Irritable/moody: Be positive • Insulting: Be neutral mostly by your body language • Complaining: Respect there thoughts listen well

  4. Guidelines for Customers • Domineering/superior: Let them get there words in and complement them • Slow methodical: Be sure not to overwhelm them give them space • Dishonest: Don’t jump to conclusions

  5. Dialogue • Uncle: “Good morning .How can I help you?” Customer:“:I’m sorry to say that I’m very unhappy about your service. I flew from London to California and it was the worst flight of my life.” • Uncle:“I’m sorry to hear that. Please tell me what happened and I’ll see what I can do about it.” Customer: “Well, first of all, your airline lost one of my bags. When I arrived, the bag was gone. I asked for help, but the people at the airport were rude .I hate to have to say this, but I think they are unfriendly and impolite. They just said that they couldn’t do anything about it and that it was my responsibility to look for the bag .” • Uncle:“Hmm, I agree that they didn’t do their job. I will look into it immediately and report it to my boss. Do you have anything else?” Customer:“Yes, my plane was two hours late.” • Uncle:“Well, sometimes flights are changed. It can be because of the bad weather .We can’t always be sure that the plane will take off on time”

  6. Dialogue Customer:“Why didn’t you tell me the truth? When I booked the ticket, I explained that I had to get there on time and you said it was no problem.” • Uncle:“I’m sorry, we can’t control things like the weather.” Customer:“And the food on the plane was terrible. The ticket was expensive and the travel agent told me that I would get a good meal on the plane. Good meal! Hah! We got a dry piece of bread , some peanuts and an apple. Is that what you call a good meal?” • Uncle:“I’m sorry to hear that, but ……” • Customer: “I hate to have to say this, but I will never fly with this airline again. The service is terrible and I’m very disappointed. If you want to keep your customers, why don’t you do something about it?” • “Uncle: Well, please listen to me. I understand that you’re upset and I would like to make you happy”

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