Customer Service

Customer ServiceHunter Hartwick

Dialog The customer is a argumentative customer

My dad and I were at a restaurant and there were these people next to us that didn’t appreciate the service there…

Dialog“Hi, may I take your

order.”“I would like a cheese

pizza.”“Is that all?”“Yes”20 minutes later…“I ordered a pizza 20

minutes ago and still haven’t gotten it. I’m just wondering when it will come out.”

“Let me go check with the chef.”“The chef said that he hasn’t got that order, can take your order again?”“Yes, I order one cheese pizza!”“I will go and tell the chef it, I’m sorry about that.”

Dialog30 minutes later…“I now ordered a pizza 50 minutes ago! And

STILL haven’t gotten it!”“I’m so sorry, I must of missed it. Would you

like to get another one for a discount?”“No! I’m done! I’m never coming here ever

again!! Good bye!”

SolutionThe waiter offered him a discount.He stayed calmBut the waiter lost the order.The waiter stayed neutral.

Type of Customers Disagreeable CustomersDomineering/Superior CustomersSuspicious CustomersSlow/Methodical CustomersDishonest CustomersComplaining

How to Deal with Disagreeable CustomersArgumentative:

Asking simple, polite questions with options keeps most situations under smooth control.

Impatient: Agreeing first on common points goes a long way in handling situations with difficult customers.

Leave-me-alone: Patience works wonders. Never press customers for sales or decisions.

Irritable/Moody: Do your job well. Be consistent in your positive behavior. You’ll have a natural, calming effect on customers and fellow employees.

Insulting: Go neutral. Serve customers promptly, and non-emotionally. You’ll feel an energizing power. And power, properly used, is a good thing.

How to Deal with Domineering/Superior Customers

Let customers have their say. But in the end, make sure that the right thing is done.

How to Deal with Suspicious Customers Explain and demonstrate good service as

many times as you need to. Some customers just “get it” more slowly than others.

How to Deal with Complaining CustomersUnderstand and respect what the customers

are thinking. Your job is to help them overcome obstacles that prevent them from trusting you and your company. Keep in mind, also, that when you work for and represent a company, you are that company to your customer.

How to Deal with Dishonest CustomersDon’t jump to quick conclusions. If you say no

and your assistant manager says to accept the return, you’ll look bad in front of the customer. Remember that compromising and negotiating are part of normal procedure in serving customers.

How to Deal with Slow/Methodical Customers

Be patient with customers who need it. Mirror their methodical behavior. Help them along by not overwhelming them. They’ll come around when they trust your good intentions.