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Costumer Service Dialogue

By: Tori Martell . Costumer Service Dialogue . Different Types of Customers .

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Costumer Service Dialogue

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  1. By: Tori Martell Costumer Service Dialogue

  2. Different Types of Customers • There are many different types of customers that you will handle in life, and it is very important to handle these the right way. The acrogram C.O.N.T.R.O.L can really help you when dealing with these types of customers. • Impatient: someone who is pushy, and rushing you because they need to be the first person to get in or they don’t have very much time. They might roll their eyes or be snotty toward you. • -Irritable or Moody: This type of customer will be mean and snotty towards you maybe just because they are having a bad day.  They might roll their eyes at you or give you sass or just say mean things towards you or the business. • Complaining: It is someone who just will complain about the product or the service. • Suspicious: This customer will question you on what you tell them because they might not believe you because they have gotten screwed over in the past.

  3. Different types of customers continued… • Dishonest: A person that will do anything to get away with stealing or getting something for cheaper they will lie and deny about anything. • Argumentive: This kind of customer will argue with everything, if you are doing your job right or about the product. • Insulting: An insulting customer will insult your working ability and be plain rude towards you. • Domineering superior: Always thinks their way is the best way and that’s that way it should be done. • Leave-me-alone: This customer won’t want any help from you. • Slow/methodical: When dealing with this type of customers you might want to try and help them too much because they take so long.

  4. How to Handle these difficult customers • How should you handle an argumentative customer? • -Ask simple , polite questions. • How should you handle a leave-me-alone customer? • -Be patient with the customer and give them space. • How should you handle an insulting customer? • -Be neutral. • How should you handle a domineering/superior • customer? • -Let customers have their say. But in the end, make sure that the right thing is done. • How should you handle a slow/methodical customer? • -Be patient with the customer and help them along but don’t be too pushy.

  5. How to Handle these difficult customers continued… • How should you handle dishonestcustomers? • -Don’t jump to conclusions or assume, and try to keep telling them the sales. • How should you handle a complainingcustomer? • -Respect their thoughts and be an active listener. • How should you handle a irritable/moodycustomer? • -Be positive. • How should you handleimpatient customers? • -Agree with them on common points. • How should you handle a suspicious customer? • -Try to explain and demonstrate good service.

  6. My sisters experience • This past weekend when I was eating at the café where my sister works, she encountered a difficult customer. The type of customer she dealt with was an irritable moody customer. The customer was just plain rude toward her and I don’t know how she made it through without being rude back to him. But she did a good job handling the customer in my point of view.

  7. Dialogue • Guy walks in and sits down at booth and Sami approach's and says… • Sami: “Good afternoon, what can I get you to drink?” • Guy replies: “I don’t care about my drink, just let me order.” • Sami replies calmly: “Okay, what can I get for you?”

  8. Dialogue continued… • He orders his food, he gets French toast with bacon. • Guy a few minutes later: “Um..Can I get my drink now?” • Sami: “Oh yes sorry, what would you like?” • Guy: “Lemonade!!!”

  9. Dialogue continued… • While he is eating he rudely says to my sister. • Guy: “You going to get me the syrup?” • Sami: “Sorry, I’ll get that for you right away.” • When she comes back with the syrup the guy rudely looks at her and says: • “FINALLY”

  10. Dialogue continued… • After the meal when Sam brings the guy his bill. Guy: “You really expect me to pay this much?” • Sami: “That’s what the total comes to, would you like to recheck it with the menu?” • Guy: “Whatever, I’ll pay it.” (Gives her cash and walks out rudely)

  11. Conclusion • I think my sister handled this customer very effectively considering how rude he was towards her. She used the acronym CONTROL effectively by staying calm with they customer, and by listening to the customer and not getting mad by his rudeness. If I would’ve been in my sisters place I don’t think I could’ve stayed the calm, but she did a really good job handling this guy the right way. http://blog.intradiem.com/10-great-customer-service-quotes/

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