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Customer S ervice Dialog

Customer S ervice Dialog. Cristina Schroepfer. Types of customers. Argumentative impatient leave-me-alone Irritable/moody Insulting Complaining. Other types of Customers. Domineering/Superior Suspicious Slow/methodical Dishonest. ways to deal with difficult customers.

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Customer S ervice Dialog

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  1. Customer Service Dialog Cristina Schroepfer

  2. Types of customers • Argumentative • impatient • leave-me-alone • Irritable/moody • Insulting • Complaining

  3. Other types of Customers • Domineering/Superior • Suspicious • Slow/methodical • Dishonest

  4. ways to deal with difficult customers • argumentative customer : You should ask simple, polite questions, with options. • leave-me-alone customer : Don't press them for sales or decisions , let them know you are near if they need something. • insulting customer:serve the customers promptly and none- motionally, ask and answer the necessary questions. • domineering/superiorcustomer :let customers have their say, in the end make sure the right thing is done • slow/methodical customer :Be patient, and help them along the way

  5. Other ways to deal with difficult customers • Impatient : First agree on common points • Complaining : Respect their thoughts, listen actively • Domineering/Superior : Lest them have their say, compliment them • Suspicious: Explain and demonstrate good service • Dishonest: Don’t jump to quick conclusions

  6. C-O-N-T-R-O-L • C-calm: if you lose your temper, you might lose the sale • O-observe: eye contact, watch your customer, find out what message they are trying to tell you • N-needs: what do they need? • T- think: what is the best way to handle the situation • R- reassuring: let them know you re on their side • O-opportunity: don't think of problems as problems, think of them as golden opportunities  • L-listen : Listening is a skill, try to listen closely to the customer

  7. Customer situation I asked my mom for a customer situation, because I haven’t really dealt with many customers. My parents own a greenhouse business, and she told me about one of her customer situations.

  8. Customer situation • The lady walks in and looks at her baskets, and then my mom goes up to the cash register and totals up all the items to find the cost.  

  9. Customer situation My mom told her the total. • Then the lady said: "You are over-charging me, that's not what I agreed to pay!" • My mom said: "I totaled it all up and that is the amount that you agreed to pay." • My mom also said: "I can show you the receipt if you'd like, and I will show you how it all totaled up." • She showed the lady the receiptand the lady said: "Oh, ok it just added up to be more than I expected." My mom said: "That's ok, I'm glad I was able to make that clear for you, have a nice day."

  10. Type of customer, & method used • Argumentative customer • My mom was calm, and showed her the receipt, making sure to show her how it all added up.

  11. Citations • http://www.strategic-seminars.com/customer_service_seminars.htm • http://www.aceboston.net/tag/customer-service/

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