Handling Different Types of Customers

This course is an introduction to identifying various types of customers and learning the best approaches to manage interactions with them. 

Handling Different Types of Clients

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It's not just about the skills, it's also about the mindset.

Customer service is not just about technical and soft skills. A key ingredient in delivering exceptional customer service is having the right mindset. This is not to say that positive thinking is the key. Having the right mindset is understanding the different customer behavior and responding appropriately to it. 

Consider the following and see how true they are to your customer service experience. 

Customer service is all about technical knowledge and soft skills.

  • True
  • False

The next time you interact with your customer, consider the fact that not all clients are the same. Therefore, your one-size-fits-all technique may not work and would actually work to your disadvantage.

Classification of Customers

Classification of Customers

Classification of Customers

Classification of Customers

Classification of Customers

Classification of Customers

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Customers who are unsure of what they want must be asked this type of question.

  • Closed questions to help them decide fast.
  • Open-ended questions to find out what the buyer really wants.
  • Open-closed questions to ensure that client is informed of options.

Some customers may act flirty during your interaction with them, the best way to stay professional and to get the job done is to

  • politely bring the conversation back to business.
  • go along with the customer's remarks and then summarize the conversation.
  • answer all the customer's questions, whether they are personal or professional in nature.

Customers who are chatty and friendly are a delight to serve, however, their ability to hold conversations for along time may work against your day's productivity. The best way to handle them is to

  • respond by simply reflecting some of their statements such as "that sounds fun," "it's great to hear about your excitement on this purchase."
  • reflect some of their statements and ask follow up questions about their stories to show the customer that you are really willing to listen to their stories.
  • disregard the customer's stories and continue discussing the customer's main concern.

Some customers tend to be dominating and would overwhelm you with their aura and speech, a representative's best strategy is to

  • listen and agree with what the customer says to show that you appreciate them.
  • be quiet until the client finishes.
  • acknowledge their valid points and display your technical knowledge while keeping an assertive tone.

Angry and irate clients are one of the most difficult to handle, an effective way of managing them is to

  • instantly take an assertive stance so that the buyer will show that you are not intimidated.
  • calm the self down so that you will not match client's emotions.
  • just let the client speak.

Customers who are frustrated can resort to threats just to get what they want, in handling such situations, the representative must

  • inform the customer that it is their right to do so.
  • negotiate an alternative course of action with a specific time table.
  • apologize and quickly escalate the account to a supervisor.

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