Customer Service By: Shellby Jacobs. Types of Customers 0 Argumentative: Customers who just look for problems. *Guideline- Asking simple, polite questions.

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Presentation transcript:

Customer Service By: Shellby Jacobs

Types of Customers 0 Argumentative: Customers who just look for problems. *Guideline- Asking simple, polite questions with options keeps most situations 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 in handling situations with difficult customers. 0 Complaining: Customers that think nothing is right. *Guideline- Understand 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. 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 the end, make sure that the right thing is done. 0 Suspicious: Customers that ask a lot of questions. * Guideline- Explain and demonstrate good service as many times as you need to. Some customers 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 for sales 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 fellow employees. 0 Slow/Methodical: Customers that take their time. *Guideline-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. 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 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.

C alm O bserve N eeds T hink R eassuring O pportunity L isten

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

Dialogue Lynn: “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.”