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

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Customer Dialog

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Customer dialog

Customer Dialog

Andrew Williams


Types of customers

Types of Customers

  • Argumentative

  • Leave-me-alone

  • Insulting

  • Domineering/Superior

  • Slow/Methodical

  • Suspicious

  • Dishonest

  • Complaining

  • Irritable/Moody

  • Impatient


Argumentative customers

Argumentative Customers

  • Ask simple, polite questions with options. Keep most

    situations under smooth control.


Leave me alone

Leave-me-alone

  • Be Patient, give them space


Insulting

Insulting

  • Be neutral, especially with your body language


Domineering superior

Domineering/Superior

  • Let them have their say, compliment them


Slow methodical

Slow/Methodical

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


Suspicious

Suspicious

  • Explain and demonstrate good service


Dishonest

Dishonest

  • Don’t jump to quick conclusions or accusations


Complaining

Complaining

  • Respect their thoughts, listen actively


Irritable moody

Irritable/Moody

  • Be Positive


Impatient

Impatient

  • Agree first on common points


The type of customer

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 order purple me

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

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

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.*


Customer dialog

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

-“Thank you.”


Our guideline

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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