Different Types of Customers Your Support Team Comes Across

customer service
Pixabay

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

Same day letter delivery service

This is the article where I talked about the top  5 services offering same-day letter delivery. Same-day deliveries can be quite convenient especially when it’s something urgent.

6 Most Common Customer Service Myths Debunked

In the customer service sector, it is sometimes extremely hard to distinguish between facts and myths. This is because, the industry in the present times is changing so fast that several players in the marketplace sometimes struggles to keep up, which makes it a fertile ground for spreading and nurturing false notions, fads and toxic myths in businesses.

Business Cards 101 - Things You Need to Know

Sending thank-you notes to your customers or clients is a great way to show that they matter to you and to your business, and a handwritten note sends an even stronger message and can further strengthen your relationship

Proven Ways Successful Startups Are Handling Customer Service In 2019

Even without dedicated customer support staffs and a big budget, bootstrapped startups can nonetheless provide and execute the kind of CX (Customer Experience) that most big establishments dream of.

5 Benefits of BPO Services with Multi-Channel Customer Support

Customers are like babies. They want all the attention of the business provider, whenever they feel like interacting. Moreover, with the on-going trend of personalization, customers want to connect with the business anytime at their convenience. BPO services work best for this purpose and satisfy customers’ demands.

Know the Reasons Why You Should Hire a Customs Clearance Company

Customs clearance is a process which involves complying with the import and export regulations of a country. However, handling the customs process on your own is not an easy task as it is a complex procedure. This is where customs clearance company steps in. It will make sure all the goods reach the destination in a safe and timely manner.

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.