Customer Dialog
In customer service, understanding and effectively handling various customer types is crucial. This guide focuses on challenging customer behaviors such as argumentative, leave-me-alone, insulting, and more. It offers practical strategies like asking simple questions, providing space, and maintaining a neutral demeanor for effective communication. By respecting their thoughts, listening actively, and finding common ground, you can transform frustrating interactions into positive experiences. Implement these techniques to foster better relationships and ensure customer satisfaction.
Customer Dialog
E N D
Presentation Transcript
Customer Dialog Cole Harty
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.
Blue: Worker taking my orderGreen: Me -“Hello, welcome to McDonalds. May I take your order.” -“I will have two McDoubles, three chocolate shakes, and two vanilla shakes.” -“Okay, that will be $8.68. Please pull up to the first window.”
Purple: Lady that takes the cash -*I pull up to the first window.* -“$8.68.” -*I hand her the money and pull to the next window.*
-“So that’s two McDoubles, three chocolate shakes, and one vanilla shake. -“Wait, I ordered two vanilla shakes.” -“I’m sorry. Can I see the receipt?” -*He checks the receipt and finds that I did indeed order two vanilla shakes.*
-“I apologize for that. We’ll get you another one right away.” -“Thank you.”
Our Guideline C-alm O-bserve N-eeds T-hink R-eassuring O-pportunity L-isten • From “Making Mad Glad” I have learned that when there is an argumentative customer you need to ask simple, polite questions with options keeps most situations under smooth control.
