Final answer:
A service employee should use careful language, listen actively, remain calm and professional, and promptly work towards resolving the issue when dealing with a decisive customer. Open communication and a respectful tone are crucial, and if needed, involve a supervisor or HR.
Step-by-step explanation:
When addressing a dissatisfied customer exhibiting a decisive behavioral style, a service employee should focus on direct and efficient problem-solving methods. The employee should choose their words carefully to avoid inflaming the situation and listen actively to understand the customer's concerns.
It's essential to remain calm and professional, without suggesting fault or dismissing the customer's feelings. Promptly working towards a resolution and maintaining a respectful tone are key.
Open-ended questions can facilitate understanding the problem from the customer's perspective, and restating the customer's concerns ensures that both parties are on the same page. If necessary, seeking assistance from a supervisor or the HR department may be appropriate to find a solution acceptable to all.