1 / 8

Customer Service Dialog

Customer Service Dialog. Savanna Nasgovitz. Types of Customers. Argumentative: Questions and disagrees, always looking for errors or mistakes Complaining: Everything is incorrect; No matter what the employee does they think it’s wrong

hester
Télécharger la présentation

Customer Service Dialog

An Image/Link below is provided (as is) to download presentation Download Policy: Content on the Website is provided to you AS IS for your information and personal use and may not be sold / licensed / shared on other websites without getting consent from its author. Content is provided to you AS IS for your information and personal use only. Download presentation by click this link. While downloading, if for some reason you are not able to download a presentation, the publisher may have deleted the file from their server. During download, if you can't get a presentation, the file might be deleted by the publisher.

E N D

Presentation Transcript

  1. Customer Service Dialog Savanna Nasgovitz

  2. Types of Customers • Argumentative:Questions and disagrees, always looking for errors or mistakes • Complaining:Everything is incorrect; No matter what the employee does they think it’s wrong • Irritable/Moody:Unpredictable; One day smiling and happy then quick and snappy • Insulting: Rude, Loud, Rough, always ready to take advantage of a situation • Impatient:Expect immediate service without regard • Leave-Me-Alone:Prefer to make their own decisions • Domineering/Superior:Overbearing, Talkative, Pushy, Think they are always right • Suspicious:Doubt everything, Insecure, Wants facts or proof • Slow/Methodical:Silent, Shy, And Indecisive • Dishonest:Take advantage of getting away with deals

  3. Argumentative: Use merchandise knowledge, Do not push a decision, Give logical explanations • Complaining: Listen, Stress Product Knowledge, Let them feel they have made the decision • Irritable/Moody: Do not argue, Practice empathy, consideration, Listen • Insulting:Do not be offended by this customer, Quiet dignity is needed by a salesperson • Impatient:Acknowledge that they need help, Calm them down, Get them in and out quickly • Leave-Me-Alone:Do not pressure customer, Inform customer that you will be near if they need help • Domineering/Superior:Let customer’s opinion stand, if acceptable, Don’t argue with customer • Suspicious:Explain & demonstrate good service as many times as needed • Slow/Methodical:Easy to handle but take lots of time • Dishonest: Don’t jump to quick conclusions

  4. Calm Observe Needs Think Reassuring Opportunity Listen Calm Observe Needs Think Reassuring Opportunity Listen

  5. Scenario My mom and I were going through the McDonald’s drive-thru in Stillwater during the summer. The vehicle in front of us…

  6. Worker: “Welcome to McDonalds, how may I help you?” Customer: “I would like four ice waters.” Worker: “I’m sorry, you must make a purchase before I can provide you ice water.” Customer: “Are you kidding me!? You people are dumb! Fine, I’ll order! I would like….” (He proceeded to order a continuous list of things adding up cost wise)

  7. Once worker had everything that they ordered added up and ready, the car simply drove away.

  8. Conclusion I believe that the person in the car was an insulting customer. They were just rude and acted inappropriately towards an innocent employee. Irritable/Moody would also fit because of his unpredictable mood. As the worker you wouldn’t have much say in the situation. Although I think the way she approached them with her words during ordering was mature.

More Related