Customer Service Dialogue

2. Customer Service Dialogue By: Joely Mart

3. Different types of Customers • Argumentative~ Customers who seem to look for problems. • Impatient~ Customers who show verbally and nonverbally that they do not want to wait. • Leave-me-alone~ Customers that do not want any assistance or advice. • Irritable/Moody~ Customers who will be mean and snotty towards you just because they had a bad day. • Insulting~ Customers that are rough and rude.

4. Different types of customers continued… • Complaining~ Customers that will complain about the product or service. • Suspicious~Customers that will question you on what you tell them because they might not believe you because they might have been screwed over in the past. • Dishonest~ Customer that will do anything to get away with stealing or to get a discount. • Slow/Methodical~Customer that you will want to try to help as much as possible to get things done faster. • Domineering/Superior~ Customer that always think their way is the best way and the way it should be done.

5. control • Calm~ Speak slowly and steadily. • Observe~ Watch your customer closely and make eye contact. • Need~ What outcome does the customer want in this situation? • Think~ What is the best way to handle this situation so that everyone involved feels like a winner? • Reassure~ Reassure them by letting them know that you’re on their side and are there to ease their concerns. • Opportunity~ Don’t think of problems as problems—think of them as “golden, unresolved opportunities.” It’s also an opportunity to show your supervisor just how valuable you are. • Listen~ listen to those difficult customers, and listen to yourself as well.

6. How to handle the difficult types of customers • Argumentative: Ask simple, polite questions. • Impatient: Agree first on common points. • Leave-me-alone: Be patient. • Irritable/moody: Be positive. • Insulting: Be neutral. • Complaining: Respect their thoughts.

7. Dialogue • This dialogue took place at a local grocery store between a employee and a customer the day before Thanksgiving last year. • ***Phone rings*** • Employee: *Answers phone* “Deli, how may I help you?” • Customer: “I’d like to order a thanksgiving dinner.” • Employee: “I’m sorry, we are not taking any more orders.” • Customer: “Why not?”

8. Dialogue continued… • Employee: “Because they have all been pre-ordered and we are all sold out.” • Customer: “Well, what am I supposed to do now!? Thanksgiving is tomorrow!!!” • Employee: “I can put you through to the meat department to see if they have any thawed turkeys available.” • Customer: “No!” *hangs up**

9. What type of customer was this? • The customer in the dialogue was very impatient. They wanted a turkey and they wanted it now. Even though the employee tried to direct the customer to someone who might be able to help them, they just said “No!”.

10. My opinion • I feel that the employee handled this situation very well. They answered the phone with a positive attitude and tried to help the impatient customer as much as they could.

11. citations • http://www.wordle.net/ • http://fremdamericanstudies.ning.com/profiles/blogs/political-phone-calls-getting • http://vector-magz.com/search/clipart-thanksgiving-dinner/ • Making mad glad • My mom told me this story from work