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Customer Service

Customer Service

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Customer Service

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  1. Customer Service AbbieRivard

  2. Types of Customers: • Argumentative: look for problems and argue about it. • Impatient:customers who show verbally and nonverbally that they do not want to wait. • Leave-Me-Alone: do not want any assistance or advice. • Irritable/Moody: sometimes are happy sometimes crabby/ never know their mood. • Insulting: customers are rough and rude. • Complaining: nothing seems right for them/nothing makes them happy. • Domineering/Superior: like to take control. • Suspicious: not sure if things are right, because of a previous experience. • Slow/Methodical: keep quiet and take their time. • Dishonest: sneaky and don’t seem like they are doing the right thing.

  3. How to handle the customer • Argumentative:Ask simple, polite questions • Impatient: Agree first on common points • Leave-me-alone: Be Patient, give them space • Irritable/Moody: Be positive • Insulting: Be neutral, especially with your body language • Complaining: Respect their thoughts, listen actively • Domineering/Superior: Let them have their say, compliment them • Suspicious: Explain and demonstrate good service • Slow/Methodical: Be sure not to overwhelm, give them space and simply choices • Dishonest: Don’t jump to quick conclusions or accusations

  4. C-O-N-T-R-O-L • Calm-don’t loose your temper and talk slowly and make sure you have calm body language. • Observe-Watch your customer closely and make eye contact. • Needs- make sure the outcome is what they expect and the guidelines of the store is met. • Think- think about what the best way is to handle the situation. • Reassuring-the customer wants the know things will be alright. Let them know you can solve things. • Opportunity- think of every problem as an opportunity to show how well you can handle difficult situations. • Listen- when you listen you have an inner voice to help you out.

  5. Example 1: On a busy Friday night, there was a long waiting list with a line outside the front door. A large group had made a reservation for 8:00 p.m., and at the time there were no available tables for them to be seated at. The woman in charge was irritating and demanding and from her body language she was getting more and more upset. Chris offered the group a beverage while they waited, and that appeased everyone except her, even though she accepted the beverage. Chris then helped clean and rearranged tables to make sure they were okay. It took an additional 30 minutes before he could finally seat them. Everyone except for her was happy with the efforts to get them a table and the dinning experience. As they left Chris thanked everyone of them and they had said the same excepted for her.

  6. Example 2: • This summer I was working at a concert, and Kendrah and myself were parking handicap people. The first few people were friendly gave a smile and a wave but as the day went on they got a little bit crabby and demanding. • The man rolls down his window and asks, “ Where should I park?” • Me: “Hello Sir, there is a parking spot right over by the fence right next to that grey car.” • Customer: “ I can’t park there. It is not level ground.” • Me: “ Would it be easier if we put you closer to the road?”

  7. Customer: “ NO. You don’t understand. I can’t park over there because I have a ramp that comes out of my van that my wheel chair has to come down.” • Me: “Sorry Sir, I will ask Jerry(the man in charge) if it is alright if you just park on the side of the road. Would that be better?” • Customer: “Yes.” • We waited awhile until Jerry drove past and we waved him down. • Me: “Jerry, would it be alright if this man parked on the side of the road near the entrance? He has a ramp that will need to be on flat ground.” • Jerry: “Hello there. Could we try parking your van on the side across the entrance where there is flat grass?”

  8. Customer: “NO. You don’t get it. Do I need to demonstrate it for you two?” • Jerry: “ No. We can park you right next to the entrance sorry for the unavailable parking space.” • Customer: “Thank you.” • Me: “Hope you enjoy the concert!”

  9. Summary • Making sure you have satisfied customers takes a lot of skills and guidelines. You must always be friendly no matter what and take time to make sure you are handling the situation correctly. Don’t assume a customer is satisfied, always make there visit pleasant and they would like to come back again. In the future I will use all the tips I have learned and hopefully make there visits just as good as I would want mine to be.