1 / 7

Customer service

Customer service . By: Reed Kelly. Types of customers. Argumentative: Impatient Leave me alone Irritable/moody Insulting Complaining Domineering/superior Suspicious slow methodical dishonest. Guidelines for Customers. Argumentative: Ask simple, polite questions

fabian
Download Presentation

Customer service

An Image/Link below is provided (as is) to download presentation Download Policy: Content on the Website is provided to you AS IS for your information and personal use and may not be sold / licensed / shared on other websites without getting consent from its author. Content is provided to you AS IS for your information and personal use only. Download presentation by click this link. While downloading, if for some reason you are not able to download a presentation, the publisher may have deleted the file from their server. During download, if you can't get a presentation, the file might be deleted by the publisher.

E N D

Presentation Transcript

  1. Customer service By: Reed Kelly

  2. Types of customers • Argumentative: • Impatient • Leave me alone • Irritable/moody • Insulting • Complaining • Domineering/superior • Suspicious • slow methodical • dishonest

  3. Guidelines for Customers • Argumentative: Ask simple, polite questions • Impatient: Agree on common points • Leave me alone: Be patient give them space • Irritable/moody: Be positive • Insulting: Be neutral mostly by your body language • Complaining: Respect there thoughts listen well

  4. Guidelines for Customers • Domineering/superior: Let them get there words in and complement them • Slow methodical: Be sure not to overwhelm them give them space • Dishonest: Don’t jump to conclusions

  5. Dialogue • Uncle: Good morning .How can I help you? Customer: I’m sorry to say that I’m very unhappy about your service. I flew from London to Calif orniaand it was the worst flight of my life. • Uncle: I’m sorry to hear that. Please tell me what happened and I’ll see what I can do about it. Customer: Well, first of all, your airline lost one of my bags. When I arrived, the bag was gone. I asked for help, but the people at the airport were rude .I hate to have to say this, but I think they are unfriendly and impolite. They just said that they couldn’t do anything about it and that it was my responsibility to look for the bag . • Uncle: Hmm, I agree that they didn’t do their job. I will look into it immediately and report it to my boss. Do you have anything else? Customer: Yes, my plane was two hours late. • Uncle: Well, sometimes flights are changed. It can be because of the bad weather .We can’t always be sure that the plane will take off on time

  6. Dialogue Customer: Why didn’t you tell me the truth? When I booked the ticket, I explained that I had to get there on time and you said it was no problem. • Uncle: I’m sorry, we can’t control things like the weather. Customer: And the food on the plane was terrible. The ticket was expensive and the travel agent told me that I would get a good meal on the plane. Good meal! Hah! We got a dry piece of bread , some peanuts and an apple. Is that what you call a good meal? • Uncle: I’m sorry to hear that, but …… • Customer: I hate to have to say this, but I will never fly with this airline again. The service is terrible and I’m very disappointed. If you want to keep your customers, why don’t you do something about it? • Uncle: Well, please listen to me. I understand that you’re upset and I would like to make you

More Related