1. Customer Dialogue
By: Kendrah Wink

2. Wordle

3. Types of Customers Argumentative: they look for problems
Impatient: customers show verbally and nonverbally that they don’t want to wait
Leave-Me-Alone: don’t want any advice or assistance
Irritable/Moody: either happy or crabby-you never know their mood
Insulting: customers are rough and rude
Complaining: nothing makes them happy, they aren’t satisfied
Domineering/Superior: they like to take control
Suspicious: they are unsure of everything because of previous experiences
Slow/Methodical: they take their time and keep to themselves
Dishonest: sneaky and don’t seem like they are doing the right thing

4. Customer Service Situation
This summer I had helped work at the concert site by parking cars and picking up garbage. But parking cars was when I had to deal with difficult customers. Abbie and I were in charge of parking handicap people. At first we didn’t have too many people but as the day went on we got more. Once things got a little bit more busy, some of the them were a bit demanding and challenging to deal with, but we managed just fine.

5. Situation
After the customer had parked she came up to me asking, “So I’m handicapped do I get to go the front of the line?”
(She only had a walking boot on) I said, “Well I am not exactly sure but I can ask Jerry, the manager, to help you out with your situation.”
“But I am a handicap person so it wouldn’t be good for me to wait in line for a long period of time!” exclaimed the customer.
I replied, “I am sorry but I am not sure, we were not informed about there being different lines for handicapped people.”

6. Situation Continued
She said, “It just wouldn’t make sense that I would have to wait at the end of the line!”
So I went and got Jerry to help her out with her situation and to answer any questions that she had.

7. Conclusion
I had to deal with a complaining and impatient customer. I used to the acronym CONTROL to help myself deal with the difficult customer. With that, I was able to stay calm, observe, find needs, think, reassure, get an opportunity, and listen.

8. CONTROL C-alm: Speak Slowly and steadily and show calm body language
O-bserve: Watch customer, make eye contact, and figure out the message they are sending
N-eeds: Find out what your customer’s needs are
T-hink: Think about the best way to handle your customer
R-eassuring: Let your customer know that you are on their side and help them with their concerns
O-pportunity: With each difficult customer that you deal with, think of it as an opportunity. Its helps you practice life skills
L-isten: listen to your customers and what they have to say. Also listen to your inner voice to help you make the right decision

9. Bibliography