Customer Service Dialogue By:Kaylin Gamache

The Difficult Customer A customer comes in to sunsets (were my mom works.) and he comes in every month and says it is his birthday so he can receive free ice cream.

Type of difficult customer This guy is a dishonest customer The guideline for a dishonest customer is to not jump to any quick conclusions.

Dialogue Let’s act it out Kaylin- Waitress Difficult customer- Cameron Difficult customer: ”Hello I am here to eat because it is my birthday; it is true that on your birthday you get free ice cream, right?” Waitress: “Yes, happy birthday! Here is a vanilla ice cream cone.” (One month later) Difficult customer: ”Hello it is my birthday and I was looking to celebrate it with some free ice cream.” Waitress: ”Um, excuse me sir, but you look familiar. Are you sure you are not Matt, the guy who came in last month for his birthday?”

Dialogue continued… Difficult customer: ”Nope! My name is Jack not Matt? Sorry I would just like my ice cream ma’am.” Waitress: “Ok, ‘jack’. Sorry for jumping to conclusions so quickly. You just look so familiar, but anyways, here is you’re ice cream.” (One month later) Difficult customer: “Hello, my name is Jim, and today I am turning 48! I would like some free ice cream please.” Waitress: “Ok, sorry ‘Jim’, but I am going to see some ID.” Waitress: “It says on your ID that your name is Sam, and your birthday is in April. Today is October 8th. Sorry sir, but I cannot give you free ice cream today.” Difficult customer : “Whatever, I am out of here!”

What the waitress did right and what she did wrong. What she did right was she showed good service and did not jump to conclusions right away. She took precautions instead of letting him off the hook for example she asked for ID. And she apologized to him even though she had no need to. What she did wrong was she did not accuse him right away but she called him out a little to soon before she had a definite way of knowing.

Another story of difficult customers. I witnessed a man at Perkins complain that his soup was to cold so he demanded they take it back and give him a free meal.

Dialogue Waiter: “here is you're soup sir”(waiter starts to leave) Customer: “come back my soup is unacceptably cooled take it back!” Waiter: “Sorry sir I will heat it up right away!” customer: “finally that took forever and yet my soup is still cold what kind of restaurant is this !!! I demand a free meal.” Waiter: “sorry sir I will see what I can do.” Customer : “I am leaving this is outrageous.”

What type of customer ? This type of customer is a complaining customer the way to deal with a complaining customer is to respect their thoughts and remember that you are the company to the customer.