Working as a call center agent can be a pretty delicate balancing act. In order to be the most successful call center agent possible, you need to have a thorough understanding of your client company, so you can best serve their customers.
But you also need to know how to handle different types of call center customers, because you never really know how a phone call is going to go.
Dealing with call center customers can be interesting, dynamic, fun, and sometimes stressful. The best way to be a master call center agent is to know how to deal with different types of call center customers.
Here we’ve outlined five different types of call center customers and some pro tips to manage them.
- The Angry Customer
We can all spot an angry customer a mile away, and usually their frustration is expressed right off the bat. As the call center agent on the other side of the phone, you may face a volley of harsh words, and it’s possible that they’re mad before you even start your conversation.
Depending on who your call center customer might be, this could be all-too-common, and most call center agents know exactly what it’s like to have to deal with an angry customer.
The best way to deal with these kinds of customers is to keep your own cool, and not let their attitude rattle you. You should know the right words and phrases to say. If you match their tone and attitude, it’s likely to only escalate the situation.
And as a call center professional, you have the tools at your disposal to handle these kinds of customers. Just remember that their anger isn’t personal, and the calmer you stay, the better you’ll handle the situation.
2. The Chatty Customer
While it may seem nice to have a sweet conversation, chatty customers are actually a big problem, because they slow down the pace of the workflow, and can put a dent in productivity. If you have an overly chatty customer, you need to make sure you’re steering the conversation.
You can politely but firmly interject if they start to go off on tangents, and make sure the conversation stays on course as much as possible.
Important Tips:Customer Service Tips for Ending a Phone Call
3. The Incorrect Customer
Many customers think they know it all, but at the end of the day, you’re the one with the data in front of you. It’s likely you’ll encounter customers who are just flat out incorrect, and who think they’re right.
It can be tough to convince a customer like this that they are indeed wrong, but that’s what you need to do. Be frank with the customer, and try to correct their knowledge as quickly and smoothly as possible, so you can move forward.
4. The Passive Aggressive Customer
This customer differs slightly from the angry customer, but there’s still ill feelings towards the call, although they’re a lot less overt. It’s likely you’ve had this call before: you can sense something is a bit off, but it seems to be pleasant enough, until the customer says something that makes you think they’re actually not as calm as they seem.
A hallmark trait of these customers is they’re not ones to confront directly, and these customers may sometimes escalate things behind your back. The best thing you can do is take what they’re saying at face value, and do your best to serve their needs.
5. The Content Customer
Content customers may be the best ones to get on the other line. They might be happy or neutral, but overall offer a positive experience.
These customers trust you to take care of their needs, and mostly just want to make sure their issues are resolved. When you have these customers, it’s best to treat them the way they deserve. You can outright express gratitude for their tone or patience, for example.