PostieDex: PostBack's Guide to Customer Types
Note: PostBack’s Guide to Customer Types is compiled advice from seasoned Customer Service Representatives and Managers. It should be used as reference material. PostBack is not responsible for how you conduct your own business. These tips are meant to help you navigate your amazing, and sometimes not-so-amazing, customers.
Select a PostieDex customer type to get started:
Kind Type Customers
Well-mannered, kind people who bring the very best of experiences in a business setting
Phantom Type Customers
You may never have seen these customers in the first place, or they have simply disappeared
Deceptive Type Customers
These customers bend the truth, often trying to get around laws, rules and policies
Confounding Type Customers
Unpredictable individuals who make commerce interactions quite stressful
Combative Type Customers
Aggressive clients who express their dissatisfaction with physical or verbal violence
Combative Type Customers
Warning: We at PostBack do not condone any acts of violence. The following types of customers can be unsafe. If you ever feel unsafe in the workplace you should seek assistance from the authorities. Please do not put your life at risk.
The Abuser
This client yells, calls names, or even enacts physical violence on you or people surrounding them. Sometimes they even abuse their family members in public settings, and it is up to you to alert authorities.
How to approach:
DO NOT under any circumstances engage with an abuser. Call the authorities. This type of client is the person you hear about having a violent incident at a public place on the news. You don’t want to be the subject of that rage.
Tips and solutions:
Make sure you document and train all staff to avoid Abuser clients. Keep them on a Watchlist. You should fire these types of clients. Send a letter as you don’t want to incite rage on your physical premises.
Pro tip:
Report this type of client to the relevant agency in your area for assistance: local police, child welfare, senior welfare, animal welfare.
The Profaner
This client has a potty mouth, and doesn't let language slip in front of your but will swear directly at you. There is a difference between talking like a sailor and being called a "blankity blank."
How to approach:
Take a deep breath and DO NOT swear back. Always stay professional and keep calm when dealing with the Profaner.
Tips and solutions:
Be honest. Try using phrases like: "Please do not speak to me like that" or "If you continue to swear at me, I will stop this interaction immediately." It is okay to create boundaries. Remember boundaries just mean that you matter as well.
Pro tip:
Keep this kind of client on your Watchlist.
The Hatemonger
This Hatemonger will say racial, sexist and homophobic slurs directed at you or just around you. They are uncouth and generally cannot help themselves, or don't care.
How to approach:
Always keep professional and approach with a stern sense of decency. Sometimes they will realize how inappropriately they are acting if you don't sink to their level. But, don't keep your hopes up. You can't generally retrain them into being kind.
Tips and solutions:
Keep acting professional. If the Hatemonger keeps going, call them out on it. "You cannot use such hateful language in my place of business." This is another client type that should be fired.
The Security Issue
This client has severely crossed the line. If you feel unsafe, get assistance from a manager or authorities. This is the client that you have had to call the cops on.
How to approach:
DO NOT ENGAGE with the Security Issue and put yourself in harm's way. Keep yourself and your staff safe and call the police.
Tips and solutions:
The only solution to the Security Issue is to involve security, police and other authority figures. Best practice is to get out of your physical space as quickly as possible. You may need to leave it to the authorities to do that. After the incident, it is highly recommended that you fire this client in writing whether that be email or post.
