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Customer Dialog

Customer Dialog. Cole Harty. Types of Customers. Argumentative Leave-me-alone Insulting Domineering/Superior Slow/Methodical Suspicious Dishonest Complaining Irritable/Moody Impatient. Argumentative Customers. Ask simple, polite questions with options. Keep most

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Customer Dialog

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  1. Customer Dialog Cole Harty

  2. Types of Customers • Argumentative • Leave-me-alone • Insulting • Domineering/Superior • Slow/Methodical • Suspicious • Dishonest • Complaining • Irritable/Moody • Impatient

  3. Argumentative Customers • Ask simple, polite questions with options. Keep most situations under smooth control.

  4. Leave-me-alone • Be Patient, give them space

  5. Insulting • Be neutral, especially with your body language

  6. Domineering/Superior • Let them have their say, compliment them

  7. Slow/Methodical • Be sure not to overwhelm , give them space and simple choices

  8. Suspicious • Explain and demonstrate good service

  9. Dishonest • Don’t jump to quick conclusions or accusations

  10. Complaining • Respect their thoughts, listen actively

  11. Irritable/Moody • Be Positive

  12. Impatient • Agree first on common points

  13. The Type of Customer • The type of customer in my situation is an argumentative customer. The customer argues that the worker got his order wrong at the drive through.

  14. Blue: Worker taking my orderGreen: Me -“Hello, welcome to McDonalds. May I take your order.” -“I will have two McDoubles, three chocolate shakes, and two vanilla shakes.” -“Okay, that will be $8.68. Please pull up to the first window.”

  15. Purple: Lady that takes the cash -*I pull up to the first window.* -“$8.68.” -*I hand her the money and pull to the next window.*

  16. -“So that’s two McDoubles, three chocolate shakes, and one vanilla shake. -“Wait, I ordered two vanilla shakes.” -“I’m sorry. Can I see the receipt?” -*He checks the receipt and finds that I did indeed order two vanilla shakes.*

  17. -“I apologize for that. We’ll get you another one right away.” -“Thank you.”

  18. Our Guideline C-alm O-bserve N-eeds T-hink R-eassuring O-pportunity L-isten • From “Making Mad Glad” I have learned that when there is an argumentative customer you need to ask simple, polite questions with options keeps most situations under smooth control.

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