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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

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.*



Our guideline
Our Guideline away.”

  • 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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