Customer Dialog
Navigating interactions with disagreeable customers can be challenging yet rewarding. This guide focuses on understanding various types of upset customers, such as argumentative and irritable individuals, using effective dialogue techniques. By utilizing the CONTROL acronym—Calm, Observe, Needs, Think, Reassuring, Opportunity, Listen—you can transform tough scenarios into positive outcomes. An engaging real-life example highlights how a cashier managed an argumentative customer through calmness and empathy, ultimately leading to customer satisfaction. Learn to handle customer disputes with grace and efficiency.
Customer Dialog
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Presentation Transcript
Customer Dialog By: Brandon Mondor
DISAGREEABLE CUSTOMERs • Argumentative • Impatient • leave-me-alone • Irritable/Moody • Insulting • Complaining
Other types of upset customers • Domineering/Superior • Suspicious • Slow/Methodical • Dishonest
Control Acrogram! • C-alm • O-bserve • N-eeds • T-hink • R-eassuring • O-pportunity • L-isten • Think about this when dealing with upset customers
Real Life dialog • This is an example of an Argumentative customer • Went to Wal-Mart • Saw someone getting a phone • Guy checking out was getting angry and arguing with the cashier • This is what I heard (Couldn’t hear everything)
Dialog Cashier Buyer “Hello, Did you find the phone you like?” “Yes” The cashier then started to bag the phone, “That will be $198.67” “Why does this phone cost so much if its old?” “I’m sorry if you don’t like the prices” “And not only that, I always break my phone after my warranty expires!” “Oh, well I can give you an upgraded warranty so you can take the phone home and if anything goes wrong, You can bring it back later. Would you like that? “That would be wonderful, thank you.” The buyer then paid for the phone, got the upgraded warranty, and happily left
Conclusion In conclusion, the Cashier didn’t lose his cool when the Buyer started arguing and yelling. You could tell he thought about his options and made the right decision that neither upset the customer more nor get himself in trouble by yelling back.
Cites • Making Mad Glad on the G-Drive
