CUSTOMER DIALOG By: Jorja Kumlin

DIFFERENT TYPES OF DIFFICULT CUSTOMERS Argumentative: Customers who seem to look

for problems. Impatient: Customers who show verbally and

nonverbally that they do not want to wait. Leave-Me-Alone: Customers that do not want

any assistance or advice. Irritable/Moody: Customers who are happy

one second and mad the other.

DIFFERENT TYPES OF DIFFICULT CUSTOMERS (CONTINUED) Insulting: Customers who make fun of others

to make them feel better about their self Complaining: Customers who are never fully

satisfied. Domineering/Superior: Suspicious: They ask questions all the time. Slow/Methodical: Customers who don’t like to

make fast decisions Dishonest: They don’t tell the truth.

HOW TO HANDLE DIFFICULT CUSTOMERS Argumentative: Ask simple, polite questions Impatient: Agree first on common points Leave-Me-Alone: Be Patient, give them space Irritable/Moody: Be positive Insulting: Be neutral, especially with your

body language

HOW TO HANDLE DIFFICULT CUSTOMERS (CONTINUED) Complaining: Respect their thoughts, listen

actively Domineering/Superior: Let them have their

say, compliment them Suspicious: Explain and demonstrate good

service Slow/Methodical: Be sure not to overwhelm,

give them space and simply choices Dishonest: Don’t jump to quick conclusions or

accusations

WORDLE

DIALOGUE My mom use to be the manager of Champs. Customer: Hi, I was waiting for my food for

awhile and finally when I got it, it was cold and didn’t taste as good.

Mom: I’m sorry, do you want me to bring it back and get it heated up?

Customer: But what if it still tastes bad?

DIALOGUE (CONTINUED) Mom: If it still doesn’t taste right when we

heat it up then we can make you something else.

Customer: But I don’t want to pay full price for something I don’t like or had to be taken back.

Mom: We will give you half off for your meal.

Customer: Thank you.

Mom: Again I’m sorry for the inconvenience.

The customer my mom had to deal with was an argumentative customer.

CITATIONS http://

www.proactivecommunications.com/wp-content/uploads/2012/04/reputation-management-wordle-460x250.jpg

http://www.msvu.ca/site/media/msvu/wordle.png

http://amamilwaukee.org/wp-content/uploads/2012/10/diverse_business_man_and_woman_40435468.jpg

http://ceveritt.com/wp-content/uploads/Tips-For-Achieving-Success-In-Business.jpg

http://blog.rocketlawyer.com/wp-content/uploads/2011/01/Business_haandslag_sh_lille.jpg