1 / 6

Handling Difficult Customers: Strategies and Examples for Effective Service

This guide explores various types of difficult customers, including argumentative, impatient, and moody individuals. Learn effective strategies to handle them, such as using polite questions for argumentative customers and giving space to those who prefer to be left alone. Real-life scenarios, like a customer seeking cash for a gift return without a receipt, illustrate practical application of these techniques. Enhance your customer service skills by understanding how to stay neutral, remain positive, and assure customers, ultimately leading to successful conflict resolution.

nusa
Télécharger la présentation

Handling Difficult Customers: Strategies and Examples for Effective Service

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 dialog By Jonna BC 1 10-29-13

  2. Types of difficult customers • Argumentative: Ask simple, polite questions • Impatient: Agree first on common points. • Leave-me-alone: Give them space. • Irritable/moody: Do your job, stay positive. • Insulting: Stay neutral. • Complaining: Understand and respect the customer. • Domineering: Compliment them. • Suspicious: Assure the customer. • Slow: Stay in view, be available. • Dishonest: Don’t jump to conclusions and ask the manager for assistance.

  3. What’s happening? • A customer comes up to customer service and asks to return an item that was a gift to them. They do not have a receipt with and they want cash back. The customer service said that they could only have in store credit. This is an example of a argumentative customer. My mom was watching it all happen and told me about it.

  4. Dialog • Customer: “I would like to return this item please.” • Customer service: “Do you have a receipt with you?” • Customer: “No, I received this as a gift.” • Customer service: “I can only give you in store credit, sorry.”

  5. Customer: “Well, I really wanted the cash on this return.” • Customer service: “I am really sorry, but based on our store policy, I can only give you in store credit.” • Customer: “Well, I guess I have no choice.” • Customer service: “Well, you can choose something different than this item. Thank you for your understanding and I hope you find something else that you like.”

  6. Conclusion • The customer service finally persuaded the customer to have in store credit. The customer accepted it.

More Related