Agents in call centers handle a multitude of clients every day, each with an individual issue to address. Being your company’s face they’re the ones that best know the preferences and requirements of your customer base.
1. The Negative Customer
The customer who is unhappy isn’t an ideal customer. They want to be aware of it. They don’t always shout their opinion instead, they choose to use passive aggressive remarks, and then target any pleasantries and slam them out. They’ve likely been through a bad encounter and are irritated that they had to get in touch with the company at all.
Here’s how to handle the customer who has a negative attitude:
2. The Positive Customer
Contrary to the negative client, the positive customer starts conversations with a cheerful mood. They are, naturally, far more pleasant to work with and create an enjoyable experience. They could even provide positive feedback on your company!
Here’s how you can deal with the happy customer:
3. The Confused Customer
The customer is completely not prepared for a support call. They don’t know their purchase number, they don’t know the product they bought and they don’t have the information needed by the support agent to fix their issue. They are desperate for a helpline and are turning to your company to solve everything.
Here’s how you can deal with the customer who is confused:
4. The Know-it-All Customer
The only thing more damaging than a client who doesn’t understand anything is a person who believes they are experts in everything. They will correct you on the details even if their facts are not accurate! They’re confident that they are more knowledgeable about your company than you and might even throw an “I’ve been a customer for X years” phrase around to support their claim.
Here’s how you can deal with the customer who knows everything:
5. The Talkative Customer
Agents at call centers are typically assessed based on the time they spend in resolving a customer’s issue. Sometimes, they’ll encounter an individual customer with everything they need, and a whole life story to share. The conversations can diverge from the problem to be addressed and could cause problems and the agents.
Here’s how you can deal with the customer who talks to you:
6. The One-Liner Customer
On the other hand, people who do not communicate well have their own particular problem. They could be soft-spoken all the time or have the language barrier. Whatever the reason, it’s up to the agency to collect the information they require from the individuals to determine an answer.
Here’s how you can deal with the single-liner customer:
7. The Angry Customer
The dreaded angry customer. They connect with your representatives who feel wronged and seek revenge. They are looking for a solution to their issue however, they’re usually focused on a specific solution, and then scowl at alternatives. They might even attempt to intimidate your agents with methods of intimidation, such as threats or shouting.
Here’s how you can deal with the customer who is angry:
8. The Laid-Back Customer
The customer is a go-with the flow style of behavior. They’ve raised an issue, and they’re totally content to follow the advice of your agent and direction without a doubt. They are not apprehensive about any information and accept all data given at face value.
Here’s how you can deal with the laid-back client:
9. The Controlling Customer
The customer in charge is looking to ensure that when they’ve finished the call, they’ve received excellent service in a way they believe is acceptable. The agent could include dealing with the tactics typically encountered by micromanagers, since they tend to dominate the conversation and make a fuss about things that aren’t important.
Here’s how you can deal with the customer who is controlling:
