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Customer Service Dialogue

Customer Service Dialogue. By: Anna Cheaney. Types of Customers. Argumentative: Customers who look for problems Domineering/Superior: customers who think they know more than you Impatient: Customers who don’t want to wait Guide: Reassure them that they wont have to wait

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Customer Service Dialogue

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  1. Customer Service Dialogue By: Anna Cheaney

  2. Types of Customers • Argumentative: Customers who look for problems • Domineering/Superior: customers who think they know more than you • Impatient:Customers who don’t want to wait • Guide: Reassure them that they wont have to wait • Leave-Me-Alone: Customers who don’t want to be bothered by employees • Irritable/Moody: Customers who are nice one time you see them and mean the next • Complaining: Customers who are never satisfied • Suspicious: Customers who are cautious with you because they don’t trust you • Guide: Answer their questions cautiously • Slow/Methodical: Customers who need a lot of help making decisions • Dishonest: Customers who buy a product and return it after it was obviously used

  3. Control • C- Calm • O- Observe • N- Needs • T- Think • R- Reassuring • O- Opportunity • L- Listen

  4. Introduction • This weekend my mom, my sister, and I went to AT&T. We went there to pick up a phone that my mom ordered and the employee at AT&T said she would call when it was there. She said it would take about a week. It had been about a month since we ordered it and my mom was getting upset with her. So we went there and got the phone. However the employeeat AT&T didn’t tell us the phone was $50 before we agreed to it. So then my mom got upset with her and she tried to return it but there was a $35 restocking fee. • I think we were Impatient and Suspicious customers because my mom was getting mad with the employee because she wasn’t telling us upfront what it would all cost and we just wanted to get over and done with it.

  5. Dialogue • Employee: “Hello, Welcome to AT&T. How may I help you today?” • My Mom: “We came here to pick up a phone we ordered for my daughter.” • Employee: “Let me check for you.” • Employee: “Ok, we have one of the one you ordered here but it wasn’t a special order but I can still give it to you.” • My Mom: “Ok.” • Employee: “What number is this phone for?” • My Mom: “This phone is for _ _ _- _ _ _ - _ _ _ _.” • Employee: “Ok.”

  6. Dialogue Continued • Employee: *starts doing stuff on the computer* • Employee: “Ok do you agree to the terms and conditions to the contract?” • My Mom: “Yes.” • Employee: “So the charge is $50.” • My Mom: “I just wish you would have told me that before I accepted the contract. If I was going to spend $50 on a phone I would have just looked at the iPhones.” • Employee: “Well you could get the iPhone and return this phone.” • My Mom: “Sure, we will do that then.” • Employee: “Ok so there is a $35 restocking fee because this phone is already contracted out to you.”

  7. Dialogue Continued • My Mom: “I’m not paying $35 for a $50 phone!” • My Mom: “Never mind we will just take this one.” • Employee: “Ok, Have a nice day.”

  8. Conclusion • We left and then came back about a half an hour later after my mom was on the phone with AT&T. My mom worked it all out after talking to them. Then we went back to AT&T and got the iPhones after returning the other phone with no charge.

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