Dealing with customers in customer service can sometimes be frustrating because it seems that every client is different and what methods work with some people don't work with others. However, there is a way to make it easier for you to understand the behavior of clients. There are four basic types of clients and each one requires a different approach. Here is a manual on how to deal with each of these four client types.
A client that likes everything under control
According to the HubSpot blog, these are people who usually know exactly what they want, they like things under control, they know what should and should not be done, and they are likely experts in their field. Do not attempt to apply any calming techniques or psychological tricks to these people. The only thing that works is an efficient solution of their problem. Be totally honest with them, hold the „extra stuff“ and get right into solving the situation.
A client who is emotional
Some clients don't look at things in a pragmatic way, but rather an emotional one. You can detect them easily. They are usually bad at dealing with the situation emotionally, they do not hide their feelings and they talk about being disappointed, frustrated or worried about something. First of all, you must assure these clients that everything is in good hands, that you will do you best to solve the problem to their satisfaction at any cost and that you appreciate the feedback they are giving you.
A client who likes to talk
These clients love talking, and they see the company representative as a pit where they can pour out all their demands, ideas, thoughts and complaints. The primary aim of their contacting you is to talk everything out. Let them speak and listen carefully to what they say before getting into solving their problem.
A client who jokes
A specific group of customers are jokers, and there is a surprisingly large number of them. More than anything, these people (often millenials) want to solve everything in a way that involves no trouble or complications. They like comfort and fun, problems are not important to them. Deal with these people in an informal way, don't try to get in the way of their good mood.
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