Types of Customers

Libreros Karina
Serrano Andrea
 The Whiner

How to handle The Whiner

● Be respectful of the caller’s

complaints
● Use active listening to mirror
their statements
● Find out what will satisfy the
caller and do your best to
provide it
The Megaphone

How to handle The Megaphone

● The Megaphone isn’t shouting out

of anger, so don’t respond with
anger
● Turn the volume on your receiver or
headset down
● Speak at an appropriate volume–
don’t shout back
 The Low Talker
How to handle The Low Talker

● Turn the volume all the way up on your headset or

receiver
● Apologize and explain that you are having trouble
hearing the caller
● Repeat all information back to them to ensure you’re
not mishearing
The Negative
 The Nice Guy

How to handle The Nice Guy

● Speak your appreciation – “You’ve been

such a joy, thanks for calling and have a
wonderful afternoon!”
● Don’t talk negatively about other callers to
The Nice Guy
● Do something extra for them (a promo
code, discount, follow up email, etc.)
 The Ladder

How to handle The Ladder

At the root of a caller’s request (or demand) to

be transferred to a superior is a lack of trust in
your ability to efficiently solve the issue.
● Don’t transfer the call
● Be polite
● Be agreeable
● Reassure
● Problem solve
 The Confused Customer
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.
The Uncommunicative Customer
 LINKS

https://www.contactcenterworld.com/company/blog/conversational/?id=025d
9f8e-af69-4b1e-a7a7-7619da957775

9 Types Of Call Center Customers (And How To Deal With Them) - masvoz