Different Types of Customers Your Support Team Comes Across

customer service

When your support team interacts with so many customers, they need to remember that they will not be able to keep them all happy and satisfied. Whether it’s a customer who had a bad day, which is causing them to be rude to you or a customer with very high expectations, your agent can not help them all. The key point is for your support team to learn to empathize with them no matter how they talk to you and try helping them as much as possible, ending the matter with everyone being satisfied.

In order for you to prepare your agents for these type of difficult customers, we will be taking a look at a few examples. The most common type is the aggressive customer, if your agent does something wrong or the product is defective, instead of telling or talking to your agent about it first, the customer will threaten to file a complaint, spread it on social media and take out all their anger on your support agent, who may not be at fault. They would be least interested in hearing the other side of the story from your agent. If such a case arises, your agent should know that they need to stay calm and positive, not show any signs of aggression which can lead to worsening the matter at hand. They should try understanding the customer’s frustration by being empathetic and wait until they have cooled down. Then take that opportunity to apologize and find out a reasonable solution which will satisfy them. Your agent should be strong enough to not be affected by hurtful words, which can hinder their decision making. This is the best way to deal with such a complicated and overwhelming situation.

The second type of customer your support team will come across is; the impatient one. This customer will not wait at all after messaging your agent, if they do not respond quickly, the will put up bad reviews and ruin your company’s reputation. This customer will not care about the fact that you have more customers to deal with as well. All customers do deserve a quick response, but they still have to wait for at least a few minutes, but giving top priority to an impatient customer is not the right thing to do either. To deal with such a customer, your agent should explain to them why it is taking so long to reply and if possible, refer him to a colleague who is free.

Then comes the vague customer, this type of consumer is not sure what they want, so it makes it difficult for your support team to understand what they want. They give a vague answer or description and sometimes they know what they are looking for, but are not good at telling the agent. For this type of situation, your agent needs to know how to help them out, without wasting precious time. Such customers often are not aware of the fact that they are extremely vague and unclear. To get the right answer out, your service agent can ask them questions leading to specific answers, this will speed up the process of determining what they want.

The last consumer you face is the complaining customer, who is not satisfied either with your service or your product. For this, your agent should immediately apologize, even if there is no fault from your side or if your agent is still unaware of where the problem started from. Then try resolving the matter within a single interaction, so that they are calmed down quickly.

With this information you will be able to train your agents better, resulting in an improved customer service experience for everyone. However, only knowing about these types of customers is not enough to turn your customer support system into the best one. You need to provide your agents with the right tools, through which they can gradually show progress, helping your bottom line. Kayako’s help desk software is excellent for helping your agents reduce their workload and increase productivity.

Similar Articles

business process outsourcing

It has always been said and believed that delivering the best customer service is the key to attain success. Meeting your customers’ expectations serves as the best tool to not only win their trust and confidence but also create a niche over your competitors in the market.

speech analytics technology

Building a strong relationship with the customers is a tough task as there is little or no information available about the customers in a real-time scenario. This is where speech analytics software can play a major role.

Customer Relationship Management: Importance to a Business

A business who can manage its customer relationship well has more chances of becoming successful. A customer relationship management (CRM) is the most efficient and strongest approach to maintain and create a relationship with your customer. 

speech analytics for customer experience

The businesses, these days, are continually focusing on improving their Customer Relationship Management (CRM) strategies. One of those important steps that are being taken by almost every business firm is availing the services offered by various contact centers in the market. 

Call Centre

A script is completely unhelpful if it is way too long or which makes finding information a hassle. Call center companies use scripts to streamline the conversations; whereas if the script itself is complex then the agent would have to put the caller on wait to find the information which would waste time of both, the caller and the agent.

speech analytics facts

Speech analytics technology has existed in the market for over a decade now. But, there are still many companies that do not understand much about the technology.

Customer Service Tips to Enjoy Continuous Customer Loyalty (12 Tips)

As a business manager, you know very well the importance of customer loyalty for sustaining your enterprise. To ensure the steady inflow of profitable business from them, you have to shape their perceptions positively in favor of your organization.

Customer Care Support

Many people believe that outsourcing provides an innovative approach to control your people. Furthermore, the label outsourcing was proven to be used for too many distinct kinds of exchanges in many ways. Since then, Call Center Outsourcing trends have indicated that it is one of the most effective ways of cutting down costs.

business process outsourcing

These are a number of other trends which are creating their own value in the Business Process Outsourcing industry. Here we bring you some of the most relevant ones that you should know.