CUSTOMER SERVICE Ashley Handy

WORDLE

WHO MUST DEAL WITH CUSTOMERS?  Nearly everyone who works will eventually deal with customers, which is why we, as students, must learn how to handle all different types of customers.

WHAT ARE THE DIFFERENT DIFFICULT CUSTOMERS ?  Argumentative: customers who seem to look for problems  Impatient: customers who make it clear that they don’t want to wait  Leave-me-alone: customers that do not want any assistance or advice  Irritable/Moody: customers who are nice one minute and crappy the next  Insulting: customers who take their anger out on the customer service person

DIFFICULT CUSTOMERS CONTINUED  Complaining: customers who complain a lot  Domineering/Superior: costumers who think they know best  Slow/Methodical: customers who take their time  Suspicious: customers who are suspicious about your company and your motives  Dishonest: customers who lie to get what they want

HOW DO YOU HANDLE THESE CUSTOMERS?  Argumentative: Ask simple, polite questions  Impatient: Agree on common points  Leave-me-alone: Be patient and don’t hover  Irritable/Moody: Be positive  Insulting: Be neutral and non-emotional

HANDLING CUSTOMERS CONTINUED  Complaining: Respect their thoughts, actively listen  Domineering/Superior: Let them have their say, compliment them  Slow/Methodical: Don’t overwhelm them, give them space  Suspicious: Explain and demonstrate good service  Dishonest: Don’t jump to quick conclusions or accusations

THE SITUATION  My mom used to work at Student Assurance Services in Stillwater, MN. When she was working one day, she got a call from an angry parent. The woman was angry about the coverage on her son’s policy. My mom tries to get the woman to tell her if her son is K-12 or college, but instead the woman insisted on speaking to my mom’s boss. Mom transfers her to her boss, and her boss later tells her that when she took the call, the woman was completely calm, cool, and collected.

CUSTOMER SERVICE DIALOGUE  “Student Assurance Services, this is Christine, how may I help you?” said Christine.  “Why does my son’s policy not cover annual physicals?!” The woman yelled.  “Is your son K-12 or college?” Christine asked calmly.  “Don’t you patronize me!” The woman screamed.

CUSTOMER SERVICE DIALOGUE CONTINUED  “Ma’am, I can’t help you unless you tell me if your son is K-12 or college” Christine informed her. (She is holding the phone away from her ear now)  “I want to speak to your supervisor!” The woman yelled.  “Alright, I will transfer you to her now. Please hold for a moment,” Christine said.

LATER THAT DAY…  My mom asked her supervisor about the woman, and she said that when she picked up the phone, the woman was calm, cool, and collected.  They had gotten the issue straightened out.

WHAT KIND OF DIFFICULT CUSTOMER IS THIS?  This customer is an irritable/moody customer.

WHAT IS THE BEST WAY TO HANDLE THIS KIND OF CUSTOMER?  The best way to handle an irritable/moody customer is to stay positive

CONCLUSION  My mom did the right thing by not getting upset.  She stayed positive.  She used  She used CONTROL

CITATIONS  customer/ 