Role-play

Staff Member- I am sorry sir; this was a big misunderstanding with the client!

Me- Staff Member, this client was already very angry on the delayed delivery of his products, this
can be very much disastrous.

Staff Member- Sir, I misunderstood him. I understood that the client has just ordered the product
yesterday.

Me- Its ok, now we have to avoid such problems. I will coach you.

Staff Member- Ok sir.

Me- Staff Member, our policies are to handle customers friendly. Reply the promptly. Provide them
quick services, deliver their products soon. But I have been noticing you from the past few weeks,
you have failed in all such aspects achieving the policies of company. Is there any problem. You can
discuss it with me (Sallies, 2014).

Staff Member- No sir, it was my fault. I did not take it so seriously.

Me- this is why we are in this situation today. Yore Mine Co. is our valuable customer and a regular
customer, we should take care of such customers.

There is very simple understanding that different customers are to be dealer differently. The small
customers will not shift to other company for their products if they found our prices and policies
reasonable, but big customers like Yore Mine Co. can shift to the Chinese material if they are not
satisfied with our service. They will not think of giving upon the extra cost of shipping (Sallies, 2014).

Staff Member- Yes sir, I understand.

Me- You must follow the technique to deal with the customers. The steps you should follow are:

1. Introduce yourself with the courtesy and greet the customer.

2. Property listen to the customer and his complaints. Understand his meaning of complaining.
Gather the facts related to the customer complaint and note them.

3. Never argue with the customers.

4. For the faults and poor service always apologise.

5. Ask questions to clear the doubts.

6. Ask the customers about how will they like this to be resolved in a particular manner.

Coaching documents or notes

Steps to remember while communicating with clients or customers:

1. Introduce yourself with the courtesy and greet the customer.

2. Property listen to the customer and his complaints. Understand his meaning of complaining.
Gather the facts related to the customer complaint and note them.

3. Never argue with the customers.

4. For the faults and poor service always apologise.

5. Ask questions to clear the doubts.

6. Ask the customers about how will they like this to be resolved in a particular manner.