Customer Types
Name 2 out of the 4 customer types
1. Strength
2. Detail-Oriented
3.Relationship
4.Entertain
What are the two different types of hold we have?
1. Open Hold
2. Close Hold
What is tone?
•Rhythm, Cadence, and Volume
•Facial Gestures and Body Language
•Checking for understanding and Pausing
Give an example of what a STRONG customer type
•Takes control
•Short Answers
•Straight to the point
•Gives you the information
Close Hold
What is attitude?
•Be Positive and Upbeat
•Natural and Personable
•Be Professional
•Learn to Adapt
•Sincere and Empathetic
Give an example of a DETAILED ORIENTED customer type
•Asks many questions
•Reverifies information
•Wants reassured that they are taken care of
What is an open hold?
•This hold is used when you need 30 seconds to a minute to review information
•Advise the caller what you are doing and that they may here some silence on the line
•You may be silent on the line for up to 30 seconds then you must break your open hold.
What is positive phrasing?
Is a helpful tool and can correct an issue without being disruptive.
By presenting the issue in a Neg+ Postitive + Neg formula.
Give an example of a ENTERTAINMENT customer type
•Gets off topic easily
•May tell a joke or make light of the situation
•Laid back and in no rush
What must you do after 3 minutes in the close hold?
Touch base again with the caller and advise them that you are still looking into it.
What must you remain at all times?
Professional, Polite and Courteous
Give an example of a RELATIONSHIP customer type
•Gives back story to the problem at hand
•May give personal details
•Tells Stories
•Not in a rush
What is a close hold?
•This hold is used when you need up to 3 minutes to review the information
•You will advise the caller what you need to do and place them on hold
•Hold must be broken at 3 minutes
Rephrase the statement using positive phrasing:
- I don’t think we can / I don’t know
-To find out, I am going to double check with my office manager for you.
-That is a great question, give me a moment to find out for you.