It’s not easy being a call center agent. Making and receiving calls to customers all day can be quite tiring. More so when interacting with difficult customers. That’s why we provided several ways to provide customer service to further equip you in giving better customer service to difficult customers:
1. The Complainer
People will always find something to complain about. It’s a frequent occurrence in the call center industry. These are the customers who always have something negative to and isn’t afraid to be vocal about it.
Solution: A good call center agent know they can’t please everybody. You can, however, do your best at serving them. Pay attention to what they’re saying and show that you’re listening to every word they’re saying. Don’t make any excuses because that’ll just set them off. Instead, just respond calmly and take note what’s being said and serve them at once when you provide customer service to them.
2. The Expert
At some point in customer service, you will cross paths with a know-it-all. They think they know everything about the business and its product or service. Yet some of the facts they tell you are not true. They think they’re always right. They also tend to talk a lot and may come off as condescending and rude.
Solution: The best way to deal with this type of difficult customer is to let them talk. You should provide positive feedback to their concerns. Then, explain how the process actually works from the way they thought. And if they still think you’re wrong, send them some research and information to make them believe you.
3. The Overly Agreeable
These are customers who are hesitant and always say “yes.” These people are usually taken by surprise and are feeling overwhelmed. They’re afraid of making mistakes and are often cautious.
Solution: Handling an agreeable customer requires sensitivity. You have to talk to them calmly to not make them feel they’re being backed into a corner. Not doing so feels like they’re being forced to make a purchase. Ask questions that will make them give specific answers to what they need. Patience is key in order to provide customer service.
4. The Staller
This type of customer is often indecisive because they don’t know what they want. They waste a lot of time trying to make a decision. They ask questions upon questions but still can’t make a purchase. Which is a little frustrating, even with all the information you’ve given them.
Solution:Ask specific questions to learn what the customer needs. Afterwards, provide them with choices. Giving them options can help you narrow down the required solution.
It’s vital to call center agents to be well-equipped in providing customer service. Particularly when it comes to difficult customers. In Global Innov8ion, we train our agents to excel at what they do to deliver quality customer experience. For professional call center agents, contact us at email@example.com for more information.