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STRATEGY FOR CUSTOMER SERVICE DIALOGUE SCRIPTS (higher level) In this podcast lesson, we’re 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 you’ve 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. Situation 1 You're going to listen to a conversation between a bank teller and a customer who has a complaint about the bank’s service. When you listen to the dialogue, pay particular attention to the way the teller handles the complaint. Does she follow the six-stage process we described earlier? Dialogue 1 Teller :

Next…… Yes, what do you want?

Customer :

Your bank has made a mistake again.

Teller :

Have we? It’s very unusual for us to make a mistake. Are you sure?

Customer :

Teller :

Of course I’m sure. I have my bank statement here. I asked the bank to transfer $1,000 from my current account to my savings account on the last working day of each month, and for the second month it hasn’t happened. This meant I wasn’t able to make my mortgage payment on time and had to pay a penalty charge. Let me have your account details.

Customer : Here’s my last bank statement. And here’s my bank card. I’m sure you can get all the details you need from it. Teller : Customer :

Actually, you’re right. I’m surprised we could make a mistake like that. That’s what I’m telling you. I even came in last month to complain about the month before. This service just isn’t good enough.

Teller : wrongly.

I know what’s happened. Someone careless clerk in Head Office must have typed it in

Customer :

Well that’s not my fault, and what about the mortgage penalty charge last month?

Teller :

Can you calm down? It’s not that serious. I’ve corrected it already. Everything’s OK now.

Customer : What do you mean everything’s alright? So, is the date of the transfer going to be correct or not next time? Teller :

Yes, it’ll be on the 29th.

Customer :

Of which month? You’re so casual about everything for Christ sake.

Teller :

Of September.

Customer :

OK. And what about the penalty charge?

Teller :

Oh. I’ve reversed that already. Didn’t I tell you?

Customer :

No, you didn’t. I can’t believe how unprofessional you are.

Teller :

I’ve done everything you’ve asked. What’s the matter now?

Customer :

I can’t take any more of this. I want to see your manager now!

Situation 2 You're going to listen to a second version of the conversation between the bank teller and the customer who has a complaint about the bank’s service. When you listen to the dialogue, pay particular attention to the way the teller handles the complaint. This time, does she follow the six-stage process we described earlier? Dialogue 2 Teller :

May I help you, sir?

Customer :

Your bank has made a mistake again.

Teller : Could you just give me the details, please? I can check all transactions from your account on our system. Customer : I asked the bank to transfer $1,000 from my current account to my savings account on the last working day of each month, and for the second month it hasn’t happened. This meant I wasn’t able to make my mortgage payment on time and had to pay a penalty charge. Teller:

May I have your account details, sir?

Customer:

Here’s my last bank statement. And here’s my bank card. I’m sure you can get all the details you need from it.

Teller :

Just a minute, Mr Ronson. I’ll just check what’s been happening............... Yes, I can see that the transfer wasn’t made at the end of last month.

Customer : That’s what I’m telling you. I even came in last month to complain about the month before. This service just isn’t good enough. Teller :

I’m very sorry about this. There seems to have been a data input error.

Customer :

Well that’s not my fault, and what about the mortgage penalty charge last month?

Teller :

Customer :

First, I’ll make sure that the transfer instructions are correct, if you could just wait a moment, Mr Ronson…..That’s correct now. The next transfer will be made on Wednesday the 29th of August. And the penalty charge?

Teller :

Let me just bring that up…. OK, I have reversed the penalty charge and your current account has been credited with $25.

Customer : Are you sure it won’t happen again? I mean I can’t handle the stress that this type of thing causes me. And it’s so unnecessary. Teller :

Yes, Mr Ronson. I’ve checked all the details and everything is now correct. Once again, please accept our apologies for any inconvenience caused, and thank you for informing us about this.

Customer :

Thanks for sorting it out for me. I appreciate it.

Teller :

You’re very welcome. Goodbye, Mr Ronson.