The daily business of call center employees contains interacting with the most diverse customers. A characteristic of this business field is to meet different customer needs. Leaders know the various types of clients their employees have to deal with. Therefore, they will be prepared for the challenges of delivering value to every customer.
Here you can find some of the most common call center customer types.
The refusing customer
An opposing client doesn’t hide his character. They communicate passively through offensive comments. This type of customer is not used to interacting pleasantly. Mostly they call a call center because they are unsatisfied with their current situation.
Dealing with the refusing customer:
Try to put yourself in their role. Stay calm at all times.
Consider problem-oriented solutions.
Act customer friendly and keep the conversation on a professional level.
The favorable customer
A cheerful call center customer begins a conversation with a pleasant welcome. In common, it’s easy to communicate with them. If the consultation were made grand, you would receive positive feedback.
How to deal with positive customers:
Let them understand that you value their feedback.
To improve further conversations, you should record feedback.
You should remember to be a professional agent and lead the conversation during the call.
The disoriented customer
This type of customer is difficult to understand. They feel helpless and not familiar with the service they purchased. Under these circumstances, they need an exact leaded conversation.
Ask your questions in a logical context so that they can follow you.
Make sure that every step you take will be beneficial.
The customer should feel supported with his problem.
The smart customer
The intelligent call center customer is self-confident and believes in knowing everything. They trust their opinion. The customer will probably correct you, be prepared for this.
Maintain your leading position in a pleasant way
Positively transmit constructive criticism.
If information sounds incorrect, check it twice and avoid misunderstandings.
The timeless customer
Be aware that the facial expressions are also audible in the voice
Try not to stray from the subject
Please give them the feeling they listen and don’t hurry up.
The undecided customer
They are not comfortable with the situation. Communication problems can occur. So the agent needs to find the correct information.
Ask questions that can be easily answered.
If the customer needs help understanding you, take the time and ask your question multiple times.
Also, be professional through difficult conversations.
The frustrated customer
This type of customer acts emotionally, feeling misunderstood and wanting compensation. During the conversation, it might come to differences of opinion. Only some solutions will fit them.
Give them space to complain. Keep a calm voice.
Keep the conversation on the topic.
Be tolerant, but don’t let the customer control the conversation.
The relaxed customer
Aware of the need for your help, clients from this category are willing to follow your instructions. There is a strong belief in your competence, and discussions are undesired.
Identify the customer’s attributes to deliver a tailor-made solution.
Monitor the conversation and encourage the customer.
Do not be afraid to take a diversion. You want to satisfy the customer and receive positive feedback.
The customer with high expectations
You must provide the customer with a perfect solution that exceeds their needs. Some of these customers tend to take control of the conversation—a self-confident customer.
Put yourself in their situation, and make clear you have understand the problem.
Lead the conversation. Present yourself as a highly-skilled agent. Show your knowledge.
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