CUSTOMER SERVICE Cameron Odell

WHAT IS GOOD CUSTOMER SERVICE?  Make certain of customer satisfaction with a product or service  Providing helpful and the necessary amount assistance to the products buyer  Having a good attitude and always respecting the customer needs and choices  EXCEPTIONAL customer service includes being able to have an endless amount of patients, enduring a calm and positive attitude, and helpful advice under all circumstances. The customer will want to buy from you again g

WHAT IS BAD CUSTOMER SERVICE?  When a customer is not satisfied  Mistreated, by either being spoken to rudely or ignored  Not given enough advice or help  Poor service that basically doesn’t meet the company’s or customers expectations  The effect of bad customer service is that they most likely will not come back the company again

DISAGREEABLE CUSTOMERS  Argumentative  Irritable/moody  Slow/methodical  Impatient  Insulting  Dishonest  Superior/domineering  Leave-me-alone  Complaining  Suspicious

SITUATION #1 CUSTOMER DIALOG My sister, MaKenzie, was working at Econo Foods Grocery and had an complaining customer come in causing problems because they didn’t have the kind of bread she wanted. This is how she handled the situation;  Lady: “You guys never have the kind of bread I need. It’s always out of stock here. I’m so tired of this.”  MaKenzie: “I’m sorry ma'am for the inconvenience, is there another choice that would work for you? We have the same brand but a slightly different kind. Whole wheat instead of wheat.”  Lady: “I don’t want whole wheat, it’s more expensive. I want the kind that I always get.”  MaKenzie: “Well we currently don’t have it. Would you like me to call another nearby location to see if they're in stock?”

SITUATION #1 CONTINUED  Lady: “No. I do not. Maybe next time I come in you guys will actually have it.”  MaKenzie: “Again, I'm very sorry for the inconvenience. I will talk to my manager and see if we can better address this situation in the future.  Lady: “That won’t be necessary. Thank you.” My sister apologized again and told the women to have a wonderful rest of her day. She then purchased the whole wheat bread and didn’t say another word. My sister had good patients and handled the situation very well. The women clearly wanted to complain and was having a bad day. Overall I think she handled the situation fairly well.

SITUATION #2 CUSTOMER DIALOG My cousin Nathan was working at Nordstrom rack when a dishonest customer came in. He had remembered recently helping the women a couple days before hand. She purchased a pair of shoes. Now she was wanting to return them. Nathan could immediately tell they had been worn, they had a few smudges and the brand even rubbed off on the bottom. This is how he handled the dishonest customer; Women: “I would like to return these shoes.” Nathan: “Alright. Is there an issue with them, ma’am?” Women: “No not at all. Just would like a different pair.” Nathan: “Well to me, it looks as though they have been worn. I would just like to inform you we don’t allow customers to return used items.” Women: “Excuse me?” Nathan: “I cannot let you return these shoes as they have been worn. What’s your name ma’am?

SITUATION #2 CONTINUED  Women: “Carrie.”  Nathan: “Carrie, thank you for your patients and I apologize this situation. I have to follow the rules. Would you like to talk to my manager? He can better inform you about our return policy.”  Carrie: “No that’s fine, thank you.”  Nathan: “Again Carrie I apologize for this. Have a great day, I hope to see you again in the future.”  Carrie: “I understand, you too Nathan.” I think my cousin handled this situation exceptionally. He read the women's attitude in the beginning well and was honest with her. She ended up not getting too upset and understood why he had to do what he did.

THANKS FOR WATCHING!