Customer Dialog BY BRIANNA LARKOWSKI Business Wordle Difficult

Customer Dialog BY; BRIANNA LARKOWSKI

Business Wordle

Difficult Customer Types � Irritable/Moody � Complaining � Leave-Me-Alone � Dishonest � Argumentative � Domineering � Insulting � Impatient � Suspicious � Slow and Methodical

Situation �Breana walks into the store Anna works at and does not need Anna’s help.

Dialog �Anna: “Hello Ma’am, can I help you find anything today? ” �Breana: “NO! Just go away I’m not stupid, Anna I know how to shop. ” �Anna: “Okay well I’ll be over there if you need me. ” �Breana: Well don’t expect to hear anything from me because I don’t need your stupid help. ’”

How To Handle Leave-Me-Alone Customers �Be patient �Be polite �Never press customers for sales

Conclusion �I think that Anna handle the problem pretty well. Although Breana was being rude to her she stayed polite and didn’t argue.

C-O-N-T-R-O-L � C Calm. If you lose your temper, you may very well lose the sale, the customer, and your job! Speak slowly and steadily. . � O Observe. Watch your customer closely and make eye contact. What message is s/he trying to send you? � N Needs. What outcome does the customer want in this situation? What does s/he need? � T Think. What is the best way to handle this situation so that everyone involved feels like a winner? � R Reassuring. Difficult customers want to know that their problem is going to be solved. � O Opportunity. Don’t think of problems as problems—think of them as “golden, unresolved opportunities. ” Each and every difficult customer presents you with a wonderful opportunity. � L Listen. Hearing and listening are not the same thing. Listening is a skill. It’s hard work to focus completely on what another person is trying to communicate to you.