Customer Description
The customer feels that the product or service they have purchased has not met their expectations. They may have felt disappointed by the company they had trusted and therefore do not return to make a purchase.
Dissatisfied or Unhappy Customer
Do not fall for provocations.
Maintain a calm, cordial attitude, request respect, and give a brief presentation of your proposal. Demonstrate authority and control because you are an expert in resolution.
Handling a Rude Customer
A customer raises their voice and makes offensive comments towards the customer service representative.
Rude Customer
They don't trust you very much and tend to ask a lot of questions before taking the final step. They will almost always question your recommendations or opinions.
It is likely that another CSA or supervisor made them a promise that was not fulfilled.
Skeptical Customer
Do not become desperate or rush to provide important information.
Reinforce empathy and try to connect with the customer because it will lower their level of unease.
If the solution cannot be immediate, explain the reasons clearly.
Handling an Impatient Customer
A customer asks multiple questions about warranties and return policies before making a decision from the options offered by customer service.
Skeptical Customer
They don't have to be annoying since they are simply claiming something that is often logical. Sometimes they may ask for impossible things or something that is beyond our reach.
Demanding Customer
We must listen patiently and attentively to determine if what is being requested is feasible or not.
If they are requesting something that a customer can demand, we should grant it as they are entitled to it. But if what the customer is asking for is beyond our reach, we should empathetically make them aware of it.
Handling a Demanding Customer
A customer requests a refund without return because the product they bought did not meet their expectations.
Demanding Customer
They are aggressive customers, individuals who are continually in a bad mood and seek an argument with you over something that may have happened and they did not like. On many occasions, they can be offensive.
Rude Customer
Offer all possible information, without hiding anything, showing the company as transparently as possible.
Speak confidently to convey it to the customer.
Handling a Skeptical Customer
A customer demands a quick response and becomes frustrated when they have to wait on the customer service line.
Impatient Customer
They are people who do not want to waste time or tolerate mistakes. They can be difficult to deal with and require everything to be explained to them in a very clear, graphic, or with very practical examples to prevent their unease from escalating.
Impatient Customer
Active listening should be used, avoiding jumping to conclusions and asking relevant questions to ensure that you have correctly identified their problem. Do not interrupt the conversation and show empathy.
Handling an Dissatisfied or Unhappy Customer
A customer complains that the product they bought is not working as expected and expresses their disappointment with the company.
Dissatisfied or Unhappy Customer