CUSTOMER SERVICE DIALOG Savanna Nasgovitz Types of Customers

CUSTOMER SERVICE DIALOG Savanna Nasgovitz

Types of Customers • Argumentative: Questions and disagrees, always looking for errors or mistakes • Complaining: Everything is incorrect; No matter what the employee does they think it’s wrong • Irritable/Moody: Unpredictable; One day smiling and happy then quick and snappy • Insulting: Rude, Loud, Rough, always ready to take advantage of a situation • Impatient: Expect immediate service without regard • Leave-Me-Alone: Prefer to make their own decisions • Domineering/Superior: Overbearing, Talkative, Pushy, Think they are always right • Suspicious: Doubt everything, Insecure, Wants facts or proof • Slow/Methodical: Silent, Shy, And Indecisive • Dishonest: Take advantage of getting away with deals

• Argumentative: Use merchandise knowledge, Do not push a decision, Give logical explanations • Complaining: Listen, Stress Product Knowledge, Let them feel they have made the decision • Irritable/Moody: Do not argue, Practice empathy, consideration, Listen • Insulting: Do not be offended by this customer, Quiet dignity is needed by a salesperson • Impatient: Acknowledge that they need help, Calm them down, Get them in and out quickly • Leave-Me-Alone: Do not pressure customer, Inform customer that you will be near if they need help • Domineering/Superior: Let customer’s opinion stand, if acceptable, Don’t argue with customer • Suspicious: Explain & demonstrate good service as many times as needed • Slow/Methodical: Easy to handle but take lots of time • Dishonest: Don’t jump to quick conclusions

CCalm O bserve Observe N eeds Needs TThink RReassuring O pportunity Opportunity LListen

Scenario My mom and I were going through the Mc. Donald’s drive-thru in Stillwater during the summer. The vehicle in front of us…

Worker: “Welcome to Mc. Donalds, how may I help you? ” Customer: “I would like four ice waters. ” Worker: “I’m sorry, you must make a purchase before I can provide you ice water. ” Customer: “Are you kidding me!? You people are dumb! Fine, I’ll order! I would like…. ” (He proceeded to order a continuous list of things adding up cost wise)

Once worker had everything that they ordered added up and ready, the car simply drove away.

Conclusion I believe that the person in the car was an insulting customer. They were just rude and acted inappropriately towards an innocent employee. Irritable/Moody would also fit because of his unpredictable mood. As the worker you wouldn’t have much say in the situation. Although I think the way she approached them with her words during ordering was mature.