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Customer Dialog 2

Customer Dialog 2. Andrew Williams. Types of Customers Intro Situation Summary. Suspicious Explain and demonstrate good service Dishonest Don’t jump to quick conclusions or accusations Complaining Respect their thoughts, listen actively Irritable/Moody Be Positive Impatient

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Customer Dialog 2

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  1. Customer Dialog 2 Andrew Williams • Types of Customers • Intro • Situation • Summary

  2. Suspicious • Explain and demonstrate good service • Dishonest • Don’t jump to quick conclusions or accusations • Complaining • Respect their thoughts, listen actively • Irritable/Moody • Be Positive • Impatient • Agree first on common points Argumentative • Asking simple, polite questions will help keep most situations under control. Leave-me-alone • Be Patient, give them space Insulting • Be neutral, especially with your body language Domineering/Superior • Let them have their say, compliment them Slow/Methodical • Be sure not to overwhelm , give them space and simple choices . Types of Customers

  3. The type of customer in my situation is an irritable/moody customer. Me and my dad were in Home Depot and the customer in front of us was very irritated. He was irritated because there were no employees in the appliance department when he was there earlier today.This is what we heard. The Type of Customer and Introduction

  4. -“Hellosir did you find everything you were looking for today?” -“NO NOT AT ALL! WHY WHEN I WAS IN HERE EARLIER TODAY THERE WAS NOBODY BY THE APPLIANCES BUT THERE WERE AT LEAST 8 PEOPLE UP HERE BY THE REGISTERS WHEN I WALKED OUT?!?!?!?!?! .” -”I’m sorry sir you were inconvenienced bu-” -”INCONVENIENCED!?!?! I WAS MORE THAN INCONVENIENCED! OVER HALF N’ HOUR OF MY TIME WAS WASTED BY YOU PEOPLE!” -”Sir I-” Blue: CashierPurple: ANRGY Customer

  5. -”IM NEVER COMING HERE AGAIN! I’M GOING TO FILE A COMPLAINT”. -“Sir if you woul-” -”I WANT YOUR MANAGER! RIGHT NOW!” -“Ok sir let me call hi- oh wait here he comes.” -”Hello sir what seems to be the problem?” MANAGER: RED

  6. -”I WAS HERE EARLIER AND WAITED 30 MINUTES FOR SOMEONE TO HELP ME BUT NO ONE CAME!” -”I am sorry for your time being wasted sir I will take the appropriate actions to make sure this doesn't happen again. In the mean time could I offer you a 15% discount on your current purchase?” -”YOU BETTER GIVE ME A DISCOUNT AFTER THIS!” -”Again sir sorry for your time. Will that be all?” -” YES!” He grabs his bag and storms off out of the store.

  7. C-alm O-bserve N-eeds T-hink R-eassuring O-pportunity L-isten • I believe the cashier and the manager handled the situation very well although he didn’t exactly follow the guidelines. He asked the customer very simple questions, listened to him intently, promised to make sure it wouldn’t happen again, and he tried to try and make it up to him by offering him a discount on his purchase. Summary

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