Difficult Customer Service Dialogue By Steven Moncada There

Difficult Customer Service Dialogue By: Steven Moncada

There are 10 different types of difficult customers • • • Argumentative Insulting Irritable/Moody Suspicious Dishonest Complaining Impatient Leave-me-alone Complaining Slow methodical

Turning Costumers Into Opportunities Calm. Speak slowly and steadily. Make sure your body language conveys a calm message as well. Observe. Watch your customer closely and make eye contact. What message is s/he trying to send you? Needs. What outcome does the customer want in this situation? What does s/he need? The chances are usually good that the solution your customer desires is within your company’s guidelines. Think. What is the best way to handle this situation so that everyone involved feels like a winner? If you think about it, you may discover you already know the answer. Reassuring. Difficult customers want to know that their problem is going to be solved. Reassure them by letting them know that you’re on their side and are there to ease their concerns. Opportunities. Customers whose problems are effectively solved become even better customers—that’s a financial fact. It’s also an opportunity to show your supervisor just how valuable you are. Listen. listen to those difficult customers, and listen to yourself as well. You have an inner voice that tells you what to do and what not to do.

How to deal with an Insulting Customer Scenario: Tom has his dream summer job at the local marina. He fills customers’ tanks with gas and sells needed supplies. Tom is very helpful, and most folks are appreciative. Sometimes, however, he’s run out of stock in something a customer requests. Some customers are understanding, but others get frustrated and take it out on Tom personally. Guideline—Go neutral. Serve customers promptly, and nonemotionally. You’ll feel an energizing power. And power, properly used, is a good thing.

How to deal with an Argumentative Customer Scenario: Adam is a busboy at a restaurant. Sometimes, he encounters argumentative customers who seem to look for problems. For example, one time when Adam was clearing plates, a gentleman questioned why he was doing it. Adam was a bit bewildered when the customer sent him away twice—even though he was obviously finished eating. Guideline—Asking simple, polite questions with options keeps most situations under smooth control.

How to deal with an Irritable Moody Customer Scenario: Liz works part-time in a tanning salon. She greets all her customers with a smile and a warm “hello. ” But it’s Thursday afternoon, and here comes Miss Irritable/Moody. She’s Liz’s best friend one week and a real crab the next. Guideline—Do your job well. Be consistent in your positive behavior. You’ll have a natural, calming effect on customers and fellow employees.

How to deal with a Suspicious Customer Scenario: Taylor’s hotel-pool lifeguard job includes a lot of customer service. Most guests accept her answers easily, but sometimes a suspicious guest questions her. “Are you certain it’s only three feet here? ” “How do you know the Jacuzzi will be hot enough in the morning? ” “I want to be certain I won’t be charged for extra towels. ” Taylor feels challenged to find proof for such questions. Guideline—Explain and demonstrate good service as many times as you need to. Some customers just “get it” more slowly than others

How to deal with a Dishonest Customer Scenario: Melissa works at a department store. Today, she’s closely watching two customers who are shopping for dresses. Were they price-switching—or outright stealing? They ended up purchasing a dress, but that didn’t take away Melissa’s feeling that something was fishy. Her intuition was accurate—the customers returned the dress the very next day. It looked like it had been worn. The dishonest customers denied it. What could Melissa say? Guideline—Don’t jump to quick conclusions. If you say no and your assistant manager says to accept the return, you’ll look bad in front of the customer. Remember that compromising and negotiating are part of normal procedure in serving customers.

How to deal with a complaining custumer Scenario: Kasie is a customer-service representative for an insurance agency that sells policies to medium-sized businesses. Sometimes, the owners and managers of these businesses are complaining customers. “The wording on this policy sounds too simple. Are you sure you’re giving me the coverage I need? ”… “I can’t understand what I’m reading—it’s almost like you people enjoy this!”… “I’m probably getting overcharged, and I don’t even know it. I thought you people might be pulling this the last time, too!” Sometimes Kasie wonders, “Would anything make these customers happy? ” Guideline—Understand respect what the customers are thinking. Your job is to help them overcome obstacles that prevent them from trusting you and your company. Keep in mind, also, that when you work for and represent a company, you are that company to your customer.

How to deal with an impatient customer Scenario: Carey is a receptionist in a pediatrician’s office. During cold and flu season, it gets pretty busy. Most parents are fairly patient, but some think that their kids should be seen right away, regardless of who else is waiting. Carey must deal with impatient customers who show verbally and nonverbally that they do not want to wait. Guideline—Agreeing first on common points goes a long way in handling situations with difficult customers.

How to deal with a leave-me-alone Scenario: Shawn enjoys helping customers choose computers in the electronics store where he works. He loves computers and knows a lot about them. Yet at times, Shawn encounters leave-me-alone customers. These types of customers do not want any assistance or advice, even though Shawn could relieve some of their confusion Guideline—Patience works wonders. Never press customers for sales or decisions.

How to deal with a Complaining Customer Scenario: Remember Kasie working in the insurance office serving the business owners? She took the “L” in the CONTROL acrogram seriously. She listened very carefully to what the customers were really saying. Complaining customers, deep down, often question the value of everything. Are they getting their money’s worth? Are they being taken advantage of? Kasie agreed that, “Yes, these policies do get confusing. That’s why we’re always glad to explain what the details mean. ” Kasie went on to emphasize that one of the reasons the agency had been around so long was that it truly supports the business of its customers—every step of the way. Guideline—Understand respect what the customers are thinking. Your job is to help them overcome obstacles that prevent them from trusting you and your company. Keep in mind, also, that when you work for and represent a company, you are that company to your customer.

How to deal with Slow-Methodical Scenario: Tim has many tasks in his job at the farmer’s market. Each time customers drive in, he pauses from stocking fruit, vegetables, and baked goods so he can be attentive to them. Today, a customer came in who was totally silent. Tim didn’t understand why the customer seemed so indifferent when he gently offered helpful hints. He thought the customer might just be indecisive. Who shops for fruit for 40 minutes? Tim felt foolish just standing around—not to mention that he wasn’t getting any of his other work done. Guideline—Be patient with customers who need it. Mirror their methodical behavior. Help them along by not overwhelming them. They’ll come around when they trust your good intentions.