Customer Service Dialog

1. Customer Service Dialog By: Kenzi Christensen

2. Different Types of difficult costumers • Argumentative Customers • Impatient Customers • Leave-me-alone Customers • Irritable/Moody Customers • Insulting Customers • Complaining Customers • Domineering/Superior Customers • Suspicious Customers • Slow/Methodical Customers • Dishonest Customers

3. How to deal with difficult customers • Argumentative Customers: Ask simple, polite questions with options keeps most situations under smooth control. • Impatient Customers: Agreeing first on common points goes along way with dealing with difficult customers. • Leave-me-alone Customers: Patience works wonders. Never press customers for sales or decisions. • Irritable/Moody Customers: Do your job well. Be consistent in your positive behavior. You’ll have a natural, calming effect on customers and fellow employees. • Insulting Customers: Go neutral. Serve customers promptly, and nonemotionally. You’ll feel an energizing power. And power, properly used, is a good thing.

4. How to deal with difficult customers(continued) • Complaining Customers: Understand and respect what the customers are thinking. Your job is to help them overcome obstacles that prevent them from trusting you and your company. • Domineering/Superior Customers: Let customers have their say. But in the end, make sure the right thing is done. • Suspicious Customers: Explain and demonstrate good service as many times as you need to. • Slow/Methodical Customers: Be patient with customers who need it. Mirror there methodical behavior. Help them along by not overwhelming them. They’ll come around when they trust your good intentions. • Dishonest Customers: Don’t jump to quick conclusions. If you say no and your assistant manager says to accept the return, you’ll look bad in front of the customer. Remember that compromising and negotiating are part of a normal procedure in serving customers.

5. Scenario • My mom works as a scheduler in a medical field. I asked my mom to give me a story about a recent patient she has dealt with. The patient she was dealing with was a dishonest patient.

6. The dialog! • Amber: “This is Amber, can I help you?” • Patient: “ My doctor told me that I should be added into the scedual.” • Amber: “Let me contact the doctor and confirm this.” • Patient: “I was just transferred from them.” (said in a snotty way) • Amber: “Okay. What time are we suppose to add you in?”

7. Continued… • Patient: “12:15” • *side note* 12:15 is the doctors lunch. The provider she is requesting personally calls my mom to add patients on her schedule. • Amber: “The provider has already added a patient at that time. So I will need to contact the provider to double-check the time.” • *side note* after calling the doctor my mom found out the patient had been transferred but specifically been told to be seen at the next available appointment which was over a month away.

8. Continued…. • Amber: “I just spoke with the provider and they actually told me that your problem was not urgent and that you should see her next month.” • Patient: “ I guess I don’t recall that, (said in a snotty way) but go ahead and schedule me anyways. • END OF CALL!

9. Conclusion • When my mom told me this story I thought she handled her patient very well. Usually when you are dealing with a dishonest customer/ patient you would go get a manager. In her business you aren’t really allowed to do that according to my mom. She had no emotion which was good and helped a lot. She has been working at the same place for 15 years and has dealt with a lot of patients like that.