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Types of customers

Types of customers. By: Mac Lomnes. TYPES OF CUSTOMERS. Disagreeable customers-Guideline—Asking simple, polite questions with options keeps most situations under smooth control.

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Types of customers

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  1. Types of customers By: Mac Lomnes

  2. TYPES OF CUSTOMERS • Disagreeable customers-Guideline—Asking simple, polite questions with options keeps most situations under smooth control. • Domineering/ superior customers-Guideline—Let customers have their say. But in the end, make sure that the right thing is done. • Suspicious customers-Guideline—Explain and demonstrate good service as many times as you need to. Some customers just “get it” more slowly than others • Slow/ methodical customers-Guideline—Be patient with customers who need it. Mirror their methodical behavior. Help them along by not overwhelming them. They’ll come around when they trust your good intentions.

  3. Types of customers • Dishonest customers-Guideline—Don’t jump to quick conclusions. If you say no and your assistant manager says to accept the return, you’ll look bad in front of the customer. Remember that com- promising and negotiating are part of normal procedure in serving customers. • Impatient customers-Guideline—Agreeing first on common points goes a long way in handling situations with difficult customers. • Leave me alone customers-Guideline—Patience works wonders. Never press customers for sales or decisions. • Irritable/moody-Guideline—Do your job well. Be consistent in your positive behavior. You’ll have a natural, calming effect on customers and fellow employees. • Complaining customers-Guideline—Understand and respect what the customers are thinking. Your job is to help them overcome obstacles that prevent them from trust- ing you and your company. Keep in mind, also, that when you work for and represent a company, you are that company to your customer. • Insulting customers-Guideline—Go neutral. Serve customers promptly, and nonemotionally. You’ll feel an energizing power. And power, properly used, is a good thing.

  4. control • C Calm. If you lose your temper, you may very well lose the sale, the customer, and your job! Speak slowly and steadily. Make sure your body language conveys a calm message as well. Rolling your eyes or sighing won’t help anything. • O Observe. Watch your customer closely and make eye contact. What message is s/he trying to send you? • N Needs. What outcome does the customer want in this situation? What does s/he need? The chances are usually good that the solution your customer desires is within your company’s guidelines. • T Think. What is the best way to handle this situation so that everyone involved feels like a winner? If you think about it, you may discover you already know the answer. • R Reassuring. Difficult customers want to know that their problem is going to be solved. Reassure them by letting them know that you’re on their side and are there to ease their concerns. • O Opportunity. Don’t think of problems as problems—think of them as “golden, unresolved opportunities.” Each and every difficult customer presents you with a wonderful op- portunity. Customers whose problems are effectively solved become even better customers—that’s a financial fact. It’s also an opportunity to show your supervisor just how valu- able you are. Handling sticky situations is no small task. It’s an opportunity, too, to sharpen your practical life skills, which you’ll use in numerous situations throughout your life. • L Listen. Hearing and listening are not the same thing. Listening is a skill. It’s hard work to focus completely on what another person is trying to communicate to you. But, you can do it if you try. So, listen to those difficult customers, and listen to yourself as well. You have an inner voice that tells you what to do and what not to do. In most situations, this voice can help you make the right decision.

  5. dialogue • This happens at work a lot: • Roger: “Hello welcome to rivers edge.” • Customer: “Hi, I have a coupon for a free tube rental.” • Roger: “can I see that please.” • Customer: “sure” • Roger: “I’m sorry sir, but this coupon is for the hideaway.” • Customer: “ so…?” • Roger: “so we do not take these, but if you want I can rent you one of ours.” • Customer: “well if you do not take this than I will just go to the hideaway.” • Roger: “ okay, thanks than.”

  6. Type of customer • This was an irritable customer

  7. The end

  8. citations • Google • Make mad glad

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