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A Customer Problem

. A Customer Problem. By: Brian Hernandez. Pictures. Picture. Dialogue. Dishonest customers Melissa works at a department store. Today, she’s closely watching two customers who are shopping for dresses. Were they price-switching—or outright stealing? They ended up purchasing

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A Customer Problem

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  1. A Customer Problem By: Brian Hernandez

  2. Pictures

  3. Picture

  4. Dialogue • Dishonest customers Melissa works at a department store. Today, she’s closely watching two customers who are shopping for dresses. Were they price-switching—or outright stealing? They ended up purchasing a dress, but that didn’t take away Melissa’s feeling that something was fishy. Her intuition was accurate—the customers returned the dress the very next day. It looked like it had been worn. The dishonest customers denied it. What could Melissa say? Melissa knew it was wrong to get into a shouting match, and she hated any kind of confrontation. Instead, she entered the conversation as if the customer was completely truthful. “I’m not sure what we can do,” Melissa said calmly. “I’ll check with my assistant manager. Let me see what I can do for you.” Those words are almost magical. Melissa was not leading the customer on with false hope, but she really was not sure how liberal the store’s management would be in accepting the worn garment. By going to bat for the customer, at least temporarily, the situation remained calm. And if there was bad news to be delivered to the customer, it’s normally better handled by management.

  5. Types of Customers • Argumentative • Impatient • Leave-me-alone • Irritable/Moody • Insulting • Complaining • Domineering/Superior • Suspicious • Slow/Methodical • Dishonest

  6. Things to Remember when dealing with Difficult Customers • When dealing with a customer you always want to look at them straight in the eye • Ask them if they need any help • Have manners with them give them options • Listen’ • Be patient • Don’t jump to conclusions • Understand and respect • Be consistent in positive behavior • Ask simple and polite questions

  7. Ways to Handle Many Difficult Customers  • Argumentative: be polite and ask questions • Impatient: agree first on common points • Leave-me-alone: be Patient, give them space • Irritable/Moody: be positive • Insulting: be neutral, especially with your body language • Complaining: respect their thoughts, listen actively • Domineering/Superior: let them have their say, compliment them • Suspicious: explain and demonstrate good service • Slow/Methodical: be sure not to overwhelm, give them space and simply choices • Dishonest: don’t jump to quick conclusions or accusations

  8. Dialog • Brian- “Hey mom I want to go to my friends house on Friday” • Mom- “Oh, I don’t think your going be able to we have to go over another friends house this Friday and were also going to be busy on Saturday and Sunday” • Brian- “So I can’t go over my friends house this Friday?” • Mom- “No, I never said you couldn’t I mean you could go if you want you would just need to talk with your dad” • Brian- “Well, me and my friend always hangout, and I don’t want to offend our other friends by no hanging out with them, so I guess I could do it next week” • Mom- “That would be great and I think that’s nice of you to think not only of yourself” • Brian- “yeah” • Mom- “Now you just need to ask your dad” • Brian- “Yeah, lets see how that goes” :/

  9. Resources and Citations • http://businessoverbroadway.com/know-your-enterprise-feedback-management-provider • http://www.ftruckermwr.com/wp-content/uploads/2013/08/CUSTOMER-Acronym.jpg • http://bc1counts1314.files.wordpress.com/2013/10/make-mad-glad.pdf

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