What are the 4 types of customers in a call center?

The 4 Types of Customers in a Call Center: Understanding and Navigating Them

Types of Call Center Customers (and How to Deal With Them)

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.

As an administrator you have a great desire to know the kinds of people you work with daily. This lets you train your employees to give the most satisfying customer experience regardless of any challenges thrown at them. What are the 4 types of customers in a call center? We’ve created a list of typical customer profiles that might sound similar to your staff as well as some helpful tips on how you can best serve these customers!

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Types of customers in a call center

What are the 4 types of customers in a call center?

What are the 4 types of customers in a call center? Types of customer in a call center are: The Negative Customer, The Positive Customer, The Confused Customer, The Know-it-All Customer, The Talkative Customer, The One-Liner Customer, The Angry Customer, The Laid-Back Customer and The Controlling Customer.

Types of customers in a call center

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:

  • Empathize with them. Even if they don’t appear to believe in you, keep going with it. Consistency in your behavior is a testimony in its own.
  • Make sure the conversation is constructive and concentrate on resolving your problem(s).
  • Do not respond in a sarcastic manner. Keep your cool and avoid the temptation to elevate the conversation down to their level.

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:

  • Be sure to thank them again for their positive feedback.
  • Create a procedure so agents can record the feedback to be used in the future.
  • Do not assume they’re your friends. Be professional and friendly and remain in control of your conversation.

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:

  • Always ask concise and clear questions.
  • Begin the conversation with them and make sure they know the significance of every stage.
  • Make them not feel guilty. Remind them that you’re pleased to assist and that you have many customers who have similar problems.

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:

  • Be gentle however be firm. You are the expert in your field and you must hold the position.
  • Be considerate when correcting the messages. Be sure to follow “negative” messages with positive or constructive messages.
  • Don’t be adamant about correcting them when their information is inaccurate. If you notice something that isn’t right, inquire about where they obtained the information and conduct an inquiry instead of dismissing it.

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:

  • Smile and be positive when they hear their stories. Customers are able to see facial expressions over the phone!
  • If they get off topic If they do, gently guide the conversation back to the subject that is at hand. (This can be repeated several times!)
  • Don’t cut them off, or hurry them on. Spend time talking with them to make sure they feel heard and make sure to tie everything to the goal of the conversation!

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:

  • Utilize closed-ended questions. For instance questions that are answered either way.
  • If they aren’t able to understand your message then rephrase the sentence with a different approach and repeat it as many times as you can!
  • Do not ask questions to the customer, even if they’re particularly helpful. Remember, you’re there to assist them and guide them through the procedure!

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:

  • Let them vent, shout and be angry. At some point, they’ll have to take a moment to catch an air. This is the time for the agent to take command of their conversation.
  • Be sure to direct the conversation back to the main issue. Don’t engage in any issues that aren’t directly related to the reason why they called to begin with.
  • Don’t lose your cool regardless of how heated the client gets. The key is patience when managing the most difficult people.

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:

  • Follow the customer’s energy and speed – this helps them to settle in to your conversation, and build trust while you address the issue.
  • Make sure you check in and make sure they are aware of the process you’re using. This makes them feel involved during the process.
  • Do not make a mistake – it may be tempting to do this without a customer being to account. It’s far better not to not do it than to get a complaint in the future!

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:

  • Reaffirm their viewpoint while ensuring control over the circumstance.
  • Be polite but firm. Agents must not allow customers to be pushed around!
  • No second-guessing. Agents need to be confident about their knowledge of their field and prove this by their presence during the call.

What every type of customer needs

Customer expectations are usually based on the type of injury or issue as well as their attitude and relationships they have with the business. However, there are some things that all customers want from a great satisfaction with customer services, as per our report on Customer Experience Trends:
  • Quick solutions to issues
  • Ability to seek assistance as quickly as they require help
  • Friendly Support agents
  • Help via the channels they prefer
  • A personal experience in which they don’t need to go through the same experience again
What every type of customer needs

10 Tips for Dealing with Customers

  1. Listen to Customers
    Sometimes, customers are assured that they’re there. If they’re lost or have problems and need help, by lending them an ear to listen it shows that you’re interested and that you’re not ignoring the issue.
  2. Apologize
    If something is wrong, you should apologize. It’s incredible how soothing it is to say “I’m sorry” can be. Do not engage in blame-finding or placing blame, instead inform them that you’re sorry that they encountered an issue. Make the issue known quickly and let the client know what you did.
  3. Take Them Seriously
    Help customers feel appreciated and valued. However ridiculous an idea may seem to you, it’s crucial to the client. If they feel they’re being mocked or treated with disrespect by customers, they won’t buy any item. People can be extremely sensitive and can tell whether or not you truly take care of them.
  4. Stay Calm
    As difficult as it can be, it is essential to remain calm. Your calm and relaxed method will allow your client to remain calm as well. They’ll feel as if you’re in control and you’ll be able to assist them in helping to solve their issue.
  5. Identify and Anticipate Needs
    The majority of customer demands are more emotional than rational. The more you understand your clients, the more adept you can anticipate their requirements. Keep in touch regularly to ensure that you are aware of any issues or needs that are coming up.
  6. Suggest Solutions
    Create a list of relaxing remedies that you and your staff can utilize. If it’s only the return or refund or coupons or free services. If you can agree in advance on the situations in which you’ll offer these solutions, and the amount you’re willing to invest, you’ll be able to communicate more calmly and more confidently when you offer the solution.
  7. Appreciate the Power of “Yes”
    Always seek ways to assist your customers. If they make a request (as as long as it’s reasonable) inform them that you are able to fulfill it. Find out how to do it later. Find ways to make business dealing with you a breeze. Always follow through with what you promise to do.
  8. Acknowledge Your Limits
    “Yes” is an incredibly powerful phrase, but in the event that you’re not able to satisfy the request, know your limitations. You shouldn’t be able to please everybody. If you aren’t sure you’re in a position to fulfill the request and help them come up with another solution. If that solution is your company or another you can offer, they’ll appreciate the extra effort you put in to help them, and will recommend your company to their contacts.
  9. Be Available
    Service to customers isn’t only dealing with people in person and via telephone. If you’re in the market or industry that has customers who are always online, you must modify your service offerings to take into account the fact that customers are always online.
  10. Get Regular Feedback
    Feedback can be a fantastic method to improve your business as well as your expertise. Give customers a way to leave feedback, whether it’s via a phone call or email follow-up as well as a suggestion box or something else that is more enjoyable and creative.

Frequently Asked Questions

  1. Loyal customers
  2. Impulse customers
  3. Discount customers
  4. Need-based customers


  • Demographic classification
  • Psychographic classification
  • Behavioral classification

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