Date
July 5, 2021
Author
Sunny

Instruction: how to work with different types of clients in customer support teams. Part 2.

There is a different approach to different clients. But this does not mean that every client is unique. Most likely it can be attributed to some type. If you recognize the character of the client, then consider this already 50% of successful communication.

There is a different approach to different clients. But this does not mean that every client is unique. Most likely it can be attributed to some type. If you recognize the character of the client, then consider this already 50% of successful communication.

In the first part of the article, we figured out 4 types of clients. Today we will analyze 6 more. We will understand how to recognize them and how to communicate with them correctly.

5. Imaginary VIP Client

The client considers himself special, mentions acquaintances with influential people and refers to a large audience of followers. They may threaten that they will tell everyone about you in their blog, which is not there or is not as popular as they say.

Signs: Requires a special attitude and frightens with acquaintances.

How to work with Imaginary VIP Clients: If a customer claims to be special, check their status. Perhaps they really are VIPs. Then proceed as in the case of a Real VIP Client. If they lied, there is no need to tell the client that they are not too VIP for you, work as with an ordinary client – carefully and attentively.

Bad Example

C: My nephew is an employee of the National Guard!

S: Yes, even if the president, it does not affect the terms of our agreement with you!

Good Example

C: My nephew is an employee of the National Guard!

S: Let me give you detailed advice and together we will figure out the terms of the contract …

6. Real VIP Client

Usually, customers who need special treatment are tagged in CRM, but this is not always the case. If you see from the history of interactions that the customer buys only the most expensive, makes frequent purchases, or has been with you since 2001, this is a hidden VIP. Be sure to make a note in CRM about why the client is special and some recommendations on how to communicate with them.

 

Signs: They buy only the most expensive, make frequent purchases, have been buying from you for many years, have an audience in social networks – it can make you good or bad PR.

How to work with Real VIP Clients: Don’t be greedy for bonuses, because they will pay off with interest in the next purchases. Look for a personal touch and forget about templates. Be attentive to everything you say and do – double-check it several times, mistakes with such a client are expensive. But if you made a mistake, do not hesitate to apologize and ask for a second chance, promise to improve, and correct yourself. If such a client wrote a bad review about you on his page, go to PM right away, or rather call to resolve the issue personally as quickly as possible.

In cases where the VIP client is wrong, decide how you are acting – soft or hard – and clearly state your position. In no case change your position: if you said no, then no. Otherwise, you will show the precariousness of your position, self-doubt and only spoil your future relationship – the client will no longer respect you and take you seriously.

Bad Example

C: You see that I have been buying from you for 15 years! Why not give a discount?

S: We are very grateful for the attention to our company, but discounts are not provided.

Good Example

C: You see that I have been buying from you for 15 years! Why not give a discount?

S: I agree, our omission. What if we offer you a personalized 10% discount on all items?

7. Forgetful Client

A client who addresses a problem and then disappears. You ask them for additional information, without which you cannot solve their problem, but they are silent. A week later, they came back with a dissatisfied “I wrote to you”, and you did not help me.

Signs: They come with the problem and after that, they disappear.

How to work with Forgetful Clients: It happens that the client wrote you a complaint, you answered them on the merits, but they did not unsubscribe in response. When you have responded but received no feedback, it is always dangerous. It is not clear what the client is going to do next. Perhaps they were offended and went to write a post on Facebook or took the complaint to court.

In such a situation, take the initiative – ask them if they received an answer to their question, whether their problem was resolved. If the problem is critical, sit down on the phone and solve the problem over the phone. If the problem is urgent, but not critical, do not hesitate to write to the client once a day, if not urgent, it is enough to write once every three days. Make automatic reminders. So in the event of a trial or scandal in social networks, you will have proof: you tried to help them, but they refused.

8. Cheating Client

Cheaters can be disguised as disgruntled customers. For example, a person rode a rented scooter and crashed it, they were charged money for damaging the scooter. And then they call the support service and claim that the money was withdrawn illegally, they did not break anything. You can see from all the data that it is their fault.

