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Customer Dialog

Customer Dialog. Liz Jacobson. Difficult Customer Types. Argumentative Impatient Leave-me-alone Irritable/moody Insulting Complaining Domineering/Superior Suspicious Slow/Methodical Dishonest Next. Argumentative Guideline. Ask simple, polite questions Back. Impatient Guideline.

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Customer Dialog

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  1. Customer Dialog Liz Jacobson

  2. Difficult Customer Types • Argumentative • Impatient • Leave-me-alone • Irritable/moody • Insulting • Complaining • Domineering/Superior • Suspicious • Slow/Methodical • Dishonest Next

  3. Argumentative Guideline • Ask simple, polite questions Back

  4. Impatient Guideline • Agree first on common points Back

  5. Leave-me-alone Guideline • Be patent, give them space Back

  6. Insulting Guideline • Be neutral, especially with your body language Back

  7. Complaining Guideline • Respect their thoughts, listen actively Back

  8. Domineering/Superior Guideline • Let them have their say, compliment them Back

  9. Suspicious Guideline • Explain and demonstrate good service Back

  10. Slow/Methodical Guideline • Be sure not to overwhelm them, give them space and simply choices Back

  11. Dishonest Guideline • Don’t be too quick to jump to conclusions, or accusations Back

  12. Background Knowledge • This is my own made up scenario that is between a slow customer and a busy business man on a tight time schedule in line behind her to get some coffee at Starbucks. You will play the roll of the Starbucks employee and handle the situation. • Business Man: Busy man on a tight time schedule • Slow Customer: Indecisive and slow Note: Impatient customers are best dealt with by agreeing first on common points.

  13. Customer Dialog • You: “Good morning! What could I get for you today miss?” • Slow Customer: “Hello. I can’t decide on what I want quite yet.” • Business Man: (sighs and repeatedly checks his watch) “Ugh…” • You: “We have some great new lattes, iced drinks, and Frappuccino's” • Slow Customer: “I love lattes and that’s what I normally get every time but I’ve never had a Frappuccino before.”

  14. Customer Dialog • Business Man: (Now tapping his foot) “Can we please hurry this along I have a 7:00 meeting.” • You: “I’m sorry for the wait sir, I understand you are in a hurry and I will do my best to get you your coffee as fast as possible.” • Slow Customer: “I’m sorry I’m so slow. I’m not a morning person, I’ll take a latte again please.” • You: “Sounds perfect.”

  15. Customer Dialog • Business Man: “Finally! I’ve waited 20 minutes already!” • You: “I’m very sorry about that sir, I am just doing my job. I know what it’s like to be in a hurry and I am going as fast as I can. Each customer is very important and we like to take the time to make the perfect coffee for each one.” • Business Man: “I appreciate that.” • You: “Thank you for your patience and have a great day.”

  16. Conclusion • I believe by staying calm and controlled this situation was handled correctly. Being polite and understanding that the customer was in a hurry is important to keep in mind. Rushing through your work could upset the customer even more so by working as fast as you can and still get the job done well is the best way to go.

  17. The End!

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