Customer Service Dialogue By Salem Ron deau My

Customer Service Dialogue By : Salem Ron deau

My Wordle

Types of Difficult Customers 0 Argumentative: Customers who look for trouble or a fight. 0 Insulting: Customers are rough and rude; take personal things out on employee. 0 Complaining: Nothing can make these customers happy, they always complain about the company or product. 0 Irritable/moody: Customers whose mood changes from time to time. 0 Impatient: Customers who show verbally and nonverbally that they do not want to wait. 0 Leave-Me-Alone: Customers do not want any assistance or advice, even though the employee could relieve some of their confusion.

Types of Difficult Customers continued… 0 Suspicious: Customers ask many questions, probably have had bad experiences with other companies. 0 Dishonest: Customers try to wreck an item purposely so they can get a discount. 0 Domineering/superior: Customers try to tell employees how to do their jobs and distract them from finishing work. 0 Slow/Methodical: Customers can’t make up their mind on what they want or takes them a while to decide.

How to handle Difficult Customers 0 Argumentative: You need to ask simple, polite questions. 0 Impatient: You need to be patient with these customers and not get upset and react in a negative way. 0 Insulting: You need to be neutral, use a monotone voice. 0 Complaining: You need to understand where the customer is coming from. 0 Irritable/moody: You need to stay positive, the customer could have a bad day and you want to help them. 0 Leave-Me-Alone: Let the customer have his/her space.

How to handle Difficult Customers continued… 0 Suspicious: You need to show the customer good examples of how good your company is, so they will trust you and your company. 0 Dishonest: You shouldn’t jump to conclusions. 0 Domineering/superior: You should let the customer have their way, and listen to the customer. 0 Slow/methodical: Be patient with customers who need it, don’t rush customers.

C. O. N. T. R. O. L. 0 Calm: Speak slowly and steadily. Your body language should convey a calm message. Try to avoid sighing. 0 Observe: Watch your customer closely and make eye contact. What message is s/he trying to send you? 0 Needs: What does s/he need? The chances are usually good that the solution your customer desires is within your company’s guidelines. 0 Think: Think about what is the best way to handle the situation to make everyone happy.

C. O. N. T. R. O. L. 0 Reassuring: Reassure difficult customers by letting them know that you’re on their side and are there to ease their concerns. 0 Opportunity: Handling sticky situations is no small task, it’s an opportunity to sharpen your practical life skills, which you’ll use throughout your life. 0 Listen: Focus completely on what the customer has to say, but listen to yourself as well. Your inner voice will help you make the right decision.

Dialogue Mary Jo=customer Amye=saleswoman Amye says, “Welcome to JC Penny’s I’m Amye, what can I do for you? ” Mary Jo replies, “l would like to buy a dress and matching belt. ” Amye answers, “Here all of our dresses. Our belts are right over there. ” Mary Jo says, “I want to try some on. I don’t have all day. ” Amye tells Mary Jo, “I’ll get some right way ma’am. Here they are. ” Mary Jo complains, “No, the dress is a bit tight. I need a new one pronto. ” Amye says nicely, “Well, here is another one for you to try. ”

Dialogue continued… Mary Jo says, “Yes, this suits me well. Now show me the belts. ” Amye replies, “Here it is ma’am. ” Mary Jo says dully, “No, the color it’s not my favorite. ” Amye asks, “What color do you prefer ma’am? ? ” Mary Jo states, “Navy blue, and hurry up!” Amye says, “Ok, we have got a nice belt of that color. Here we go. ” Mary Jo says, “I guess that will do. What’s the price? ” Amye says, “Since you bought a dress and a belt, you get 50% off, so that makes your total comes to $75. 95. ”

Dialogue description This is an example of an impatient customer. The customer kept rushing the saleswoman to get her a new item. The saleswoman handled the situation well. In this situation the saleswoman did not react in a negative way to show she was upset with the tone of the customer.