customer dialogue
DESCRIPTION
Customer Dialogue. By: Baily Paulus. Argumentative Impatient Leave-me-alone Irritable/Moody Insulting Complaining Domineering/Superior Customers Suspicious Customers Slow/Methodical Customers Dishonest Customers. Types of difficult customers. - PowerPoint PPT PresentationTRANSCRIPT
Customer DialogueBy: Baily Paulus
Types of difficult customers
ArgumentativeImpatientLeave-me-aloneIrritable/MoodyInsultingComplainingDomineering/Superior CustomersSuspicious CustomersSlow/Methodical CustomersDishonest Customers
Guidelines
Argumentative: Ask simple, polite questionsImpatient: Agree first on common pointsLeave-me-alone: Be Patient, give them spaceIrritable/Moody: Be positiveInsulting: Be neutral, especially with your
body languageComplaining: Respect their thoughts, listen
actively
Guidelines
Domineering/Superior Customers: Let them have their say, compliment them
Suspicious Customers: Explain and demonstrate good service
Slow/Methodical: Be sure not to overwhelm, give them space and simply choices
Dishonest Customers: Don’t jump to quick conclusions or accusations
Complaining Customer
Guideline- Understand and respect what the customers are thinking. Your job is to help them overcome obstacles that prevent them from trusting you and your company. Keep in mind, also, that when you work for and represent a company, you are that company to your customers.
Complaining customers, deep down, often question the value of everything.
Situation
I was at Wal-Mart. It was a normal day when I saw a store worker and a customer talking. The customer didn’t look very happy. The customer was in the electronics. The store worker went up to him and asked if he needed any help. The customer was looking at an IPod touch.
Dialogue
Worker: “Sir, do you need any help finding any thing or would you like to see something.”
Customer: “Yes, can I see this iPod.”
Worker: “Yes, let me get that for you.”
Customer: “If I get this would I be getting my moneys worth? I don’t think this price is worth this iPod.”
Dialogue
Worker: “Yes, this iPod is very nice. It has lots of features and you can do a lot on it. You can also put lots of stuff on it too.”
Customer: “Am I being taken advantage of?”
Worker: “No, sir.”
Customer: “What is the difference between the 8, 16, and 32 gigabits.”
Dialogue
Worker: “ The 32 gigabits can hold more stuff that you want to put on it. The 16 holds a little less, and the 8 holds the least. Do you think you will be putting a lot of stuff on it?”
Customer: “Yes, why wouldn’t I.”
Worker: “Then I would probably get the 32 or the 16 gigabits.”
Dialogue
Customer: “I would like to buy the 32 gigabits.”
Worker: “Okay, I can help you over here.”
Customer: “Are you sure this is worth it?”
Worker: “Yes, sir this is a very good iPod.”
Pictures
Control
CalmObserveNeedsThinkReassuringOpportunityListen