STRATEGY FOR CUSTOMER SERVICE DIALOGUE SCRIPTS (higher level)

In this podcast lesson, were going to look at how the same customer complaint is dealt with in two completely different ways. One will be the right way and the other, the wrong way. After youve finished listening to this lesson, make sure you review our notes on the six-stage customer service process that you can apply to most situations where you need to handle a face-to-face customer problem. Situatio ! ou!re going to listen to a conversation between a bank teller and a customer who has a complaint about the banks service. "hen you listen to the dialogue, pay particular attention to the way the teller handles the complaint. #oes she follow the six-stage process we described earlier$ Dialogue ! %eller & )ustomer & %eller & )ustomer & 'ext(( es, what do you want$ our bank has made a mistake again. *ave we$ Its very u u"ual for us to make a mistake. Are you sure$ O# $our"e Im sure. I have my %a & "tate'e t here. I asked the bank to tra "#er +,,--from my $urre t a$$ou t to my "avi g" a$$ou t on the last working day of each month, and for the second month it hasnt happened. %his 'ea t I wasnt able to make my 'ortgage payment o ti'e and had to pay a (e alt) $harge. .et me have your account details.

%eller &

)ustomer & *eres my last bank statement. And heres my bank card. Im sure you can get all the details you need from it. %eller & )ustomer & A$tuall), youre right. Im surprised we could make a mistake like that. %hats what Im telling you. I even came in last month to complain about the month before. %his service /ust isnt good enough. I know whats happened. 0omeone $arele"" clerk in *ead Office must have typed it in "ell thats not my #ault, and *hat a%out the mortgage penalty charge last month$ )an you $al' down$ Its not that serious. Ive corrected it already. 1verythings O2 now.

%eller & wrongly. )ustomer & %eller &

)ustomer & "hat do you mean everythings alright$ 0o, is the date of the transfer going to be correct or not next time$ %eller & )ustomer & es, itll be on the 34th. Of which month$ oure so $a"ual about everything #or Chri"t "a&e.

%eller & )ustomer & %eller & )ustomer & %eller & )ustomer & Situatio -

Of 0eptember. O2. And what about the penalty charge$ Oh. Ive rever"e+ that already. #idnt I tell you$ 'o, you didnt. I cant believe how u (ro#e""io al you are. Ive done everything youve asked. "hats the matter now$ I $a ,t ta&e any more of this. I want to see your manager now5

ou!re going to listen to a second version of the conversation between the bank teller and the customer who has a complaint about the banks service. "hen you listen to the dialogue, pay particular attention to the way the teller handles the complaint. %his time, does she follow the six-stage process we described earlier$ Dialogue Teller . Cu"to'er . 6ay I help you, sir$ our bank has made a mistake again.

Teller . )ould you /ust give me the +etail", please$ I can check all tra "a$tio " from your account on our ")"te'. Cu"to'er . I asked the bank to transfer +,,--- from my current account to my savings account on the last working day of each month, and for the second month it hasnt happened. %his meant I wasnt able to make my mortgage payment on time and had to pay a penalty charge. %eller& )ustomer& Teller . 6ay I have your account details, sir$ *eres my last bank statement. And heres my bank card. Im sure you can get all the details you need from it. 7ust a minute, 6r 8onson. Ill /ust check whats been happening............... es, I can see that the transfer wasnt made at the end of last month.

Cu"to'er . %hats what Im telling you. I even came in last month to complain about the month before. %his service /ust isnt good enough. Teller . Cu"to'er . Teller . Im very sorry about this. %here seems to have been a +ata i (ut error. "ell thats not my fault, and what about the mortgage penalty charge last month$ 9irst, Ill make sure that the transfer i "tru$tio " are correct, if you could /ust wait a moment, 6r 8onson(..%hats correct now. %he next transfer will be made on "ednesday the 34th of August. And the penalty charge$

Cu"to'er .

Teller .

.et me /ust %ri g that u((. O2, I have reversed the penalty charge and your current account has been $re+ite+ with +3:.

Cu"to'er . Are you sure it wont happen again$ I mean I cant ha +le the "tre"" that this type of thing causes me. And its so unnecessary. Teller . es, 6r 8onson. Ive checked all the details and everything is now correct. Once again, please accept our apologies for any i $o ve ie $e caused, and thank you for informing us about this. %hanks for "orti g it out for me. I a((re$iate it. You,re ver) *el$o'e. ;oodbye, 6r 8onson.

Cu"to'er . Teller .