Date
June 25, 2021
Author
Sunny

Instruction: how to work with different types of clients in customer support teams. Part 1.

It seems that each client is an individual and every time you need to look for your own approach. But our 8 years of experience in customer support says the opposite.

It seems that each client is an individual and every time you need to look for your own approach. But our 8 years of experience in customer support says the opposite. Each client is typical – we distinguish 11 types. Sometimes they are found in their pure form, but more often one client contains signs of two or three types. Having identified them, you can easily sort out the situation. In this article, we will tell you how to determine the type of client and communicate with each of them. We will give successful and unsuccessful examples of dialogues.

1. Child-client

This is a client who is failing. He cannot understand the application and the product, asks “stupid”, in your opinion, questions like “how to go to the Internet”, does not read the answers and asks again. He complains about things that most other users do not cause problems.

Signs: Key words: I can’t, I don’t know how, I don’t work, I don’t work.

In fact, in most cases, the problem is not with the client at all, but with the fact that your product or processes are non-obvious and non-native. If you have a lot of clients who do not understand something, this is a signal for the product. Become a caring adult next to the client, reassure him and immediately say: “Now I will help you!” If he writes to you in chat, messenger or social networks, change the communication channel. Call and solve the problem by phone, otherwise you will correspond with him endlessly.

How to work with Child-Client:

◾️ Do everything for them, without explaining anything. Follow up with a structured step-by-step guide so he can try to do it themselves next time. In the instructions, explain everything on your fingers in simple words, without terms. No long sentences, just clear, clear and short phrases.

◾️ Do with them – lead them by the hand along the steps. At every step, make sure he did everything right. For example, “Go to the application and open the Reports section. Happened?” If they answered yes, move on. “Click on this button. Order? ” Take no more than one or two steps at a time. If you describe a few steps to them at once, they will become confused.

Bad Example

Client: I can’t connect mail in any way.

Support:  Here is the instruction …

Client: Yes, I have already seen it, I am walking right on it, nothing happens!

Good Example

Client: I can’t connect mail in any way.

Support: Now we will figure it out together. Are you on the Channels page?

2. Unlucky client

The client on whom all the problems of the world seem to converge. They are constantly experiencing real problems with your product or service. The third time they did not deliver on time, they brought it – and there was a spoiled product, called the call center, when the telephony went down and did not get through, ended up in the sample of customers whose application broke.

Signs: Something constantly breaks, malfunctions, glitches. The key phrase by which you can recognize him: “once again / again / again I have a problem with you …”.

How to work with Unlucky Client:

When an unlucky client comes to you again, be sure to check his story. See if they’ve handled the same problem before. How to solve the problem will depend on this. If they encounter the same problem again, explain to them in detail how to use the service, what problems may lie in wait for them and how to avoid them. Be sure to show concern, because they have not just one one-time problem, but a whole train of troubles. All this accumulates in the soul – it is not their fault that they have such karma.

If they have already accumulated a whole bunch of problems, please give them a bonus. Don’t wait for them to ask. If you see that there are already several problems in the piggy bank, prevent the explosion – offer compensation.

Bad Example

Client: Once again, the delivery of the order was canceled! What do we do?

Support: We apologize for any inconvenience caused. When is it convenient to take an order next time?

Good Example

Client: Once again, the delivery of the order was canceled! What do we do?

Support: We are already looking for a courier for you, there are options for 17 and 19 hours. As compensation, we made free shipping for you for this and the next order – forgive us for the mistakes.

3. Professional client

A client who knows how to best make a product, application, tariffs, services, support, monetization, and how to improve internal processes. For example, they might write, “Tell your UX designer that the button on the start screen gives low conversions because it’s in the user’s blind spot. This is a dark scenario for the client. ” They can advise kindly, or they can make claims in the spirit of “you have this, this and this is stupidly arranged, it is not clear where such workers are recruited.” They themselves are experts in their field and will definitely mention this when communicating with support.

Signs: Gives advice, suggests how to do better, uses professional terms.

How to work with Professional Client:

Collect all the wishes of the client, thank for the help and in no case argue with him. If you say that your option is better, be sure to argue and back up with facts.

