Customer Service Dialog

2. Customer Service Dialog By: Jerry Rand

3. Types of customers • Augmentative • Insulting • Complaining • Irritable/moody • Impatient • Leave-Me-Alone • Suspicious • Dishonest • Domineering or superior • Slow methodical

4. How to handle these customers • Augmentative: Asking simple, polite questions with options keeps most • situations under smooth control. • Insulting: Go neutral. Serve customers promptly, • and non-emotionally. You’ll feel an energizing power. • And power, properly used, is a good thing. • Complaining: Understand and respect what the • customers are thinking. • Irritable/moody: Stay in their view • Impatient: Agreeing first on common points goes a long way in • handling situations with difficult customers.

5. How to handle these customers continued. • Leave-Me-Alone: Patience works wonders. Never press customers for • sales or decisions. • Suspicious: Explain and demonstrate good • service as many times as you need to. Some • customers just “get it” more slowly than others. • Dishonest: Don’t jump to quick conclusions. If you say no • and your assistant manager says to accept the return. • Domineering or superior: Accept their options and let them have their say. • Slow methodical: Be patient with customers who need it help them along by not overwhelming them.

6. The scene • I was at a Texas Roadhouse this weekend with my family where this older lady came in to have a steak and a salad. • Every thing went well until she got the steak. She ordered it medium rare more to the medium side. • Her salad came and she ate the whole thing then patiently waited for her steak to come. • When the steak came, she ate the outside corners then the waitress came to check in.

7. Dialog • Waitress: “How is every thing tasting ma’am?” • Lady: “Every thing is fine except for the steak.” • Waitress: “What’s wrong with the steak?” • Lady: “It wasn’t done enough it was really rare.” • Waitress: “Oh… Sorry ma’am would you like me to get you a new steak” • Lady: “No that’s okay, I don’t want another one, but could I get a discount?” • Waitress: “Yes you may, normally our cook gets the order just right, you just may have got the unlucky steak.” • Lady: “ Thank you.” • The waitress left with the meal then came back about five minutes later with the bill.

8. Dialog continued… • The waitress put the bill on the table and said, “ I will be back in a couple of minutes for the bill.” • The lady said, “Okay” • She came back collected the bill and said, “Have a nice night, sorry for the bad meal.” • Lady said, “It’s okay he has he tough moments.”

9. Conclusion • I think this lady was a dishonest customer because of she asked for the discount and she tried to hide it with her other words. • I think that the waitress handled it right by the words she said and how calm she was.

10. Citations • Making Mad Glad • www.texasemploymentlawblog.com (for picture) • www.foodlve.com (for picture)