Customer Service Dialogue

1. Customer Service Dialogue By: Josh Kelly

2. Types of Customers • Argumentative • Impatient • Leave-me-alone • Irritable/moody • Insulting • Complaining • Suspicious • Dishonest • Slow/methodical • Domineering/superior

3. What should you do? • Argumentative: Ask simple, polite questions with options. • Impatient: Agree first on common points. • Leave-me-alone: Patience works wonders. Never press customers for sales or decisions. • Irritable/moody: Be consistent in your positive behavior. • Insulting: Go neutral. Serve customers promptly, and non-emotionally. • Complaining: Understand and respect what the customers are thinking. • Suspicious: Explain and demonstrate good service. • Dishonest: Don’t jump to quick conclusions. • Slow/methodical: Be patient. • Domineering/superior: Let customers have their say. In the end, make sure that the right thing is done.

4. My dad is a mail man right now but for a little while a couple of years ago he was a mail supervisor. He told me about this time when a 19 year old guy came into the post office complaining to him about a CD being broken in his mailbox. Customer Dialogue “Hello my name is John Kelly, how can I help you?” “My CD was broken in my mail box by the mailman and I want you to pay for it!” “I’m sorry sir, but your mailbox was too full so the mailman may not have seen your CD and put more mail in.” “Then you should have to pay for it to be fixed since you broke it!” “I understand that you want it fixed, but it is the mail recipient’s job to keep their mailbox empty so these problems don’t happen.” My dad 19 year old

5. The customer was super mad and kept on complaining about his CD. “I’m sorry that we can’t do anything about this problem. Please remember to receive your mail so it doesn’t pile up.” “Thank you for your time.”