There are two options for working with a Professional client:

◾️ Show your expertise – explain why you did it this way. For example, a client asks “Why is your screen black and not white?” You can answer – “Because when reading from a black screen, the eyes get less tired than from a white one. We did some research and found it out. ”

◾️ Open the door to the inner kitchen a little so that the client is pleased that he is allowed in there, and not dismissed. For example, “Yes, we have already tried this idea and tested it, but the results showed that it works better as we did now. Perhaps in the future we will try this option again, but so far it is not suitable for us. Thank you for your attention to the details of the service! ” or “Oh, great idea! No, we have not tried this yet. I’ll tell the guys from the grocery department, they just collect the wishes of the customers. ”

Be sure to use terms to pleasantly surprise the client, and in no case answer stereotypically without specifying “Thank you for your wish.” Better tell us exactly how you work with the wishes of customers and what is the chance that the idea will be accepted. Join the client if something that doesn’t suit him is objectively inconvenient. Do not argue that “this is the point” for you.

Bad Example

Client: Actually, push notifications come in all modern applications, but you don’t. What nonsense? This is the 19th century!

Support: All important information for you comes in SMS.

Good Example

Client: Actually, push notifications come in all modern applications, but you don’t. What nonsense? This is the 19th century!

Support: I agree with you, in fact, SMS is a temporary solution for us. In terms of our development, switch to push notifications, but, alas, this took longer than originally expected. In any case, we will implement it, thanks for marking this point. I will add your wish, our product specialists analyze the number of requests and implement what customers most often ask for.

4. Teaser Client

A client who throws questions at you writes a ladder instead of formulating in one message what happened to them and what they want. For example:

– Hello

– I have a question

– My payment is not working

Sometimes they can give out an emotional stream of consciousness “This morning I got up in a good mood, and then suddenly I ran into your service. And my feelings were offended! And in general, as soon as our government allows companies like yours to work … “. If they are unhappy with something, they will repeat the same thing until they get their way.

Signs: Send a lot of emotional messages to you with a string of questions.

How to work with Teaser Client:

Do not follow their lead, act as a counterbalance. They give you a ladder message, you give them a clear answer in one message. Otherwise, they will ask a bunch of questions for each individual message. They are a stream of consciousness to you, you are a structured response to them on the shelves. Ignore the little things and emotional sideways – answer to the point.

When you answer them, try to anticipate their next questions, taking into account the scenario and answer them before they ask. If you don’t, the client will most likely come back to you with a new chain of questions. For example, if a client asks what tariffs you have, give him the whole chain at once: “You can see the tariffs on the website. To compare them, put a tick next to the tariff name and click “compare.” The branch is open to prevent this from happening, just tell them the address, opening hours and phone number so they can call and make an appointment, so you close their chain of questions and reduce communication.

Listen carefully to the client and answer clearly to the questions posed, do not offer your own workarounds. Let’s say they demand to return their money. Do not return the payment with bonuses, return the way they ask – in money. Pay attention to all the smallest details, otherwise they will insist until they get what they came for.

Bad Example

Client: Hello!

Client: I have a question

Client: Tell me, do you repair refrigerators?

Support: Yes, we do.

Client: How much does it cost?

Support: Depends on breakage

Client: What refrigerators do you repair?

Support: Any

Client: When can you come?

Support: What’s your problem?

Client: The refrigerator does not work …

Good Example

Client: Hello!

Client: I have a question

Client: Tell me, do you repair refrigerators?

Support: Yes, we have tariffs on our website – you can navigate by breakdowns and cost. We fix refrigerators of any model. Tell us what is wrong with the refrigerator – hums, does not freeze?

Client: Buzzing and cracking.

Support: Our foreman diagnoses a breakdown and will already tell you the final cost. Can come already tonight …

Final Thought

Today we have discussed with you 4 types of clients and how to properly cooperate with them. In the next part you can read about Meticulous Client, Imaginary VIP Client, Real VIP Client, and Forgetful Client. We wish you success in your work with clients:)

 

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Date
June 25, 2021
Author
Sunny

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