DIFFICULT CUSTOMERS LESSON PLAN
Suggested Method of Instruction:
The teacher or facilitator could either read through the content of the lesson or could require the students to read it on their own. After going over the content, students should answer the questions on their own in writing. When they are finished, the answers can be discussed aloud or could be reviewed by the teacher or facilitator.
Students' responses to the questions should be graded based on their honest ability to reflect on what the question was asking. Older students will obviously have more complex responses than younger students. Responses should demonstrate that the students have given serious consideration to them.
The answer to #3 is Wait and See Type. The Employee should ask the customer directly about why she is hesitating to make a choice, then she should work on overcoming those issues.
Optional Follow-up Activity:
Students should find someone who has experience working in customer service and interview them about difficult customers they've encountered. Students should also find out how they dealt with different types of difficult customers. After the interview, the students should compose a 1-2 page report discussing their findings.
In the last lesson, we talked about how to understand what customers want and need in order to secure their business. However, that's just the beginning of providing effective customer service.
In addition, you also need to understand the personalities of your customers in order to deal with them appropriately and to resolve problems efficiently.
In this lesson, we'll talk about the four primary personality types of customers and attitudes of difficult customers you may come face to face with.
Lesson Printable Materials -
Print out the following pages for
use with this law intro lesson: