Spread the love

When it comes to giving training, one of my favorite topics is about ” Customer service ” and especially when it comes to talking about the type of clients that people who work in this area can find. There are many types of clients and we share tips on how to serve them.

Today I invite you to meet 10 of those clients and understand how they should deal with them to ensure that we will have everything under control when the time comes.

The types of clients and how to serve them

THE IMPATIENTtypes of clients

This client is really a case. Nomas before attending you will already be looking at your watch, expelling strongly the air through your mouth or stomping the floor insatiably as to hurry.

His main problem is that he says he does not have time and is in a hurry, and it may be that way.

It is a client too complicated to handle because many times tend to generate discomfort not only in the person who will attend it but also in other people. It is the complicated types of clients.

How to deal with it?

The best thing is to be firm with this client and stay cordial. Even if you are in a hurry, we must show that we will not give in to your pressure (especially if there are other customers in the place)

In the event that it is in a phone call, we must not lose our calm or let ourselves be intimidated, making the process at all times, as it should be and the speed it deserves.

This customer loves the questions and answers, so they already have a technique to calm down their fumes.

THE LAMENTABLEtypes of clients

He is the typical client who just starts talking to us, he begins to take it as a session of psychology where he tells us all the dramas that happen in his life (and he exaggerates them). He is a type of client, who always uses pity to try to dominate us.

One thing is a client that has a problem and another one that uses pity and our innocence in their favor. The important thing is not to fall into the trap. It is the other types of clients.

They have typical phrases like: “Please do not do this to me” or “I know you are a good person”.

How to deal with it?

First of all, let them understand that this is not something that we impose, but that more than what we do could not be done because we would be passing the limits of our work.

We must also cooperate with them and apart from listening to them, show them the possibilities that HE could take (Do not let us ever push us to do it if he has options).

Finally, we can refer you to a superior that meets your claim, since many companies have this type of superiors with functions to attend special cases.

THE FRIENDtypes of clients

It is not that this is a complicated client because it has something that puts us at risk, but it does have something that is very difficult to manage. It takes so much, but so much confidence with us that it feels like a lifelong friend.

Usually, with this client, a question becomes a coffee talk and a “good morning” in countless minutes when we do not know how to explain that we need to continue working.

This client also takes some attributions, such as skipping other people or even getting into our workspace, as if it were our shadow.

How to deal with it?

The best advice is to never let it go by the bush at the moment of talking and always try to return the conversation to its initial channel.

It is also good that we repeatedly mark a temporary limitation such as: “Mr. Cabrera is going to excuse me but in about 5 minutes I have to go and present a report to my boss”. It will sound like an excuse, but this client can really overreact without realizing it.

Finally, never treat them badly, on the contrary, you have to treat them well but making them understand their limits. One thing is a relationship with the client and another is to make him our best friend.

THE MENTAL LAGUNA

There comes a time when we are attending, we see the face of this client and we realize that something happened. His face was totally transformed as if it were a zombie. We lost it.

This type of client usually has a very big problem. As a matter of shame, he does not say at some point that he does not understand something. You can even leave without having understood absolutely anything or asking 50 times the same. It is the other types of clients.

You have to understand that many times there are people who do not have a good attention span and if we do not change our strategy, we will lose a lot of time going back to the beginning

How to deal with it?

First, we must provide something to write down or write it down while we explain. Although the first point is advisable.

It is also important that every so often we pause and ask: What doubts do you have here? If you ask if you have any questions in a generic way, because of shame you will say no.

Finally, it is good that we also give you some kind of support material to take it and in this way ask you to see it well, make a decision and if you have any questions you call us.

THE ENJOY

Remember the movie “A Day of Fury? That in which a man after a series of negative things that happen to him becomes totally crazy and begins to return ultra aggressive. Well, there are people who really are like that, but not on such a scale.

Many people have the perception that the customer service staff is there to let us discharge all our fury and frustrations with them. As much as we want to avoid them, there are people like that. It is another complicated types of clients.

These people usually come quite aggressively even without caring if we are really going to be able to help or not.

How to deal with it?

The most important advice is to never lose your calm or stop smiling. This person enjoys seeing that it puts us wrong or that it is intimidating us.

Secondly, it is always good to have a series of answers for the most common problems, given that it surely comes with that type of problem and to indicate how it could handle it.

It is also important that we ask several questions so that that person releases all their energy explaining what happened.

Finally, if things do not work, we can always refer you to a superior who handles your case (You will feel special) … or urgently call the security guard.

THE SABELOTODO

The know-it-all is the types of clients who come to us only to show us that he is so intelligent that any answer we give to his problem, he already tried it.

There are even cases of wise clients who only seek to be served to show that they know more than us and leave without doing anything else.

The complicated part of the know-it-all is that if he really knows more than we do, he will end up making a big problem and will even demand to speak with a superior to show his outrage.

How to deal with it?

Very simple, we must know everything about our product or service to the point that no one can beat us. This is the best advice for this client.

It is also good to let it spread, to tell us everything that happened and did and then start with a questioning technique. If we let him speak first, we may detect what happened or what he did not do (or if he put a hand in the product and he broke it).

Finally, the best thing for this client is to show him from the beginning that we really know more than he (and it should be like that) to lower his barriers a little and let it become a constructive dialogue instead of a monologue on his part.

You may like this- 4 Simple Tips For Business Owners

THE LAZY ONEtypes of clients

This client is not really problematic, but his laziness leads us to waste time, explain 100 times the same or even end up asking us to do something for him.

The problem of the lazy is that it is a customer who wants everything pre-digested, all ready to make the slightest possible move and explained so simply that you do not have to think much. It is the other types of clients.

The advantage of this type of clients is that they let us take them by the hand wherever we want, as long as we gain their trust and show them that the proposal or solution we are offering is the one that implies the least effort.

How to deal with it?

It is very important that we learn to communicate with a simplicity that allows this type of clients to really understand. So we must learn to say the same thing but in a different way.

It is also important that we have the power to decide before this person and argue based on the comfort we will generate. Asking many questions or giving many options for him is synonymous with exhaustion, so let’s try to dodge this.

Finally, we must do some “extra tasks” outside of our functions if necessary to earn your appreciation. Because if we really collaborate with him, we have him safe for life, since a lazy one, it gives him laziness to look for the competition.

THE NEGOTIATORtypes of clients

Leave the dessert cherry for last. One of the most complicated and often demanding customers. Nothing more or nothing less than “The negotiator”.

The complicated thing about this client is that at the beginning, during and at the end of a talk, something will seek to negotiate. It may be a return, it may be a discount, it may be a gift or even that spent pen we have on the desk. It is the bargain types of clients.

The negotiator is a type of client who needs to get something, even if it is a penny of profit to feel satisfied. The simple fact of knowing that he obtained “a little more” than the rest of the mortals, gives him pleasure.

How to deal with it?

We always have to have certain arguments that allow us to explain that we can not give him what he asks for, but in turn, give him other options that we can. Unless you are really right, the idea is that as a good businessman, you want to get something, but in itself, many do not care about the “what” but the simple fact of achieving it.

We must also explain that it is not our job to negotiate with the client but rather to attend to him and that in such case he may well communicate with the manager of the company or a superior to see his particular case.

The best advice always has something to calm your cravings, not as simple as a jar to take candy, or as big as really give what you want. With him, we must look for the balance.