Presentation on theme: "By Bryce Hanson. There are many different types of customers here’s a few Angry Irritable/moody Complaining Impatient Leave me Alone Insulting Argumentative."— Presentation transcript:
By Bryce Hanson
There are many different types of customers here’s a few Angry Irritable/moody Complaining Impatient Leave me Alone Insulting Argumentative Suspicious Silent
To calm down an angry customer you have to listen to there opinion and keep complementing them. To disarmer an Irritable/moody customer you need to give them space. To calm a complaining customer when ever they have a question you should give them multiple answers. For an impatient customer you should make them think that they are the only person your thinking on helping. A leave me alone customer you should let them come to you. A augmentative customer you should listen to their opinions. A insulting customer you need to remain calm and be nice. A suspicious customer you need to tell/ask your manager about the customer. With a silent customer you should let them come and ask you for a question.
The FISH philosophy is a great was to cheer up you mad customers so your making them mad to glad. It is also a great was to get a good tip! When I was in Tennessee driving to Florida we stopped at this really fun restaurant, where every five min. they would play a song and all the waitresses would start to dace and even some of the people who were eating got up and danced. It was a fun dinner I’ll probably never forget it.
On my way to a MN. Wild hockey game my dad and I had to stop at the Chevrolet dealership in Hudson. We had to stop there because my dad had bought a key form them for a lot of money and the key didn’t even work! So obviously my dad was very upset with them. He told me to stay in the car or to look around the lot, so I did I took a peak in side the building and IT GOT UGLY! But I was still laughing super hard when I was my dad flipping out on the guy.
Chris: “Hello this is Chris from ______ lock smith, how can I help you today?” Dion: “Hey there Chris this is Dion I’m calling because my “fob” locked itself in my 2008 Cadillac cts4.” Chris: “Okay Dion what is your phone number and your location ill be right out there and unlock that door for you.” Dion: “My number is ________ and I am at my house which is ___________” Chris : “Okay, thank you and have a nice day.”
Chris: “I’m sorry Dion, we were unable to open up your door, but if you could find your fobs key number I could make one like it to be able to open you door.” Dion: “Okay Chris, I have in the house I’ll go grab it for you.” They ended up opening the car and Chris did an excellent job at his job.
The things that Chris did right was when he couldn’t open the door he quickly though of an idea to open the door that would for sure work. When the he couldn’t open the door he apologized for it not working.
Dion: “Hey there Todd remember me? You make me a key for my car.” Todd: “Oh yes Hi there Dion how did the key work for you?” Dion: “That’s the problem there Todd the key you sold me and made me didn’t work, so I would like a full refund!” Todd: “Ok sorry to hear that Dion unfortunately our policy is that we don’t give refunds for the keys that we make.” Dion: “But the key doesn’t even work, you want to come out to my car and have me prove it to you!?” Todd: “No sir, but that is the company policy that we aren’t aloud to give refunds.” Dion: “Well then can you please show me that on the receipt? Todd: “Its not on there, but I can assure you that is our policy.”
Dion: “Well I need proof that it’s the “company's policy!”” Todd: “No sir but that is the company policy that we aren’t aloud to give refunds.” Dion: “Well then can you please show me that on the receipt?” Todd: “Its not on there but I can assure you that is our policy” Dion: “Well then go get you manager so I know for sure.” Todd: “I cant do that right now he’s not here! Now Dion, I can not give you that refund.”
When Dion asked for the manager he could have called for a more soupier sales man who had a lot more experience. When Todd got mad he should have remained calm. If Todd couldn’t prove that this was the company’s policy he should not have said it was.