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Customer Service Dialog.

Customer Service Dialog. By: Max McMeeken Business Communications 2. Situation. My Mom is a nurse at St. Josephs hospital Larry is admitted to hospital with abdominal pain Scheduled for MRI that day.

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Customer Service Dialog.

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  1. Customer Service Dialog. By: Max McMeekenBusiness Communications 2

  2. Situation • My Mom is a nurse at St. Josephs hospital • Larry is admitted to hospital with abdominal pain • Scheduled for MRI that day http://www.bing.com/images/search?q=st+joseph%27s+hospital+minneapolis&qs=n&form=QBIR&pq=st+joseph%27s+hospital+minneapolis&sc=2-32&sp=-1&sk=#view=detail&id=86A069D135552D4BFEF4AC9A9F8515C2D073242B&selectedIndex=1

  3. Problem • Larry gets angrier as the day goes by • Angry because he doesn’t know why its taking so long • Angry because he hasn’t seen the doctor yet

  4. Voices Complaints • Pushes button that calls for nurse to voice complaints • He says, “This hospital sucks!” and, “I haven’t seen a doctor yet!” • “I haven’t eaten yet!” (Can’t eat before MRI) “I haven’t seen the doctor yet! The nurse hurt me putting my IV in!”

  5. Types of Customers • Argumentative – Impatient – Leave-me-alone – Irritable/Moody – Insulting – Complaining – Domineering/Superior – Suspicious – Slow/Methodical – Dishonest http://www.bing.com/images/search?q=angry+patient&qs=n&form=QBIR&pq=angry+patient&sc=8-12&sp=-1&sk=#view=detail&id=AA108617B2189D0EF48F2637D33D936DF5A071BE&selectedIndex=20

  6. Guidelines for Customers • Argumentative Guideline—Asking simple, polite questions with options keeps most situations under smooth control. • Impatient Guideline—Agreeing first on common points goes a long way in handling situations with difficult customers. • Leave-me-alone Guideline—Patience works wonders. Never press customers for sales or decisions. • Irritable/Moody Guideline—Do your job well. Be consistent in your positive behavior. You’ll have a natural, calming effect on customers and fellow employees. • Insulting Guideline—Go neutral. Serve customers promptly, and non-emotionally. You’ll feel an energizing power. And power, properly used, is a good thing. • Complaining Guideline—Understand and respect what the customers are thinking. Your job is to help them overcome obstacles that prevent them from trusting you and your company. Keep in mind, also, that when you work for and represent a company, you are that company to your customer. • Domineering/Superior Guideline—Let customers have their say. But in the end, make sure that the right thing is done. • Suspicious Guideline—Explain and demonstrate good service as many times as you need to. Some customers just “get it” more slowly than others. • Slow/Methodical Guideline—Be patient with customers who need it. Mirror their methodical behavior. Help them along by not overwhelming them. They’ll come around when they trust your good intentions. • Dishonest Guideline—Don’t jump to quick conclusions. If you say no and your assistant manager says to accept the return, you’ll look bad in front of the customer. Remember that compromising and negotiating are part of normal procedure in serving customers.

  7. Customer Analysis • Customer is Insulting – He is attacking the nurse’s ability to work and the establishment of the hospital as a whole with the slow service • Guideline—Go neutral. Serve customers promptly, and non-emotionally. • Customer is Complaining – He is upset and whining about how its taking so long to get an MRI, he can’t eat, and he hasn’t seen a doctor yet. • Guideline—Understand and respect what the customers are thinking. • Customer is Impatient - He can’t wait his turn for his MRI. He thinks that he is the most important person at the hospital. • Impatient Guideline—Agreeing first on common points goes a long way in handling situations with difficult customers.

  8. Resolving Conflict • My mom deals with the customer by saying, “Let me find out why your MRI hasn’t been done.” • Following the customer guidelines, she comes back and says, “The MRI department is backed up because of very urgent patients that may have strokes. I’ve talked to MRI and it can be done in one hour. Right after your MRI, you can eat and see the doctor.”

  9. Customer is Satisfied • The customer now understands, anger is somewhat diffused • “Thanks for explaining it,” he grumbles, “I can see why I had to wait • Tip – Give customer a timeline http://www.bing.com/images/search?q=smile+clipart&qs=n&form=QBIR&pq=smile+clipart&sc=8-6&sp=-1&sk=

  10. ALL DONE!

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