Different Types of Customers Your support team is coming
Different Types of Customers Your support team is coming
When your support team interacts with so many customers, they have to remember that they won't be able to keep everyone happy. Whether it's a customer who was having a bad day and was rude to you, or a customer with very high expectations, your agent can't help everyone.
The key point is that no matter how they speak to you, your support team learns to empathize with them and tries to help them as much as possible to resolve the issue to everyone's satisfaction. To help you prepare your agent for these types of difficult customers, let's look at some examples.
The aggressive customer
The most common type is the aggressive customer. If your agent makes a mistake or the product is damaged, instead of letting them know or speaking to them first, the customer threatens to file a complaint, post it on social media, and retract it. all their anger at your support agent who may be innocent.
They are least interested in hearing the other side of your agent's story. Should such a situation arise, your agent should know that they must remain calm, positive and not show any signs of aggression that could make the problem at hand worse. They should try to understand the customer's frustration by being empathetic and waiting for them to calm down.
Then take the opportunity to apologize and find a reasonable solution that satisfies them. Your agent must be strong enough not to be swayed by hurtful words that could hamper their decision-making. This is the best way to deal with such a complicated and extraordinary situation.
The vague customer
The second type of customer your support team will meet is; who can hardly wait. These customers will not wait at all after sending a message to your agent. If they don't respond quickly, they'll leave a bad review and damage your company's reputation.
These customers will not care that you also have more customers to deal with. All customers deserve a quick response, but they still have to wait at least a few minutes, but prioritizing impatient customers isn't the right thing either. To deal with such customers, your agent should explain to them why the response is taking so long and, if possible, refer him or her to an independent colleague.
Then comes the obscure customer, these types of consumers aren't sure what they want making it difficult for your support team to understand what they want. They give vague answers or descriptions, and sometimes know what they're looking for, but aren't very good at telling agents. In such situations, your agents need to know how to help them without wasting valuable time.
Such customers are often unaware of the fact that they are very vague and unclear. To get the right answer, your service representative can ask questions that lead to specific answers. This will speed up the process of determining their desires.
The last customer you face is a complaining customer who is dissatisfied with your service or product. Your agent should immediately apologize for this, even if it is not your fault or your agent still does not know where the problem is coming from. Then try to solve the problem in an interaction so that they calm down quickly.
Conclusion
With this information, you can train your agents better, resulting in a better customer service experience for everyone. However, just knowing about these types of customers is not enough to make your customer care system the best. You need to give your agents the right tools to view step-by-step progress to improve your bottom line.
