Types of Customers

The Irate Customer is known for his/her:

• Anger that explodes as soon as you see them.

• Fuming even before they begin their interaction with you.

• Being annoyed at the start of the meeting but got increasingly angry with every unanswered inquiry for example.

• All the above

How to handle the irate customer?

• Act exactly the same way they are acting

• Be calm throughout the meeting.

• Assure the customer you know how to solve the problem, and then provide a solution as soon as you can.

• Answers (2) & (3) only.

The Talkative Customer is the one who:

• Are Accurate about what they want.

• Tend to discuss topics unrelated to the issue they're discussing with the representative.

• Have specific thoughts to share.

• Can lighten up the atmosphere of the meeting with the representative.

To maintain control over the conversation with a talkative customer, make sure you are very strict and show discomfort when redirecting the discussion back to the main issue. This is the best way to handle the situation in order for you to save both your time and the customer's time.

• True

• False

The Mistaken Customer is the one who:

• Insists that they know more than you do.

• May not be misinformed.

• Believes you right away when you offer a solution.

• All the above

How to handle the mistaken customer?

• Tell them outright that they're wrong.

• Be polite as you explain to them how the solutions you recommend can help them better.

• Make them feel that you're not their ally in uncovering the answer they need.

• All the above

Elitist customers don't like dealing with front line representatives, as they think that the problem they're facing are too special or too complex for employees to handle.

• True

• False

How to handle the elitist customer?

• Assert strictly that you are qualified to fix their issues, and do so in an over confident manner so they gain trust in you.

• If the problem can be solved without a manager's intervention, inform them that it's not advisable to escalate the issue to a manager.

• Make sure you highlight your expertise in the company and force the customer to respect you.

• All the above