4 Communication styles typical among customers

4 Communication styles typical among customers

Faith Ocampo Published on April 11, 2016

businessman-holding-landline-telephone-tightly

Call center agents must familiarize themselves with a customer’s unique communication styles so they can respond to queries more effectively.

Much of the success of customer service depends on how well agents can handle difficult conversations. Characterized by lots of confusion and unproductive dialogues, these types of transactions slow down problem resolution.

Sometimes, though, it’s not the agents’ insufficient product knowledge or the customer’s stubbornness that gets in the way of successful transactions. It may be that the call center agent and the customer are not communicating on the same wavelength. In such cases, even when customer service reps do their best to connect with the caller, it can be challenging to achieve a common understanding.

wide-eyed-shocked-female-customer-service-agent

The solution is to train your agents to quickly assess how a customer communicates. If they can do this, they can respond in ways that will please the customer.
Here are the four typical communication patterns among customers and some tips on how to handle them.

1. The controlling customer

 

frustrated-businessman-on-the-phone

It’s easy to spot the controlling customer because they’re bossy and demanding. They want the call to be over as soon as possible, so give them the facts right away. However, try not to focus too much on the small details, and just provide enough information to allow the customer to understand the big picture.

To communicate effectively with this type of customer, agents must be able to think on their feet. Because they’re likely to raise objections, be prepared to solve them on the spot. The trick is to let them feel that they’re in charge and they’ll cooperate with you.

2. Talkative and enthusiastic

 

female-red-head-gossiping-on-the-telephone

These customers are extroverted and very sociable, which means they can talk nonstop and thus often go off-tangent. Although they’re friendly, the agent may have a hard time holding their attention and making them focus on the subject being discussed.

To avoid unnecessary dialogues, call center agents can capture the attention of these customers using creative techniques. For example, they can offer an interesting story of their own to illustrate possibilities, pros and cons, and possible solutions to a problem.

3. The detail-oriented caller

 

businessman-explaining-on-the-phone-outdoors

Aside from wanting all the details, this caller is focused, contemplative, and extremely frugal. They place the biggest value on specific facts, because for them, it’s impossible to understand something without taking into account all information relevant to the topic. They think through every purchase decision, as they want to get the most value out of their money.

To get on their good side, agents must demonstrate remarkable product knowledge. Charts, lists, or graphs can also help, as these customers are very organized and logical.

4. The calm and collected

 

Asian-woman-finger-to-lips

When a calm and collected customer calls, you need not be scared of having to go through difficult conversations yet again. They’re very patient and open-minded, although they can get emotional when they try to reach a decision.

To successfully assist these customers, avoid being pushy or aggressive. Don’t pressure them as they make decisions, but do constantly reassure them that they’re in good hands with your brand.

Customer engagement suffers when agents and customers fail to reach a mutual understanding. By familiarizing themselves with the different communication styles of callers, agents will become more adept in maneuvering conversations. This will allow them to solve problems quickly and close great deals.

Faith is a digital media enthusiast aiming to become an active part of the tech world by sharing her insights. She likes to blog about everything digimarketing, technology, and social media.

Leave a Reply

JOIN US ON FACEBOOK
Open Access BPO
Open Access BPO2 days ago
Effective communication goes beyond simply using the same language as your consumers. That is why companies outsource their #multilingual #CallCenter: to have the ability to provide the kind of support consumers understand.

Read more on adapting the right language to build customer rapport: https://zcu.io/IMsh

#WeSpeakYourLanguage #CustomerService
Open Access BPO
Open Access BPO3 days ago
Unsure of how to improve customer relationships? Check out this overview of generational preferences to understand what influences your customers' decisions and how to meet their needs: https://zcu.io/AygQ

#WeSpeakYourLanguage #CustServ #CustomerSupport
Open Access BPO
Open Access BPO6 days ago
Unexpected interruptions in your #CallCenter operations can cost customers' trust and your brand's reputation. Discover how smart #offshore redundancy can mitigate these threats: https://zcu.io/8Vtz

#WeSpeakYourLanguage
Open Access BPO
Open Access BPO1 week ago
Businesses need to understand what drives customer expectations to satisfy market demands. Consider these factors to build a better #CustomerHappiness strategy: https://zcu.io/NhP9

#WeSpeakYourLanguage #CustomerService
Open Access BPO
Open Access BPO1 week ago
Successful #CustomerService training programs help agents provide support consistent with the client's goals and values. At Open Access BPO, we look out for these mistakes to optimize our #training programs and ensure #EmployeeGrowth: https://zcu.io/zsfK

#WeSpeakYourLanguage
Open Access BPO
Open Access BPO1 week ago
Ensure business growth and program deployment by choosing the right outsourcing company to back up your #CallCenter processes. See how Open Access BPO effectively launches client programs with its flexible #outsourcing implementation approach: https://zcu.io/1EtL

#WeSpeakYourLanguage