Customer Service Dialog

1. Customer Service Dialog By: Kaitlyn Struemke

2. Types of Difficult Customers • Argumentative- Looking for problems • Impatient- Show verbally and nonverbally that they don’t want to wait • Leave-me-alone- Don’t want any assistance or advice • Irritable/Moody- Changing attitudes on different occasions, always have a different mood • Insulting- Rough and rude, making fun of people because of their attitude and personal problems • Complaining- Always find something different and wrong with their service • Domineering and Superior- Think they know how to do everything and tell you how to do it • Suspicious- Always wanting to know if there is anything, and making sure, nothing is wrong • Slow/Methodical- Takes a super long time to make simple decisions • Dishonest- Lying about something, most likely stealing

3. How to Handle Difficult Customers- Guidelines • Argumentative- Ask simple, polite questions • Impatient- Agree first on common points • Leave-me-alone- Be Patient, give them space • Irritable/Moody- Be positive • Insulting- Be neutral, especially with your body language • Complaining- Respect their thoughts, listen actively • Domineering and Superior- Let them have their say, compliment them • Suspicious- Explain and demonstrate good service • Slow/Methodical- Be sure not to overwhelm, give them space and simply choices • Dishonest- Don’t jump to quick conclusions or accusations

4. Introduction My dad’s company integrates laser technologies with automated mechanisms. There are problems that can happen in this process. In this particular case study, the laser was failing and the customer needed support because they had product to produce to meet the demands of their customers. To help them, the company has a set of procedures to follow starting with phone support and ending with on-site evaluation.

5. Dialog- Impatient Customer Company Customer • Customer: “We are having trouble with the laser on the machine we bought from you. It doesn’t fire when commanded to.” Company: Asks questions about how they are set up and try to troubleshoot over the phone. • Customer: “Sorry that’s not working. We need this thing running today because we have product to put out.” • Company: “Okay we will set up an appointment for next week to send one of our service technicians to your facility for on-site evaluation.” Customer:“Next week is too late, we need it today!” • Company: “We really appreciate your patience and know how frustrating this is. Thank you for your business. We will get someone out there as soon as possible.” Customer: “That sounds better.” • Company: “Have a nice day. Bye.” Customer: “Goodbye.”

6. Conclusion In the end, the customer was happy and the company learned how to deal with that particular machinery to make it better. I think they had very good customer service; impatient Customers are hard to deal with because they are showing how much they don’t want to wait. All in all I think this situation went pretty good for both sides of the conversation.

7. Citations • Making Mad Glad (G-Drive) • My dad and the company he works for