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Customer dialog

Customer dialog. By Jonna BC 1 10-29-13. Types of difficult customers. Argumentative: Ask simple, polite questions Impatient: Agree first on common points. Leave-me-alone: Give them space. Irritable/moody: Do your job, stay positive. Insulting: Stay neutral.

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Customer dialog

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  1. Customer dialog By Jonna BC 1 10-29-13

  2. Types of difficult customers • Argumentative: Ask simple, polite questions • Impatient: Agree first on common points. • Leave-me-alone: Give them space. • Irritable/moody: Do your job, stay positive. • Insulting: Stay neutral. • Complaining: Understand and respect the customer. • Domineering: Compliment them. • Suspicious: Assure the customer. • Slow: Stay in view, be available. • Dishonest: Don’t jump to conclusions and ask the manager for assistance.

  3. What’s happening? • A customer comes up to customer service and asks to return an item that was a gift to them. They do not have a receipt with and they want cash back. The customer service said that they could only have in store credit. This is an example of a argumentative customer. My mom was watching it all happen and told me about it.

  4. Dialog • Customer: “I would like to return this item please.” • Customer service: “Do you have a receipt with you?” • Customer: “No, I received this as a gift.” • Customer service: “I can only give you in store credit, sorry.”

  5. Customer: “Well, I really wanted the cash on this return.” • Customer service: “I am really sorry, but based on our store policy, I can only give you in store credit.” • Customer: “Well, I guess I have no choice.” • Customer service: “Well, you can choose something different than this item. Thank you for your understanding and I hope you find something else that you like.”

  6. Conclusion • The customer service finally persuaded the customer to have in store credit. The customer accepted it.

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