10 Types of Customers in Customer Service
When you work in sales, you meet a lot of people. Some you can work well with, others not so well.
In this blog post we will talk about the different types of customers you can meet.
Recognising the right types of customers
Every person is different - including customers. To be successful in sales, you have to be able to understand and assess people. This is no easy task, because every customer is different. However, if you accurately identify the most common types of customers, it is easier to guide them on their path to becoming a customer and persuading them to buy.
10 customer types
1. The loyal
Loyal customers are the heart of any business. They are the ones who buy from you again and again, driving up your sales figures and helping you build a strong customer base. The loyal customer who has been part of your customer base for years is the delight of the sales department. However, the support team needs to know and be able to meet the specific needs of these customers. Since they already like your business, loyal customers can boost organic marketing if you can get them to share their story on social media.
But what happens when one of these loyal customers has a problem? How can you keep him happy? What do you do if he wants to cancel his subscription or complain about something? The answer is simple: you need to know how to deal with your most loyal customers.
The best way to do this is to identify the most common recurring problems and then develop solutions for them in advance, rather than waiting until something has gone wrong before trying to fix it.
2. The hectic customer
The impatient customer is in a hurry and wants to leave as soon as possible. They don't like long presentations or explanations. They want to know what they are going to get before they pay anything. You can tell them how long it will take or how much it will cost before they pay. He is interested in getting things done quickly. This means you can use time as a selling point: "We'll do everything we can so you can leave early."
3. The researcher
When you meet researchers, it is important to give them exactly what they are looking for, information. It is crucial that your representatives know the best about the products you sell, because this type of customer will ask them about even the smallest details.
Customers who do research find all kinds of information about the product they are looking for, and they don't hesitate to spend a lot of time on it. For them, every detail is important. The good thing is that they know what they want and are willing to spend more money on it. They may ask questions like, "How much does this product weigh?" or "Is there a difference between this model and the previous one?" If you know your products well enough, you can answer these questions confidently and professionally.
4. The insecure
Uncertain customers are those who are still undecided about whether to buy your product. They may be waiting for another product to come on the market, or they may simply be unsure whether or not they want to try your product.
These customers can range from "indecisive" to people who just want to wait and see. They have a genuine need for a particular product and respond well to reps giving them more information so they can make a good decision. The good thing is that uncertain customers will come back to you if they have had a good experience because they already know that you offer quality products. It is important to understand what stops these insecure customers from making a purchase. This can easily be done by asking them or reassuring them with some kind of guarantee or warranty that their purchase is protected and that you stand by your product.
5. The distanced
The detached person is usually considered the online shopper. This is a fact-oriented person who avoids unnecessary closeness, eye contact and a personal level. Be especially polite with this type of customer and provide them with understandable information such as warranty services and references.
6. The recommender
Referral customers are valuable for several reasons. First, they have a high conversion rate, so you can expect them to be a valuable source of revenue for your business. Secondly, referral customers are more likely to buy from you if they have been referred to you by someone they trust. For example, if your customer is friends with another customer who has had a good experience with your business, they will be more likely to buy from you because their friend has told them what a great company it is and how much they enjoy working with you.
When you get referral customers, it is important that you meet their expectations. Remember that their friend told them what a great business you have. So if they come in person and experience the same thing, they will tell their friends about it - and hopefully attract new customers!
7. The influencer
You probably know the customer who always agrees with you. This person is usually easy to deal with, but can also be a little frustrating. He rarely shares his own opinion, and when he does say something, you should actively listen and respond in detail to what he has to say. When dealing with this type of client, it is important that you do not take advantage of his ability to influence you, as he may resent this. Remember that it's not about the "quick deal", it's about keeping your customers coming back again and again.
8. The dissatisfied
In the customer service industry, it is important that you avoid having a customer who is frustrated or dissatisfied with your service or product. Such customers can cause serious damage to your business by telling their friends and family about their negative experience. This can lead to lost sales and bad word-of-mouth for your business.
When dealing with dissatisfied customers, it is important to be empathetic. Empathy is important because it allows you to understand where a customer is coming from and move the conversation forward accordingly. For busy support teams, it can be tempting to try and find a solution as quickly as possible. Unfortunately, this means rushing the customer through an explanation of their problem. While this may be the quickest way to understand what's going on, it's not necessarily the most effective way for everyone involved - including yourself!
9. The silent one
These are clients who don't say much but have a lot on their mind. They tend to be very focused, thoughtful and introspective. You can recognize them by their body language. They may be leaning back and listening intently or moving their hands while talking to themselves internally - or by their facial expression - they may have a focused or thoughtful look on their face while listening to you. Silent clients do not always speak up immediately.
Therefore, when they do speak up, it is important that we listen carefully and ask questions that encourage them to keep talking (e.g. "What do you mean?"). It is also important that we give them time to process what has been said before we respond with more information or a question of our own. Otherwise, it can feel like we are interrupting them, even though they are trying to process what has been said.
10. The "know-it-all"
This is the customer who knows everything better and likes to prove it. He is egotistical and self-confident, but still wants to be advised well.
Agree with him and show admiration for his profound detailed knowledge, but also give important additional information about the product. Ask questions yourself. If he can share his knowledge with others and is allowed to explain something, this type of customer feels even more comfortable in the sales conversation.
Conclusion - Know your customers as well as you can!
Customer service is all about customer satisfaction. If you have the right team that is able to deal with the different types of customers properly, you can expect great results!
Trust Prosupo to work with different types of customers.
We can help support you at all stages of the process. Contact us today to find out more.