Customers are not white and fluffy creatures. If a person is in a bad mood, the customer service manager can give it his all, but he will still be dissatisfied. Such individuals require incredible patience and take up an unreasonable amount of time.
How to work with them:
Client "I want everything at once"
Buyers of this type do not take into account real deadlines, demanding that the work be done faster. But accelerating the pace has a negative impact on quality. For example, plaster for painting should dry for 7-10 days. If the customer is in a hurry, the plaster will crack.
The task of customer service is to explain in detail to the consumer all stages of the process and the reasons why each of them requires a certain amount of time.
Client: "I came to you out of pity"
The buyer emphasize jamaica email list that he contacted you and not the competitors. He puts pressure on you, trying to get a discount.
An experienced customer service manager will confidently list all the advantages of the company over its competitors, reminding that for this price the buyer will receive a guaranteed quality product, while competitors, attracting customers with low prices, do not provide such guarantees.
Client : "I want to make sure everything is okay"
These types of people are constantly calling customer service representatives to make sure the job is done well. It is important to set firm boundaries and explain why the customer can trust you.
Tell them that the company has been around for many years, the technologies have been tested and are monitored by specialists at every stage. Make it clear that by interfering with the process, the client is only delaying the completion of the work.
Calendars
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"Busy" client
Discussing the terms of a deal with such a person takes a lot of time. He repeatedly changes his mind because he cannot make up his mind.
When communicating with such a customer, the customer service employee must make all decisions and agreements in writing, save online correspondence. It should be insisted that the company does not proceed to the next stage of work if the previous one has not been officially agreed upon.
"Indecisive" client
The consumer is concerned about whether he is overpaying for the product (service), so he hesitates for a long time to make a purchase. The job of customer service is to convince the customer of the excellent quality of the product.
In such cases, you shouldn't insist. Tell him that he should make such an important decision himself.