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Customer Dialogue

In a bustling Econo Foods in Somerset, WI, a cashier expertly handles an insulting customer named Laura, who expresses sarcasm over prices during a routine transaction. When Laura grumbles about the cost of flu medicine and Benadryl, the cashier remains neutral, focused, and non-emotional, demonstrating essential customer service qualities. This encounter exemplifies how to address challenging customer interactions while maintaining professionalism and composure. The cashier's effective handling of the situation showcases the importance of staying calm and respectful, regardless of the customer’s demeanor.

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Customer Dialogue

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Presentation Transcript

  1. Customer Dialogue By: Aly Meath

  2. Type of Difficult Customer • Insulting: You will need to stay neutral, serve customers promptly, and nonemotionally.

  3. Setting • Econo Foods • Somerset, WI

  4. Back Story • My mom, sister, and I were standing in line. • There was a lady (Laura) in front of us who needed a price check on some flu medicine and some Benadryl. • The cashieryells for a price check.

  5. The Dialogue • Cashier: “Can I have a price check for isle 3?” • The manager goes over to the pharmacy section and yells the prices of the flu medicine and the Benadryl. • Manager: “The Benadryl is $10.87 and the flu medicine is 5.89.” • Laura: “The Benadryl is $10.87?” • Manager: “Yes, I could get the price tag if you like. • Laura: “No, it’s okay. (Pauses) Gosh, it’s cheaper to go to the doctor.” (says sarcastically)

  6. Dialogue Cont. • The Cashier just stood there silent trying to stay neutral and not say anything to upset Laura more. • Cashier: “That will be $16.76.” • The Cashier finished ringing Laura up, she paid, and then left.

  7. Conclusion • I think that the Cashier handled the insulting customer well and she knows how to handle many types of customer, especially an insulting one.

  8. Qualities of Being in Customer Service

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