Customer dialogBy Jonna

BC 110-29-13

Types of difficult customersO Argumentative: Ask simple, polite questions O Impatient: Agree first on common points.O Leave-me-alone: Give them space.O Irritable/moody: Do your job, stay positive.O Insulting: Stay neutral.O Complaining: Understand and respect the customer. O Domineering: Compliment them.O Suspicious: Assure the customer.O Slow: Stay in view, be available.O Dishonest: Don’t jump to conclusions and ask the

manager for assistance.

What’s happening?O A customer comes up to customer

service and asks to return an item that was a gift to them. They do not have a receipt with and they want cash back. The customer service said that they could only have in store credit. This is an example of a argumentative customer. My mom was watching it all happen and told me about it.

DialogO Customer: “I would like to return this

item please.”O Customer service: “Do you have a

receipt with you?”O Customer: “No, I received this as a

gift.”O Customer service: “I can only give

you in store credit, sorry.”

O Customer: “Well, I really wanted the cash on this return.”

O Customer service: “I am really sorry, but based on our store policy, I can only give you in store credit.”

O Customer: “Well, I guess I have no choice.”

O Customer service: “Well, you can choose something different than this item. Thank you for your understanding and I hope you find something else that you like.”

ConclusionO The customer service finally

persuaded the customer to have in store credit. The customer accepted it.