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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. Ask simple, polite questions with options. Keep most

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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 • Ask simple, polite questions with options. Keep most situations under smooth 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. The customer argues that the worker got his order wrong at the drive through.

  14. 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.”

  15. 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.*

  16. 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.*

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

  18. 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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