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Customer Dialog

Customer Dialog. Andrew Williams. Types of Customers. Argumentative Leave-me-alone Insulting Domineering/Superior Slow/Methodical Suspicious Dishonest Complaining Irritable/Moody Impatient. Argumentative Customers.

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Customer Dialog

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  1. Customer Dialog Andrew Williams

  2. Types of Customers • Argumentative • Leave-me-alone • Insulting • Domineering/Superior • Slow/Methodical • Suspicious • Dishonest • Complaining • Irritable/Moody • Impatient

  3. Argumentative Customers • Asking simple, polite questions will help keep most situations under control.

  4. Leave-me-alone • Be Patient, give them space

  5. Insulting • Be neutral, especially with your body language

  6. Domineering/Superior • Let them have their say, compliment them

  7. Slow/Methodical • Be sure not to overwhelm , give them space and simple choices

  8. Suspicious • Explain and demonstrate good service

  9. Dishonest • Don’t jump to quick conclusions or accusations

  10. Complaining • Respect their thoughts, listen actively

  11. Irritable/Moody • Be Positive

  12. Impatient • Agree first on common points

  13. The Type of Customer • The type of customer in my situation is an argumentative customer (Me). The day I got my permit my mom said we were going to use a drive through as this was my first time driving I was already very irritable and anxious so when the worker gave me the wrong order it pushed me over the edge.

  14. Pink: Worker taking my orderPurple: ME -“Hello, welcome to Arbys. May I take your order.” -“I will have 2 classic roast beef meals, and 2 medium fries.” -”I have 2 classic roast beef meals, and 2 medium fries. Is this correct?” -”Yes it is correct.” -“Okay, that will be $14.73. Please move to the next window.”

  15. Orange: WOrker that You pay -I drive to the next window and my mom hands me her credit card. -“That will be $14.68.” -I hand her the card and wait for her to give it back. -“Ok there you go, have a nice day.” She hands back the card -”Thank you” I drive to the next window

  16. Black: Person that gives you food. -“So that’s 2 classic roast beef meals, and 1 medium fries. -The attendant hands me my food -“Wait, I ordered two medium fries not one!.” -“I’m sorry. May I see the receipt please?” -I hand him the receipt -He checks the receipt and finds that I did order two medium fries and only received one.

  17. -“I apologize for that. We’ll get you another one right away.” -“Thank you.” -The attendant leaves and returns with two fries. -”Thank you for your patience. Here is and extra order for your trouble.” -”Thank you very much, have a nice day”

  18. C-alm O-bserve N-eeds T-hink R-eassuring O-pportunity L-isten Summary • I believe the attendant handled the situation very well although he didn’t exactly follow the guidelines he complimented me, didn’t jump to conclusions and even tried to make up for the mistake.

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