4. When a Customer Complains About a Kno

When a Customer asks to Be Served Ahead of Other Waiting Customers : 

When a Customer asks to Be Served Ahead of Other Waiting Customers By VanSight

COPYRIGHT 2009 VANSIGHT division of Synbiz Solutions Pvt Ltd : 

COPYRIGHT 2009 VANSIGHT division of Synbiz Solutions Pvt Ltd 2 No part of this publication may be reproduced or transmitted in any form or for any purpose without the express permission of VanSight Division of Synbiz Solutions Pvt Ltd. The information contained herein may be changed without prior notice. VanSight is trademark of Synbiz Solutions Pvt Ltd. All other product and service names mentioned and associated logos displayed are the trademarks of their respective companies. Data contained in this document serves informational and educational purposes only. The information in this document is proprietary to Synbiz Solutions Pvt Ltd. This product contains training material for English or Soft Skills or Personality Development. Synbiz assumes no responsibility for errors or omissions in this document. Synbiz does not warrant the accuracy or completeness of the information, text, graphics, links, or other items contained within this material. This document is provided without a warranty of any kind, either express or implied, including but not limited to the implied warranties of merchantability, fitness for a particular purpose, or non-infringement.

The Situation : 

The Situation Here’s a situation you may have encountered if you work in a retail environment. A customer in a line up at the Cash register asks whether she can be served without waiting, Because she is either in a hurry, or feels that her small number of items somehow justifies moving ahead of people with many more items to be processed at the Check-out. Denying the request may incur the ire of the Customer requesting the “speed-up” while accommodating the request may alienate the people ahead of her in the line. What do you do? 3

Techniques Used : 

Techniques Used 4 Offering Choices Empowering

Dialogue : 

Dialogue 5 Four people are waiting in line at store. The first three people have full baskets while the fourth person has only three items. The customer with the fewest items gets your attention and asks if she can go first.

Dialogue : 

Dialogue 6 Customer: I’m in a real hurry and I only have a few items, so Can I go ahead of these people? Employee: Since these people have been waiting longer And might also be in a rush, it’s really up to them. If they don’t mind, I can take you first. Otherwise, the wait is only a few minutes. Customer: [to others in the line] does anyone mind if I go ahead of you?

Explanations : 

Explanations 7 The cashier could have made a judgment call in this situation and simply made the decision himself, but that would have put the cashier in the middle—really between a rock and a hard place. Instead, the employee turns the responsibility for the decision back to where it belongs—to the people who might be inconvenienced. He provides the opportunity for the customer in a hurry to ask the others, if she chooses to do so. Its then up to the other customers. Not only is that the fairest way to deal with this situation, but it also sends the message that the customers who have been waiting are important to the employee.

How to Diffuse the Situation : 

How to Diffuse the Situation 8 Notice that the cashier doesn’t volunteer to ask the other customers himself. He puts the onus (and the choice) to do so on the customer who wants to be served first. Another reason for doing it this way is that it helps the other customers see the employee as neutral on this issue. In situations like this, the employee needs to have a Unanimous “vote” in order to break with procedure. A majority vote is not enough to change the order/procedure.

How to Purchase & Download full Course from VanSight. : 

How to Purchase & Download full Course from VanSight. 9 Download Presentation from www.vansight.net