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
Confounding Type Customers
The Complainer
Like a Nitpicker, the Complainer needs to find fault. This type can see a problem in everything and need to tell someone how they have been wronged.
How to approach:
Nod, be sympathetic and listen. You're going to need to take deep breaths and just get ready to listen. They just want to be heard. Yes, they are slowly sucking out your will to live. But just listen. You can do it.
Tips and solutions:
A great tactic to help mediate the Complainer is getting a manager involved. They want to discuss their issues with the boss, and that's okay. Your boss gets paid for listening to that. If you are the boss, sorry, but it’s part of your role. Just listen and remember they want an apology. This is they feed, and you are their prey as a manager. Sorry!
The Litigator
"I'm calling my attorney" is this client's favorite phrase. Nothing makes them happier than flexing their desire to litigate you or your company. The very worst of the Litigators work for a legal office. They aren't often attorneys themselves, otherwise they'd know how much money and time lawsuits waste.
How to approach:
Use extreme caution. They think everything is evidence and my record conversations. They work any angle to sue. A Litigator needs resolution to feel like they are right.
Tips and solutions:
Ask them "How can I make this right for you?" A sincere apology or refund may suffice. If they truly want to sue you it will waste your money in time and legal fees to handle it.
Pro tip:
A attorney's letter may stop the Litigator but you need to make certain you are in the right.
The Misidentifier
The Misidentifier is confused and may be reviewing the wrong company. They honestly cannot tell the difference between your business and another's. Simply put they made a mistake.
How to approach:
They generally aren't malicious. Point out that you've never had contact with them in a professional manner. Communicate with them as normal clients and good, friendly customer service. Who knows, maybe your business name does sound like another. Mistakes happen.
Tips and solutions:
Ask the Misidentifier to remove their online review(s). Let them know they have reviewed the wrong company.
The Misinterpreter
The Misinterpreter simply doesn’t understand things the way they are being presented to them. Often, they are extremely poor listeners. Sometimes it comes down to poor communication between you and the client. Communication is a two-way street, and businesses can fail at it as well.
How to approach:
Be clear and concise when conversing with them. You need to be willing to take the time to try effectively communicating with them to see each other's point of view.
Tips and solutions:
Repeat yourself, while also trying a different way of saying the same thing to the Misinterpreter. Usually, you are dealing with a communication barrier of some sort. Often, finding a coworker who may communicate better with the Misinterpreter is best.
The Nitpicker
This client finds fault in anything. They could be staring at a magical unicorn, and they would criticize its horn. Seriously, your horn really is too sparkly. These people tend to just be half-empty, critical humans.
How to approach:
If you approach the Nitpicker in the wild, be brave. They will criticize you. You cannot please them. They are always finding fault.
Tips and solutions:
Put on your big person pants and try not to take anything they say personally. Apologize within reason but know that there is very little you can do to fix the Nitpicker's issues. Just smile, apologize and hope for the best.
