Download - Customer Service Dialog
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Savanna Nasgovitz
CUSTOMER SERVICE DIALOG
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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
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• 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
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CalmObserveNeedsThinkReassuringOpportunity Listen
CalmObserveNeedsThinkReassuringOpportunityListen
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ScenarioMy mom and I were going through the McDonald’s
drive-thru in Stillwater during the summer. The vehicle in
front of us…
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Worker: “Welcome to McDonalds, 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)
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Once worker had everything that they ordered added up and ready, the car simply drove away.
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ConclusionI 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.