CUSTOMER SERVICE BY: JOSH MAACK

DIFFERENT TYPES OF CUSTOMERS Argumentative- This type of customer will argue about everything; if you are doing your job right or about the product. Impatient- Someone who is pushy and rushing you because they need to be the first to get in, or they don’t have very much time. They might roll their eyes or be snotty toward you. Leave-Me-Alone- This customer won’t want any help from you. Irritable/Moody- This type of customer will be mean and snotty towards you, maybe just because they’re having a bad day. They might roll their eyes at you or give you sass, or just say mean things towards you or the business. Complaining- This is someone who just complains about the product or the service.

DIFFERENT TYPES OF CUSTOMERS Insulting- An insulting customer will insult your working ability and be plain/rude towards you. Suspicious- This customer will question you on what you tell them. They might not believe you because of past experiences. Dishonest- A person that is dishonest will do anything to get away with stealing or having you lower the price. They will lie and deny to any kind of authority. Domineering/Superior- Always thinks their way is the best way and that’s the way it should be done. Slow/Methodical- when dealing with this type of customers you might want to try and not help them too much because they take so long.

HOW TO DEAL WITH DIFFICULT CUSTOMERS Argumentative- Remain positive and pleasant, and asking simple, polite questions with options keeps most situations under smooth control. Leave-Me-Alone- Make sure you don’t hover around the customer. That would drive the customer even further away. Patience works wonders. Never press customers for sales or decisions. Insulting- The last thing you should do is interrupt them. Go neutral. Serve customers promptly, and nonemotionally. You’ll feel an energizing power. And power, properly used, is a good thing. Domineering/Superior- Listen to the customer with respect. Let customers have their say. But in the end, make sure that the right thing is done. Slow/Methodical- 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.

HOW TO DEAL WITH DIFFICULT CUSTOMERS Impatient- Agreeing first on common points goes a long way in handling situations with difficult customers. Irritable/Moody- Do your job well. Be consistent in your positive behavior. You’ll have a natural, calming effect on customers and fellow employees. Complaining-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. Suspicious- Explain and demonstrate good service as many times as you need to. Some customers just “get it” more slowly than others. Dishonest-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.

DIALOGUE 1“Hello this is warn my name is Craig how may I help you” 2“I bought a gear for my wench a month ago and it still hasn't been sent to me! This is ridiculous.” 1“I am sorry to hear that sir do you know what part it was?” 2“It was the stupid big gear.” 1“There are many gears in warn products, do you have the gear with you?” 2“Yes I do why do you need to know that?”

1“Well there is a part number on the side of the part, can you still see it “ 2“Yeah the part number is g738” 1“Okay thank you would you want us to cancel your order and send you two instead of one?” 2“Sure that would be nice.” 1“I will need your address to find your order.” 2“Okay my address is (address) “

1“Thank you, your order will be sent as soon as possible with an upgrade to express shipping. It should be there in 2-4 business days.” 2“Okay thank you very much.” 1“Thanks again for calling warn sorry for the inconvenience”

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