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Making Mad Glad

In the fast-paced world of retail, handling difficult customers is a crucial skill. This guide emphasizes the importance of the customer always being right and provides practical techniques for dealing with various challenging customer types, including disagreeable, impatient, and domineering clients. By following the C.O.N.T.R.O.L. method—Calm, Observe, Needs, Think, Reassuring, Opportunity, and Listen—workers can turn troublesome interactions into positive experiences. Through a relatable story of Derek's first day at work, we learn how to maintain composure and professionalism, even in tough situations.

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Making Mad Glad

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Presentation Transcript

  1. Making Mad Glad Jenna Schutte

  2. Stew’s Rules~ • 1 ) The customer is always right! • 2 ) If the customer is ever wrong, re-read rule #1!

  3. Types of customers~ DISAGREEABLE ; • Insulting: Rough and rude. • Argumentive: Look for problems. • Complaining: Are never happy. • Impatient: Don’t want to wait. • Leave-me-alone: Don’t want assistance, or advice. • Irritable/Moody: Happy one week, rude the next.

  4. Domineering/Superior • This customer wants to take control, and bark orders • Suspicious :Question the co-worker, always making sure • Dishonest : lies, or steals.

  5. When dealing with a customer you need.. • C – Calm: Keep your temper, or you could loose the customer • O – Observe: Always keep eye contact • N – Needs: Always do what the customer needs. • T – Think: The best way to handle the situation • R – Reassuring: The customer your on their side no matter what. • O – Opportunity: Find an opportunity to make things right. • L – Listen: to what the customer is trying to tell you.

  6. Story; • Intro: Domineering/Superior customers at Family Fresh checkout line. Making sure the worker does everything the way they want. • ( Derek's first day at working cash register at family fresh )

  7. Customer: “Make sure you bag those right. “ • Derek: “Yes ma’am.” • Customer: “don’t forget to put the eggs on top so they don’t smash!” • Derek: “of Corse ma’am, They’re already on top.” • Customer: “Count all the money correctly. I don’t want to take you to your manager. “ • Derek: “I counted exactly what you need to get back. • Customer: alright. “

  8. Closing.. • Even though Derek did the right thing, he kept calm with an annoying domineering customer. Instead of getting angry and the lady complaining to his manager.

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