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Customer Service

In customer service, understanding the various types of customers is crucial for effective interaction. This guide covers approaches to handling challenging customers such as the complaining, impatient, dishonest, and argumentative individuals. Key strategies include agreeing on common points, providing reassurance, and maintaining patience. It's essential to listen actively and demonstrate good service consistently, even in tough situations. The experience of dealing with a complaining and impatient customer at a busy pizza place illustrates these techniques in action, showcasing the importance of professionalism and calmness in customer service.

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Customer Service

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  1. Customer Service By: Megan Peterson

  2. Different Types of CustomersControl Complaining Dishonest Argumentative Leave-Me-Alone Insulting Impatient Irritable/Moody Domineering Suspicious Calm Observe Needs Think Reassuring Opportunity Listen

  3. Customers • Impatient Agreeing first on common points goes a long way in handling situations with difficult customers. • Irritable/Moody Do your job well. Be consistent in your positive behavior. You’ll have a natural, calming effect on customers and fellow employees. • Domineering Let customers have their say. But in the end, make sure that the right thing is done. • Suspicious Explain and demonstrate good service as many times as you need to.

  4. Customers • Complaining Understand and respect what the customers are thinking. • Dishonest Don’t jump to quick conclusions. • Argumentative Asking simple, polite questions with options keeps most situations under smooth control. • Leave-Me-Alone Patience works wonders. Never press customers for sales or decisions. • Insulting Go neutral.

  5. Papa Murphy's Pizza • This person was waiting in line to order pizza on a Saturday night. • She gets up to order and she pays. • Employee: “Thank you, it will be ready in about 20 minutes.” • Customer: “20 minutes? It’s a take and bake pizza there shouldn’t be a long wait.”

  6. Employee: “Sorry ma’am it’s a Saturday night and a lot of people ordering pizza.” • Customer: “You should of told me before I paid! I don’t want to wait.” • Employee: “Sorry, My co-worker told everybody it is a 20 minute wait before you came up to order.” • Customer: “I want a refund.” So the employee gave her a refund while she could have been making the pizza so she could get her pizza.

  7. Type of Customer • Complaining and Impatient customer. • The employee did a good job showing how to work with this type of customer, by not getting mad. She did the right thing and tried to make the line go faster by not arguing much to take up time to make the pizzas. • With a complaining and impatient customer you have to agree and assuring them they are trying to get to it.

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