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Difficult Customers

Difficult Customers. By Drew Pasno. How to Deal With Difficult Customers. There will always be difficult customers Depending on what kind of customer you are dealing with you will have to use different strategies to win them over

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Difficult Customers

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  1. Difficult Customers By Drew Pasno

  2. How to Deal With Difficult Customers • There will always be difficult customers • Depending on what kind of customer you are dealing with you will have to use different strategies to win them over • If you use C.O.N.T.R.O.L. you will most likely please the customer and get repeat business.

  3. Types of Customers • There are several different types of customers • There is the superior/domineering • Argumentative • Insulting • Impatient • Moody • Complaining • Dishonest

  4. Customer Service • Customer service is a huge part of the restaurant business. If you are disrespectful to the customer then they won’t want to return to that restaurant and eat. If I didn’t treat all customers respect then they would not want to eat at Sportsman’s. No matter the customer always treat them with respect. Don’t let one difficult customer ruin your day.

  5. Customer Dialogue • A busy day at Sportsman’s Bar and Grill. A difficult customer, named Liz is making myself and my co-worker Dylan do things we don’t normally do. • Liz-”Excuse me sir, could you please get a busboy to wipe this table please, it still has crumbs on it?” • Dylan-”I’ll have him do it right away.” • I walk over and wipe down the table • Liz-”I can still see stuff on the table, can you wipe it down again?” • Me-”Yes I can.” • Liz-”Can you get us our drinks? The waiter forgot. We ordered two coffees, with cream and sugar.”

  6. Customer Dialogue (Contd.) • Me-”Yes I can Liz.” • I return with the coffee, cream and sugar. • Dylan returns and tells me to go and take care of a dirty table. • Dylan-”Sorry, we are very busy this morning. So, what would you like to order?’’ • Liz-”I have to think about it. Can you come back in a little bit?” • Dylan-”Sure.” • I go back over by Liz to clean a dirty table by her. • Liz-”Hey, can we substitute fries for hash browns? I’m ready to order now can you take my order?”

  7. Customer Dialogue (Contd.) • Me-”I’m sorry, I don’t know if you can substitute fries for hash browns, and I can’t take your order. If you wait though Dylan will be with you right away.” • Liz-”Okay thank you for helping me out.” • Me-”Your welcome Liz.” • I start to clean Liz’s table as she is leaving • Me-”Thank you Liz, have a nice day.” • Liz-”Thank you, I will now that I had a wonderful time at Sporty’s.”

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