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Customer Service

Customer Service . By: Brittney Croes. Types of Customers. Argumentative: C ustomers that are just looking for a problem. Impatient: C ustomers who show verbally and nonverbally that they do not want to wait. Complaining: Customers that think nothing is right.

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Customer Service

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  1. Customer Service By: Brittney Croes

  2. Types of Customers • Argumentative: Customers that are just looking for a problem. • Impatient: Customers who show verbally and nonverbally that they do not want to wait. • Complaining: Customers that think nothing is right. • Insulting: Customers that are rough and rude. • Domineering/Superior: Customers that think they know more than you. • Suspicious:Customers that ask a lot of questions. • Leave-me-alone: customers that do not want any assistance or advice. • Irritable/Moody: Customers that are sometime happy or sometimes crabby, never know their mood. • Slow/Methodical: Customer that take their time. • Dishonest: Customers that are sneaky and don’t seem like they’re doing the right thing.

  3. Calm Observe Needs Think Reassuring Opportunity Listen

  4. Guide Lines • How to deal with a argumentative customer is by asking simple polite questions. • How to deal with an insulting customer is to reassure them that they won’t have to wait. • How to deal with a complaining customer is to understand/respect what the customer is thinking.

  5. Customer Service Dialogue • My sister works at Subway and she has told me stories about argumentative, complaining, and insulting customers. Most of her customers that she runs into that have problems are argumentative customers.

  6. Dialogue Kaitlin: “Hi, welcome to Subway. ” Customer: “Hi. I want a Spicy Italian on wheat.” Kaitlin: “Okay, do you want that to be a foot long or a six inch?” Customer: “I already told you that I want a foot long.” Kaitlin: “Okay.. What else would you like on that?” Customer: “I want everything with olives.” Kaitlin: *starts to put the vegetables on the sub* Customer: “NO NONO! I TOLD YOU THAT I DIDN’T WANT OLIVES! YOU BETTER TAKE EVERY SINGLE OLIVE OFF!”

  7. Dialogue continued Kaitlin: *starts to take all of the olives off* Customer: “You better take that green thing off!” Kaitlin: “What green thing? The lettuce, the green pepper, the spinach?” Customer: “I want that green thing right there off.” *points at a tomato with green on it* Kaitlin: *takes tomato off and puts it back in the tomato bin* Customer: “Why are you putting that back in there? You better throw that tomato away right now!” Kaitlin: *throws tomato away*

  8. Dialogue continued Kaitlin: “Okay, is there anything else you want on there?” Customer: “Just put mayo on there I’m done with you here.” Kaitlin: *puts mayo on there and rings up the sub* Kaitlin: “Okay here you go have a good day. ” Customer: “Bye.”

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