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Making Mad Glad

Making Mad Glad. Jenna Schutte. Stew’s Rules~ . 1 ) The customer is always right! 2 ) If the customer is ever wrong, re-read rule #1!. Types of customers~ . DISAGREEABLE ; Insulting: Rough and rude. Argumentive: Look for problems. Complaining: Are never happy.

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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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