Customer ServiceBy: Shellby Jacobs

Types of Customers0 Argumentative: Customers who just look for problems.*Guideline- Asking simple, polite questions with options keeps mostsituations under smooth control.

0 Impatient: Customers who show verbally and nonverbally that they do not want to wait.*Guideline-Agreeing first on common points goes a long way inhandling situations with difficult customers.

0 Complaining: Customers that think nothing is right.*Guideline- Understand and respect what thecustomers are thinking. Your job is to help themovercome obstacles that prevent them from trustingyou and your company. Keep in mind, also, thatwhen you work for and represent a company, youare that company to your customer.

0 Insulting: Customers that are rough and rude.*Guideline-Go neutral. Serve customers promptly,and no emotionally. You’ll feel an energizing power.And power, properly used, is a good thing.

0 Domineering/Superior: Customers that think they know more than you.*Guideline-Let customers have their say. But in theend, make sure that the right thing is done.

0 Suspicious: Customers that ask a lot of questions.* Guideline- Explain and demonstrate goodservice as many times as you need to. Somecustomers just “get it” more slowly than others.

Types Of Customers Continued

0 Leave-me-alone: Customers do not want any assistance or advice. *Guideline-Patience works wonders. Never press customers forsales or decisions.

0 Irritable/Moody: Customers that are sometimes happy or sometimes crabby, never know their mood.*Guideline-Do your job well. Be consistent in your positive behavior.You’ll have a natural, calming effect on customers and fellowemployees.

0 Slow/Methodical: Customers that take their time.*Guideline-Be patient with customers whoneed it. Mirror their methodical behavior.Help them along by not overwhelming them.They’ll come around when they trust yourgood intentions.

0 Dishonest: Customers that are sneaky and don’t seem like they’re doing the right thing.*Guideline-Don’t jump to quick conclusions. If you say noand your assistant manager says to accept the return, you’lllook bad in front of the customer. Remember that compromisingand negotiating are part of normal procedure inserving customers.

Calm

Observe

Needs

Think

Reassuring

Opportunity

Listen

Customer Service Dialogue

0My dad works for a construction company. He pours cement. He ran into a Insulting Customer.

DialogueLynn: “Hi, I’ll be doing your cement around your pool. “Customer: “How long will it take?”Lynn: “I will take about two days”Customer: “How much will it be?”Lynn: “It will be $7,000”Customer: “WHAT?! I didn’t know it was going to be that much!”Lynn: “I’m sorry sir, that’s our price for what you want.”Customer: “Why is it that much? This is bull!” Lynn: “I’m sorry sir.”Customer: “Why is this company so dumb?”

Dialogue

Lynn: “That’s your option.”Customer: “I’m done here. I don’t want your company pouring my cement for my pool.” Lynn: “Okay sir that’s fine. Have a nice day.”Customer: “Bye.”