Suppose yourself as an agent working in a call center. The phone bell rings. “Trin, Trin.” You pick the call and listens to a blasting fellow yelling at you; “I am enough of you, just fix my issue immediately.” You start using the prescribed standard rebuttal tactics, but all in vain.
Does it mean that the standard rebuttal techniques aren’t useful anymore? No, standard prescribed tactics are still effective. Then why it doesn’t work? You may ask. Well, it’s the “customer type recognition” factor that is missing in your dealing.
Amazingly, there are various kinds of customers. So, you have to assess their type and then deal with them accordingly. Here we have put together some basic kinds of customers that an agent may face regularly.
1. The Chatty Cathy
This kind of customer is fond of talking without pauses. So, if you start talking with them, they would take you to the Huawei for vacations, instead of the customer support that you are supposed to provide.
Therefore, be conscious and cautious about such talking toms. You should stay on track and don’t let them detract you. Ask close-ended questions instead of open-ended responses and ask them to talk shortly. Moreover, you should be focused and trying to close every chance of new or prolonged conversation.
Also, you can use scripted questions instead of asking detailed explanations. When you will use short and prescribed statements, your customer will automatically be compelled to answer briefly.
2. The Negative Nerd
They are the most complicated customers in the world. They neither show satisfaction nor disappointment. So, it has always been hard to assess the accurate opinion that they hold about a product or a service.
How we should deal with such people? You may ask. Fine, you should keep a smile on face and don’t let them take you down. Also, help to resolve their issue as soon as possible. After that let them feel that they have worth for the company.
However, never forget to ask for feedback. This will allow them to express their opinions to some extent. You will be able to understand the whole story with the help of a few words that they have uttered.
3. The Mistaken Man
At times, you have to face some customers who have wrong information about products or services. In this case, you have to deal so carefully, as telling them outright that they are at fault can easily irritate them. So, you should let them feel you as a partner in exploring the answer to their concerns.
This kind of customer insists that they know more and better than you. Certainly, they have obtained this information from wrong sources. So, when you will try to make them correct, they will resist you a lot. This is the point where you are required to give your best.
Here, be positive and listen to them. After listening to them, you should make a move. It should be polite, wise, and smart. Use tactics to tackle them successfully.
4. The Threatening Theo
Threatening Theo is the disappointing kind who is good to go to detonate when he lands at the opposite end of your telephone. Ordinarily, this sort of client can be scarier than Negative Nerds and they may even take steps to leave your organization for another and pass some frightening comments.
Keep yourself cool and attempt to quiet the circumstance by giving some compassion, much the same as you do on account of angry customers. Make sure to grin, be a companion, and stay as understanding as you can? On the off chance that conceivable, offer pay and attempt to determine the issue inside the briefest conceivable time.
5. The Confused Customer
Such customers are neither talkative toms nor negative nerds. They are just confused about some features of your product or services. So, you need not worry. You just have to listen to their concerns carefully and give them a helping hand. That’s it.
You can put them on hold, consult your manual, and try to sort out their issues. In case you aren’t able to resolve the issue, you should consult with any senior colleague. The last viable option is to refer the customer to your manager.
Sometimes language barriers, medium incompatibility, and communication distortions can confuse. So, consider all these factors also when eliminating concerns of a confused customer.
6. The Elitist Emerald
Some of your customers will ask you to route their calls to managers. They consider that the agents aren’t capable of handling their complaints and concerns. So, they prefer to talk with managers directly.
For such customers, you should be polite and try to convince them that you care enough to resolve the issue. You can tell them briefly how you have handled such concerns previously. Also, let them know that you are qualified for the purpose.
This way may be helpful in less bad scenarios. However, if the customer is insisting to talk only with the manager, then route their call to the manager. However, don’t forget to make the customer calm and less angry before routing the call to your manager.
7. The Positive Customer
They are the best yet the least in quantity. Some customers are positive and supportive enough. They talk straightforwardly without beating around bushes. So, you feel more comfortable with them.
You need to guide them properly and that’s it. Moreover, it would be necessary to provide them with the right information and guidance. Mere the better handling will win their hearts.
There are so many ways to handle different kinds of customers. However, we are sure that the above-mentioned customer types and handling guidelines would be enough for you to manage almost all kinds of callers.
So, whenever you come across a tough customer, just recall the types, handling guidelines, and imply within seconds. If you found a customer type that is not mentioned in this write-up, just do brain-storming, invent a solution, and imply it.