Characteristics Of An Assertive Customer

* Talks business
* Wastes no time in exchanging pleasantries
* Does not believe in relationships
* Straight forward and logical approach
* Might demand unusual favors
* Quick to show authority and demands a quick redress to his problem
* High rate of speech and to the point.
E.g.
I want it fixed now.
I don’t want to know how or why, BUT JUST GET IT DONE.
I can’t wait. Get me your superior.

Demanding customer

* Complains about waste of time, money and the inconvenience caused.
* Interrupts often
* Threatens if they don’t get their way.
* Demands immediate solution and does not tolerate delays
* Has a superior attitude.

Agent skills required to deal with assertive/demanding customer

* Listen and get details – He is a perfectionist. So listen carefully and note down the details accurately as this customer would lose his cool if asked to repeat information.
* Ask close-ended questions – to stop the customer from arguing and to take control of the call, ask maximum as many close – ended questions as required. Keep non-business conversation to a minimum.
* Relate to the customer – be courteous, but make no commitment. The details the customer provides should be cross checked to arrive at a solution. If it takes time, ask for time politely or seek permission to call back.
* Be objective and professional – don’t get affected by the customer’s emotional state. Be polite, courteous and assertive.
* Be direct – the agent’s assertiveness should be just a level below the customer’s. Match the customer’s style of communication without competing with it.
* Pamper – it helps to pamper this type of customer a little bit.