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Customer Service Dialog Presentation

Customer Service Dialog Presentation. by: Ashlynn Giossi . Wordle. w ordle.com. C-O-N-T-R-O-L. C- calm O- observe N- needs T-think R- reassuring O- opportunity L- listen. Types of Difficult Customers. Argumentive - ask simple, polite questions

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Customer Service Dialog Presentation

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  1. Customer Service Dialog Presentation by: Ashlynn Giossi

  2. Wordle wordle.com

  3. C-O-N-T-R-O-L • C- calm • O- observe • N- needs • T-think • R- reassuring • O- opportunity • L- listen

  4. Types of Difficult Customers • Argumentive- ask simple, polite questions • Domineering/Superior- let them have their say • Impatient- agree on common points • Leave-me-alone- give them space, and be patient • Irritable/Moody- do your job, stay positive • Insulting- stay neutral, non-emotional • Complaining- understand and respect the customer • Suspicious- assure the customer as many times as needed • Dishonest- don’t jump to conclusions • Slow/Methodical- don’t overwhelm them, but stay in view

  5. The Story • These days, my grandparents both work at a restaurant called “The Cotton Exchange”. Sometimes they have to deal with difficult customers. My grandpa works as a bar tender, sometimes he works weddings in the fancy dinning room. Recently, he was working a wedding where he had to deal with a Impatient customer. • Mick- white • Impatient customer- blue

  6. The Dialogue People started to come into the dinning room, some sat down, some came directly to the bar. My grandpa, Mick, walked down the bar to the first person he saw. “What can I get you?” he asked politely. “Can I have a kiddy cocktail?” “Of course” replied Mick. He went to get his drink while another man was yelling to him from across the bar,

  7. Continued… “Hey! Bartender! I’ve been waiting for 20 minutes!” “One moment sir.” He finished with the customers drink and then made his way over to the impatient customer. “Sorry about the wait. What can I get you?” “Why do I have to wait so long? I am the best man! I am one of the most important people here!”

  8. Still Continued… “Yes sir, I agree. What is a wedding without a best man? But, those other people just happened to get here before you. I do try to make everybody’s drinks as fast as I can.” “Makes sense, but I still want that drink!” “Of course sir. Sorry about the wait once again. If I can get you anything else please let me know. I hope you enjoy the rest of your night.”

  9. Conclusion • I think my grandpa handled the situation very well. He followed the guideline without even knowing about it! He agreed on common points and then explained the situation calmly.

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