The Complainer
This customer has an halo of negativity. An outspoken skeptic. As soon as they enter the premises, they’ll start noticing all the wrong things.
It may be too stuffy, why does the management think of air conditioning? If none of the attendants is free, they’ll blast slow service.
The Talkative
Depending on the context, serving a talker is usually pleasant. A customer may casully inquire if a teller or a cashir is married, divorced or dating. It’s usually harmless, if not intrusive.
A dotting husband and father may lean in to show you clipped photos of their kids in their wallets – as they take out their card.
The Indecisive
Well, to be fair, there’s a lot involved in modern-day shopping – picking a certain brand over the others. It’s not uncommon to see a man at the counter sprint back to the aisle to swap one brand of tissue with another.
Other people may be unsure of how much they want to spend on their credit cards. A bit of calmness, and patience works well in these cases.
The Demanding/Aggressive
This category ranks lowest on the customer service aptitude tests. They are short tempered, and quick to kick up a storm. A slight uncertainity will have them banging palms on the counter, demanding to see the boss, or supervisor.
As an attendant, the ideal way is to talk less, nod and ask or buzz for the supervisor. Being calm – a poker face, and a little smile – diffuses the needless storm.
The Impatient
A customer may be in a rush. They’ll show it. Shout for the waitress in a busy restaurant, or threaten to leave without an ordered meal. It’s important that the queue moves along well.
Thou shall not abandon clients for personal calls, in-staff banter or coffee breaks.
BY GHAFLA NEWS
