Savanna Nasgovitz

CUSTOMER SERVICE DIALOG

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

CalmObserveNeedsThinkReassuringOpportunity Listen

CalmObserveNeedsThinkReassuringOpportunityListen

ScenarioMy mom and I were going through the McDonald’s

drive-thru in Stillwater during the summer. The vehicle in

front of us…

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)

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

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.