If you are thinking of becoming a CSR, there are a lot of things that you are going to have to learn. Perhaps the most important thing you should familiarize yourself with is the various bad customers that you are going to end up getting when you become a CSR. A live chat software for website like the one offered by Kayako can help you deal with these bad customers. Until you get one you should check out the various types of bad customers below.
#1 Indecisive
This is the customer that needs you to make a decision for them, they often phone in with a question and don’t really know what it is that they want. If you are confronted with a customer like this, you are going to have to first and foremost address the fact that they are indecisive and then choose an option for them. Giving them options is just going to make things even worse for them because they would have more things that they would have to choose from, something that would confuse them a lot more than they would have been otherwise.
#2 Know-it-Alls
If you have trained long and hard to become a CSR, you would know how frustrating it can be to have a customer telling you what you already know. Unfortunately, this is a whole new class of customer, one that would call you assuming that they know all of the answers and don’t need you to tell them what they need. Dealing with them involves being as patient as possible, even though it is undoubtedly going to be extremely difficult, and offering advice that they might not have thought of, thus helping them without them knowing what you are doing.
#3 Aggressive
These loud, aggressive customers are often frustrated by something or the other and they just want to be able to take it out on you. The fact of the matter is that this aggression is unwarranted, and if your customer gets too aggressive you are within your rights to cut the call. These customers usually think that their needs are a priority and that these needs are more important than anyone else’s. If confronted with such a customer, what you need to do is stay calm and show them that you know what they are trying to say.
#4 Talkative
A lot of customers that you are going to be confronted with won’t be malicious or outright mean, they just have the tendency to talk too much. This is usually because of the fact that they are too friendly, or they don’t know that the CSR they are talking to has other things to do and needs to do more than just talk to them all day. With this customer what you need to do is figure out what their problem is and try to solve it as quickly as possible after which you are going to have the option of bidding them a good day.
#5 Impulsive
This is the sort of customer that ended up making an impulse buy only to realize that they do not quite know everything they need to about the product that they are using. This has led to them having a few problems here and there, and you would be glad to know that these problems are usually very easy to solve thus making these particular customers some of the more low maintenance ones out there. This is an important aspect of being a customer support representative and it incorporates a lot of different angles into the mix.
#6 Overly demanding
These customers are perhaps some of the most entitled that you are going to come across. They know what they want, but often times what they want is just too much to ask for. This is why you should try to reach a compromise with them, and communicate to them that what they want is beyond your powers to provide. It is going to be a tough battle without a doubt, but at the end of the day it is going to be worth it if you end up with a satisfied customer.
