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Effective Customer Engagement Techniques

Learn how to handle different customer types, such as complaining, argumentative, and dishonest customers, with tips on listening, observing, and staying calm to provide excellent service. Be prepared for various challenging scenarios.

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Effective Customer Engagement Techniques

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Presentation Transcript

  1. Customer Dialogue By: Mckenzie Brown

  2. Wordle

  3. Acrogram For “Control” • C – Calm • O – observe • N – Needs • T – Think • R – Reassuring • O – Opportunity • L - Listen

  4. Types of Customers • Complaining • Leave – me – alone • Argumentative • insulting • Impatient • Irritable/ moody • Domineering/superior • Suspicious • Dishonest • Slow/methodical

  5. Types Of Customers • Complaining Customers: Under stand and respect what their saying your job is to help them. • Leave – me – alone: Let them know you will be at service if they need you. Don’t hover or push for sales. • Argumentative: Ask simple and polite questions, Stay calm, agree and don’t fight back. • Insulting: Keep a blank face with no expression. Don’t insult back, help them and stay calm while doing it. • Impatient: Let them have their say. Agree on common points and try to serve them as fast as possible. • Irritable/ Moody: Keep neutral behavior and let them have their say.

  6. Types Of Customers Continued… • Domineering Superior: Let the customers have their say but in the end make sure the right thing is done. • Suspicious: Explain and demonstrate good service as much as you need to. • Dishonest: Don’t jump to quick conclusions try to negotiate and compromise. • Slow Methodical: Be patient with them and help them along.

  7. Here is an example of a argumentative customer. • The lady In the story works at a supermarket her name is rachel… • Customer: “You have overcharged me for the bottle of wine again I demand an explanation!” • Rachel: “Well I’m not working on checkouts sir, so I don’t know how much you paid.” • Customer: “*throws reciept in rachels face* Look you have charged me $7.49 and there is suppose to be an offer on it for $3.99!” • Rachel: “Okay show me where you got it and we will try to sort this out.” • *The customer had grabbed a bottle that wasn’t on promotion but was accidentally placed next to all the bottles that were. When Rachel tried to explain it to the customer he became even more enraged.*

  8. argumentative Customer Continued… • Rachel: “Would you like a refund sir?” • Customer: “Yes I want a flipping refund!” • Rachel: *takes him to counter to get a refund* • Customer: “this would have never happened at ____ where I normally shop! Always happens here! Well I will never be shopping here again! If I were in any other shop you’d just give me the bottle for $3.99!” • Rachel: “I’m sorry sir but we are in a recession and we can’t afford to give handouts.” • Customer: *leaves*

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