If you work in a bank or other financial institution, in addition to simple fraudsters, you may encounter fraudsters who contact support under the guise of a client. For example, a person calls and says that he cannot pay for an order with a card. But you see that the payment is suspicious, and you understand that it is not the owner of the card who is calling. Or you may receive calls from clients who launder money – this can be seen from their account when they regularly deposit and immediately withdraw money.

Signs: They make a complaint, but they get confused in the testimony and often answer “I don’t remember” or “I don’t know” to clarifying questions.

How to work with Cheating Clients: Deceivers often say one thing first, then another. If you see that the client is confused in the testimony, contradicts themselves, answers your questions “I don’t remember”, “I forgot” – this is a reason to be wary. Check with colleagues in the neighboring department about the case with this client and figure out what is really going on.

If their lies are confirmed, answer as if you are “in court.” Clearly in chronological order, with arguments and legally competently describing what the situation looks like on your part: the contract says so and so, you violated the clause like this, here is a photo, this is the time where you were, such a sum was withdrawn from you in a property damage account. Show that you figured it out and they will not fool you. But first, make sure that they are really a deceiver – do not throw yourself at the client if you are not sure.

9. Difficult Client

A client with a real critical problem that happened through your fault and now you need to sort out the situation. For example:

  •  the client was driving a car-sharing, their brakes failed, and now they are in intensive care;
  •  after the arrival of the cleaner, the client discovered the loss of money from the sideboard;
  •  the courier beat the client;
  •  the taxi driver swore at the client.

The problem may not apply to your service, but the client mentions their trouble in a dialogue with you.

Signs: The client is in trouble.

How to Work with Difficult Clients: Be sure to show empathy, support the client morally. Switch from correspondence to a telephone conversation. Ask what help is needed right now. If the trouble is the fault of your service or employee, you need to compensate for the losses, pay for the treatment. It is very important to do this – always keep in your piggy bank the amount for such critical cases. You should act according to the situation, there are no standard solutions here.

Bad Example

C: I need to return tickets, my husband beat me.

S: To return you need …

Good Example

C: I need to return tickets, my husband beat me.

S: Are you okay? I’ll arrange everything with tickets now, don’t worry. If you need to call the police or an ambulance or help in some other way – let me know!

10. Loyal Client

A client who loves you and tells everyone how good you are. But if you just make a mistake once, problems cannot be avoided. If you do not meet their expectations one day, they will feel betrayed and will take revenge.

Signs: The client tells everyone how good you are.

How to work with Loyal Clients: Be sure to show loyalty in return – give your loyal customer bonuses and other goodies. Be very careful in consulting – double-check the answers and carefully understand the details of his questions. Work with them as with a VIP client – send verified couriers, let’s take part in testing beta versions of the application, switch to the best operators.

Such clients can be cited as an example for free internal and external PR. For example, tell the rest of the company how customers praise your product, love your customer support, and how great you are. And to receive new orders – ask the client for permission to share their review with

Bad Example

C: Thank you very much for your consultation! By the way, I recommend you all!

S: no answer

Good Example

C: Thank you very much for your consultation! By the way, I recommend you all!

S: We are glad to hear this! We are doing our best for you ❤️ Write if you have more questions.

Final Thought: how to establish contact with any client

And finally, we will share with you 4 universal rules of communication with any client 🙂

Mirror. Use the same vocabulary and tone – always one tone higher. If the client is positive, use emoji, if sad, sympathize and cheer

Neutralize. If the client talks a lot, answer shortly, quickly, and to the point. If the client curses – answer calmly and kindly and if they are confused – phrasing answers in a structured way.

Join. Let them know that they are absolutely right. Team up with them against the problem.

Reinforce. If the client shows loyalty to you, they can become stronger with the good impression with bonuses and other goodies.

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Date
July 5, 2021
Author
Sunny

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