Customer dialog
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Customer Dialog PowerPoint PPT Presentation


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Customer Dialog. Andrew Williams. Types of Customers. Argumentative Leave-me-alone Insulting Domineering/Superior Slow/Methodical Suspicious Dishonest Complaining Irritable/Moody Impatient. Argumentative Customers. Ask simple, polite questions with options. Keep most

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Customer Dialog

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Customer Dialog

Andrew Williams


Types of Customers

  • Argumentative

  • Leave-me-alone

  • Insulting

  • Domineering/Superior

  • Slow/Methodical

  • Suspicious

  • Dishonest

  • Complaining

  • Irritable/Moody

  • Impatient


Argumentative Customers

  • Ask simple, polite questions with options. Keep most

    situations under smooth control.


Leave-me-alone

  • Be Patient, give them space


Insulting

  • Be neutral, especially with your body language


Domineering/Superior

  • Let them have their say, compliment them


Slow/Methodical

  • Be sure not to overwhelm , give them space and simple choices


Suspicious

  • Explain and demonstrate good service


Dishonest

  • Don’t jump to quick conclusions or accusations


Complaining

  • Respect their thoughts, listen actively


Irritable/Moody

  • Be Positive


Impatient

  • Agree first on common points


The Type of Customer

  • The type of customer in my situation is an argumentative customer. The customer argues that the worker got his order wrong at the drive through.


Pink: Worker taking my orderPurple: ME

-“Hello, welcome to Arbys. May I take your order.”

-“I will have 3 chocolate shakes,2 classic roast beefs, and 2 medium fries.”

-“Okay, that will be $14.68. Please pull up to the first window.”


Orange: Lady that You pay

-*I pull up to the first window and take out my walet.*

-“$14.68.”

-*I hand her the money and pull to the next window.*


Black: Person that gives you food.

-“So that’s 2 classic roast beefs, 2 chocolate shakes, and 1 medium fries.

-“Wait, I ordered two medium fries.”

-“I’m sorry. Can I see the receipt?”

-*He checks the receipt and finds that I did indeed order two medium fries.*


-“I apologize for that. We’ll get you another one right away.”

-“Thank you.”


Our Guideline

  • From “Making Mad Glad” I have learned that when there is an argumentative customer you need to ask simple, polite questions to help keep the situation under control.

C-alm

O-bserve

N-eeds

T-hink

R-eassuring

O-pportunity

L-isten


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