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Types of Customers

This document discusses how to deal with difficult customers in the hospitality industry. It begins by defining internal and external customers and outlining their various needs and expectations, such as being treated with respect, receiving timely assistance, and enjoying their experience. The document then notes factors like social and cultural influences that shape customer needs and expectations. It provides tips for dealing with customers with special needs, such as those with disabilities or special cultural requirements. Key customer service skills are also outlined, including effective communication, handling complaints, and demonstrating appropriate work ethics. The document concludes by describing different types of difficult customers and offering advice on how to best serve customers who are rude, impatient, confused, or talkative.

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MohitDalal
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124 views10 pages

Types of Customers

This document discusses how to deal with difficult customers in the hospitality industry. It begins by defining internal and external customers and outlining their various needs and expectations, such as being treated with respect, receiving timely assistance, and enjoying their experience. The document then notes factors like social and cultural influences that shape customer needs and expectations. It provides tips for dealing with customers with special needs, such as those with disabilities or special cultural requirements. Key customer service skills are also outlined, including effective communication, handling complaints, and demonstrating appropriate work ethics. The document concludes by describing different types of difficult customers and offering advice on how to best serve customers who are rude, impatient, confused, or talkative.

Uploaded by

MohitDalal
Copyright
© © All Rights Reserved
We take content rights seriously. If you suspect this is your content, claim it here.
Available Formats
Download as PPT, PDF, TXT or read online on Scribd
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HOW TO DEAL WITH

DIFFICULT CUSTOMERS

By: Mohit Dalal


01090301712

TYPES OF CUSTOMERS
INTERNAL

CUSTOMERS

People with whom we work


EXTERNAL CUSTOMERS
Including:
- International tourists
- Families
- Business Travellers
- People with disabilities
- Difficult customers

Needs and Expectations of


Customers

Needs
A human need is a state of felt deprivation

Wants
A form taken by human needs as they are shaped by
culture and individual personality

Expectations

To
To
To
To
To
To
To
To

be treated with respect


be made welcome
receive timely and professional assistance and service
be understood
feel important
be appreciated
be recognised
enjoy the experience

Factors influencing needs


and expectations include
Social

Cultural
Economic
Health
Age
Personality
Personal

interests
Likes and dislikes
Time Available
Perception

What would you consider when


dealing with guests with special
needs?

Physically

challenged mobility
impaired, hearing impaired or blind
Intellectually challenged
Pregnant women
Families with children
Unaccompanied children
Business travelers
Travelers with special cultural or
language needs
Elderly travelers

Customer Service Skills


include

Meeting customer requirements


Demonstrating communication skills
listening and questioning techniques
Handling customer requests and
complaints
Developing a rapport
Promoting suitable products and
service to enhance experience
To deliver quality service we must also
demonstrate appropriate work ethics
and behaviour.

WHAT WE NEED TO PROVIDE QUALITY SERVICE!!!

KNOWLEDGE

Of your customer

Of how to do your job

Of all services and facilities in your hotel

Of local and state attractions

SKILLS

Interpersonal skills

Anticipation of your customer needs

ATTITUDE

Genuine desire to help your guests - whether solving


problems or just making sure they have a great stay

Positive attitude at all times

Proactive providing help and guidance without necessarily being


asked guests feel they can depend on you

Displaying tact and diplomacy

HOW CAN A CUSTOMER BE


DIFFICULT?

Rude
Impatient
Noisy
Talkative
Confused - unable
to make decisions
Silent
Fussy

TYPES OF DIFFICULT CUSTOMERS

Rude Customer
Can be rude to everyone - they just
dont feel comfortable being nice.
DO Ignore their rudeness and dont take it personally
DONT
Become Rude and Aggressive
Impatient Customer
Always in a hurry - and it wont matter how quickly you
serve them - they will still be impatient
DO Serve them quickly and politely
DONT
Waste their time with conversation and they
may not want you trying to sell them
products
and services

TYPES OF DIFFICULT
CUSTOMERS

Confused Customer
Find it difficult to make decisions and may take a long
time
to decide
DO Be helpful by making suggestions and asking
questions
DONT
Rush them - they could become flustered
and
embarrassed
Talkative Customer
Wants to talk and could spend all day doing it
DO Be friendly and attentive - Lead the conversation
DONT
Ignore them or give them all your attention
so other customers are ignored

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