Call center agents deal with dozens of customers each day, each with a unique problem to solve. As representatives of your company, they are the ones who best understand the wants and needs of your users.
The best thing for contact center leaders is to understand the types of people their team deals with on a daily basis. In this way, they will be able to train agents to offer the best possible customer experience, no matter what challenges arise.
Experienced call center agents know how to treat customers as soon as they connect with them.
1) The Negative Customer
The negative client expresses his discomfort from the beginning. You don’t necessarily raise your voice; rather go for passive-aggressive comments, as they are likely to have had an unpleasant experience and are upset about having to call the call center to resolve their problem.
How to deal with the negative customer?
- Empathizing with them.
- Maintaining a constructive conversation and concentrating on solving your problem (s).
- Being calm and avoiding taking the conversation to their level.
2) The Positive Customer
Unlike the negative customer, the positive customer enters the conversation with a cheerful disposition. Of course, they are much easier to work with and they offer a pleasant experience. They can even provide positive feedback on your business.
How to deal with the positive customer?
- Thanking them for their positive comments.
- Not assuming you are his / her friend. Above all, agents need to be professional and personable while maintaining control of the conversation.
3) The Confused Customer
Unfortunately this customer is not prepared for the support call. They often don’t know their order number, they don’t understand the service they bought, they desperately need a lifeguard and are turning to the call center to fix everything.
How to deal with the confused customer?
- Asking clear and concise questions.
- Guiding them through the conversation and making sure they understand what is happening at each step.
- Showing them that you are happy to help and that there are many clients who have had similar problems.
4) The “Know-it-all” Customer
The only thing worse than a customer who knows nothing is a customer who thinks he knows everything. This person will correct the details, even if the information they have is incorrect. They are sure that they know the company better than the agent herself / himself, and may even throw the phrase, “I’ve been a customer for X years” to back up their claim.
How to deal with the “know-it-all” customer?
- Being kind but firm. The agent is the expert and must maintain that position.
- Being tactful in correcting them. Exchanging “negative” messages for positive or constructive messages.
- Not by directly correcting them if their information is incorrect, but by asking them where they got that information from and checking the facts rather than ignoring them.
5) The Talkative Customer
Contact center agents are often evaluated based on the amount of time they spend resolving a ticket. But sometimes, they will meet a client who has all the time in the world and all the story of her life to share. These conversations tend to differ on the topic at hand and can complicate the problem resolution process for the agent.
How to deal with the talkative customer?
- Smiling and reacting positively to your stories: customers can detect facial expressions even over the phone.
- If they deviate from the topic, subtly returning the conversation to the topic at hand.
- Not cutting them off or rushing them. The agent must have time to talk with them and make them feel heard, but linking everything to the purpose of the call.
6) The Uncommunicative Customer
Customers who do not communicate well about their problem. In general, they can speak quietly or they may have a language barrier. No matter the reason, it will be the agent who gets the information they need from these people to find a solution.
How to deal with the uncommunicative customer?
- Using closed questions. For example, questions that can be answered with a yes or no.
- Modifying the questions or posing them in a different way as many times as necessary.
- Do not question the customer, even if he is not being particularly helpful. Remember that agents are there to support you and guide you through the process.
7) The Angry Customer
These customers connect with agents feeling aggrieved and seeking revenge. They want their problem solved, but are often obsessed with a solution and scoff at alternative options. They may even attempt to dominate officers using intimidation tactics such as yelling or threats.
How to deal with the angry customer?
- Letting them vent, yell and complain. In the end, they will have to pause to take a breath, and this is where the agent can regain control of the conversation.
- Directing the conversation towards the topic at hand; without any complaints unrelated to the reason they called in the first place.
- Not losing your cool, no matter how angry the client is. Patience is the key to dealing with these types of people.
8) The Relaxed Customer
These customers have a go-with-the-flow attitude. They have raised an issue and are happy to follow their agent’s expertise and guidance without hesitation. They do not question anything and take all the information provided at face value.
How to deal with the relaxed customer?
- Matching the client’s energy and rhythm: This will help you fit into the conversation and build confidence as you solve their problem.
- Making sure they understand what you are doing. This helps them feel committed to the process.
- Not taking shortcuts: it may be tempting to do so without the customer holding you directly responsible, but it is best not to do so to avoid receiving a complaint in the future.
9) The Controlling Customer
The controlling customer wants to make sure that when the call ends, they have received exceptional service in the way they deem acceptable. For the agent, this will involve dealing with tactics commonly seen by micromanagers, as these clients tend to dominate the conversation and are fussy about irrelevant things.
How to deal with the controlling customer?
- Validating your perspective while keeping control of the situation.
- Being firm but polite. Agents must not allow customers to manipulate them.
- No doubt. Agents must trust their knowledge base at all times and demonstrate it through their presence on the call.