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Customer Service Dialogue. By: Salem Rondeau. My Wordle. Types of Difficult Customers. Argumentative: Customers who look for trouble or a fight. Insulting: Customers are rough and rude; take personal things out on employee.
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Customer Service Dialogue By: Salem Rondeau
Types of Difficult Customers • Argumentative: Customers who look for trouble or a fight. • Insulting: Customers are rough and rude; take personal things out on employee. • Complaining: Nothing can make these customers happy, they always complain about the company or product. • Irritable/moody: Customers whose mood changes from time to time. • Impatient: Customers who show verbally and nonverbally that they do not want to wait. • Leave-Me-Alone: Customers do not want any assistance or advice, even though the employee could relieve some of their confusion.
Types of Difficult Customers continued… • Suspicious: Customers ask many questions, probably have had bad experiences with other companies. • Dishonest: Customers try to wreck an item purposely so they can get a discount. • Domineering/superior: Customers try to tell employees how to do their jobs and distract them from finishing work. • Slow/Methodical: Customers can’t make up their mind on what they want or takes them a while to decide.
How to handle Difficult Customers • Argumentative: You need to ask simple, polite questions. • Impatient: You need to be patient with these customers and not get upset and react in a negative way. • Insulting: You need to be neutral, use a monotone voice. • Complaining: You need to understand where the customer is coming from. • Irritable/moody: You need to stay positive, the customer could have a bad day and you want to help them. • Leave-Me-Alone: Let the customer have his/her space.
How to handle Difficult Customers continued… • Suspicious: You need to show the customer good examples of how good your company is, so they will trust you and your company. • Dishonest: You shouldn’tjump to conclusions. • Domineering/superior: You should let the customer have their way, and listen to the customer. • Slow/methodical: Be patient with customers who need it, don’t rush customers.
C.O.N.T.R.O.L. • Calm: Speak slowly and steadily. Your body language should convey a calm message. Try to avoid sighing. • Observe: Watch your customer closely and make eye contact. What message is s/he trying to send you? • Needs: What does s/he need? The chances are usually good that the solution your customer desires is within your company’s guidelines. • Think: Think about what is the best way to handle the situation to make everyone happy.
C.O.N.T.R.O.L. • Reassuring: Reassure difficult customers by letting them know that you’re on their side and are there to ease their concerns. • Opportunity: Handling sticky situations is no small task, it’s an opportunity to sharpen your practical life skills, which you’ll use throughout your life. • Listen: Focus completely on what the customer has to say, but listen to yourself as well. Your inner voice will help you make the right decision.
DialogueMary Jo=customer Amye=saleswoman Amye says, “Welcome to JC Penny’s I’m Amye, what can I do for you?” Mary Jo replies, “l would like to buy a dress and matching belt.” Amyeanswers, “Here are all of our dresses. Our belts are right over there.” Mary Jo says, “I want to try some on. I don’t have all day.” Amye tells Mary Jo, “I’ll get some right way ma’am. Here they are.” Mary Jo complains, “No, the dress is a bit tight. I need a new one pronto.” Amye says nicely, “Well, here is another onefor you to try.”
Dialogue continued… Mary Jo says, “Yes, this suits me well. Now show me the belts.” Amye replies, “Here it is ma’am.” Mary Jo says dully, “No, the color it’s not my favorite.” Amye asks, “What color do you prefer ma’am??” Mary Jo states, “Navy blue, and hurry up!” Amye says, “Ok, we have got a nice belt of that color. Here we go.” Mary Jo says, “I guess that will do. What’s the price?” Amye says, “Since you bought a dressand a belt, you get 50% off, so that makes your total comes to $75.95.”
Dialogue description This is an example of an impatient customer. The customer kept rushing the saleswoman to get her a new item. The saleswoman handled the situation well. In this situation the saleswoman did not react in a negative way to show she was upset with the tone of the customer.
