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Customer Service Dialog

Customer Service Dialog. Savanna Nasgovitz. Types of Customers. Argumentative: Questions and disagrees, always looking for errors or mistakes Complaining: Everything is incorrect; No matter what the employee does they think it’s wrong

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Customer Service Dialog

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  1. Customer Service Dialog Savanna Nasgovitz

  2. Types of Customers • Argumentative:Questions and disagrees, always looking for errors or mistakes • Complaining:Everything is incorrect; No matter what the employee does they think it’s wrong • Irritable/Moody:Unpredictable; One day smiling and happy then quick and snappy • Insulting: Rude, Loud, Rough, always ready to take advantage of a situation • Impatient:Expect immediate service without regard • Leave-Me-Alone:Prefer to make their own decisions • Domineering/Superior:Overbearing, Talkative, Pushy, Think they are always right • Suspicious:Doubt everything, Insecure, Wants facts or proof • Slow/Methodical:Silent, Shy, And Indecisive • Dishonest:Take advantage of getting away with deals

  3. Argumentative: Use merchandise knowledge, Do not push a decision, Give logical explanations • Complaining: Listen, Stress Product Knowledge, Let them feel they have made the decision • Irritable/Moody: Do not argue, Practice empathy, consideration, Listen • Insulting:Do not be offended by this customer, Quiet dignity is needed by a salesperson • Impatient:Acknowledge that they need help, Calm them down, Get them in and out quickly • Leave-Me-Alone:Do not pressure customer, Inform customer that you will be near if they need help • Domineering/Superior:Let customer’s opinion stand, if acceptable, Don’t argue with customer • Suspicious:Explain & demonstrate good service as many times as needed • Slow/Methodical:Easy to handle but take lots of time • Dishonest: Don’t jump to quick conclusions

  4. Calm Observe Needs Think Reassuring Opportunity Listen Calm Observe Needs Think Reassuring Opportunity Listen

  5. Scenario My mom and I were going through the McDonald’s drive-thru in Stillwater during the summer. The vehicle in front of us…

  6. Worker: “Welcome to McDonalds, how may I help you?” Customer: “I would like four ice waters.” Worker: “I’m sorry, you must make a purchase before I can provide you ice water.” Customer: “Are you kidding me!? You people are dumb! Fine, I’ll order! I would like….” (He proceeded to order a continuous list of things adding up cost wise)

  7. Once worker had everything that they ordered added up and ready, the car simply drove away.

  8. Conclusion I believe that the person in the car was an insulting customer. They were just rude and acted inappropriately towards an innocent employee. Irritable/Moody would also fit because of his unpredictable mood. As the worker you wouldn’t have much say in the situation. Although I think the way she approached them with her words during ordering was mature.

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