Customer Service Dialog

1. Customer Service Dialog Grant Hecht

2. Different Types of Customers • Argumentative • Impatient • Leave-Me-Alone • Moody • Complaining • Suspicious • Silent • Indecisive • Dishonest • Insulting Insulting Extended

3. Argumentative • Customers who seem to look for problems.

4. Impatient • Customers who show verbally and nonverbally that they do not want to wait.

5. Leave-Me-Alone • These types of customers do not want any assistance or advice.

6. Moody • These types of customers can be happy one week and a total crab the next.

7. Complaining • These customers obviously complain and sometimes they can turn into insulting customers.

8. Suspicious • These Customers are asking a ton of questions and will not believe a thing that you will say.

9. Silent • Silent customers are people that might be unsure of what they want. You maybe might mix silent customers up with leave-me-alone customers but they are almost the complete opposite.

10. Indecisive • These customers are unsure of what they want and it may take you a while to actually help them out.

11. Dishonest • Dishonest customers will lie to you in order to get what they want. They may return an already worn item and say it wasn’t worn. They are just all around hard customers to deal with.

12. Insulting • These customers are can be very mean at times. The number one thing you cant do is insult them back.

13. Insulting Customers and What To Do When You Encounter Them • It's never fun dealing with rude people on the phone, but you can stay in control of the situation by following a few rules. If you know ahead of time how you plan to react to rude people on the phone, you can focus on your steps instead of being rattled by someone else’s anger. • First you have to listen to what the customer has to say. Let them say why they are angry. Understanding why the customer is mad may clear things up with you and letting the customer know that you understand may calm their nerves a little bit. • One thing I learned from role playing would be that you must keep smiling. It makes you tone of voice sound nicer and the customer would hear your understand voice and would calm down a little bit. • Avoid responding to a customer's rudeness with negative comments. Tell them you appreciate his or her honesty and you want to try to make the next experience better. • Lastly, remember that what they say is not personal. They may not even understand what they are saying in an angry mood. Control your emotions and try to help them control theirs.

14. Role Play and How to Handle an Insulting Customer. • Bob-(answers phone) Hello this is Bob from Gucci how may I help you? • Jon- Hey Bob this is Jon, an angry customer. I have been buying from Gucci for my whole entire life and not once have I had my gosh darn order not come in! I ordered it 3 weeks ago and I paid for 1 week delivery! I swear you people are the stupidest people in the whole world! You may lose this valuable customer that buys from you every month! • Bob- I’m sorry for the inconvenience Jon. Thank you for you past purchases from Gucci. I will try my hardest to help you find where your order is. Will you please hold Jon? • Jon- You better hurry up because I’m about to cut my losses and move on and buy from another store! • Bob- Hello? Jon? I have found your purchase. One of my co-workers skimmed right over it and forgot to ship it.

15. Jon- What are they 4 and a half?! Nobody’s order should be skipped! How did you people even pass high school? Or even get a degree? My 3 year old daughter could do your job better than you! • Bob- I’m sorry for the mix up Jon. It wont happen again. Thank you for you patience. I have just shipped your order. It will be there in 3 business days. • Jon- Bye Bob and thanks for getting it shipped finally. • Bob- Bye.

16. Review • Bob took every step he needed to help the customer. He kept his cool and saved the companies highest buyer.