Types of Customers

A Customer can be defined as one who utilizes or intends to utilize the product or service offered. So, a prospective customer is equally important to the company as the present one.
In an in-bound call, a customer usually calls when he has a problem with the company’s product. Therefore it is very important to solve the issue as quickly as possible. At times, when a customer dials in, he is angry or frustrated. But this should not be taken personally. He is only exposing his frustration over the condition he is in. If you were in his position wouldn’t you be frustrated? According to surveys 90% of customers who are dissatisfied with the service received will not come back or buy again. These customers would tell at least nine other people their experience. 13% of these people will talk about this to another 20 people. No company can afford to have even a single dissatisfied customer.

Customer types

Each call, each customer is unique. Nevertheless, customers can be grouped into different categories based on their emotions, goals and tone. When an agent is able to identify the customer type, it is easier for him to give a satisfactory response. Following are the six different customer types based on their distinctive behaviors.

* Assertive Customer
* Angry/Irate Customer
* Talkative Customer
* Analytical Customer
* Passive/Neutral Customer
* Apprehensive Customer