Different Types of Callers and How to Connect With Them
When you run a business, you can expect to receive calls from many different customer types. Each personality requires different communication skills, and with the right understanding of these various types, you can handle every call effectively and professionally.
Types of Customers and Personalities
While every person has unique needs, you can generally fit callers into one of the following categories based on how they interact with you on the call.
The Confused Caller
A confused caller might be reaching out to your business for a wide range of reasons. They might be an existing customer or client who needs help understanding a new service, a recent payment or an online platform your company offers. Whatever the reason, confused callers are looking for answers.
Sometimes, these callers will come to you with plenty of questions. Other times, the caller will be confused enough that they aren’t sure what to ask. In this case, it’s up to you to ask the right questions to figure out how this person needs help. The two most important aspects of dealing with a confused caller are remaining patient and delivering clear directions. These calls might take some time to work through, and you have to show these customers you’re willing to give them the time they need.
The Curious Caller
These callers are typically potential clients wanting to learn more about your business. Like the confused caller, they’ll likely come prepared with a lot of questions, but they usually know what they’re looking for. The core desire of the curious caller is deciding if your business meets their needs.
Your role in this type of call is to answer the caller’s questions confidently. It’s possible that your business may not be what they’re looking for, but giving clear, comprehensive answers to their questions will help them make a decision as well as put your business in a favorable light.
The Angry Caller
The angry caller is most often a current client or customer who is upset with something your company has or hasn’t done. Sometimes, angry callers may get in touch after you’ve only made one mistake on your end. Other times, your business may have repeatedly let this customer down, which led to anger.
Regardless of why the caller is angry, they might raise their voice or even try to intimidate you over the phone. The key is to remain calm and listen to them. Validating a client’s feelings and being willing to make things right can be a huge trust-builder.
The Frustrated Caller
The frustrated caller is often a less extreme version of the angry caller. Your business may have made a mistake that’s leaving the caller frustrated, or they might be facing some external pressures they’re bringing to the call with you. These callers may not raise their voices, but they may be a little combative and require more explanation.
Showing your frustrated caller respect and care is an excellent way to lower their temperature and get them to a good spot for chatting about their needs.
The Calm Caller
The calm or pleasant caller can be a potential or returning customer. These personalities are easy-going and simple to interact with. These callers may have a complaint, but they handle it pleasantly and communicate effectively. Calm callers are the ideal callers for your office, and you may interact with them often. Bear in mind that, depending on the type of business you run, the calm caller may be rarer than other types of personalities.
Customer Communication Solutions for Every Personality
Communication is key over the phone, regardless of the kind of caller you’re interacting with. While each caller may have a unique set of needs, you can generally count on the AVERT approach for every personality. AVERT stands for:
- Appreciate: When a caller tells you their problem, be appreciative of the feedback. Showing gratitude to your caller is a great way to de-escalate anger, and it shows you’re willing to listen to the problem. You can also convey appreciation when your caller points out mistakes that you may not have noticed. This appreciation signifies that you’re willing to take accountability for the mistake.
- Vent: Give your caller space to talk about what’s frustrating or confusing them. It’s important to be patient when a caller is venting to ensure they feel heard and are able to communicate the causes of their emotional experience.
- Emotion: Show your caller you value their emotions by validating what they tell you. For example, when a caller is confused, you can say, “Yes, our system can be confusing sometimes. I’m happy to walk you through it.” A statement like this shows that the caller’s emotions are reasonable and acknowledges that you’re willing to help them through it.
- Resolve: Every client or customer calls with the intent of having their problems solved. Make it a point to understand each of the issues the caller is facing, and find ways to solve them during your conversation. Before ending the call, ask if the caller has anything else that needs resolving to ensure you’re acknowledging every challenge.
- Time: Solving callers’ problems requires devoted time. It’s important to remain focused on the caller’s issues to resolve them effectively. Take as much time as the caller needs, but you’ll also want to make it a point to keep the conversation on track.
The Power of Personalization
If you’re searching for customer service improvement strategies, consider integrating personalization. Personalizing the call experience can mean a few different things. It may mean referring to a caller by name and referencing previous conversations to show you’re developing a relationship.
Personalization can also connect back to data. By learning about customers through data collection, you can better understand which solutions will solve a caller’s needs. Collecting survey information at the end of a call is an excellent strategy. Ask questions like, “What was your reason for calling today?” and “Was your problem solved over the phone?”
Multilingual Support
Another consideration to boost your customer communication is offering multilingual support. Being able to talk to a caller in their preferred language makes it much easier for them to voice their concerns and for you to understand their needs. Consider the demographics in your area and what kind of language support could be useful for your callers.
Elevate Your Customer Communications With AnswerHero™
AnswerHero™ provides contract-free call answering services to help businesses like yours communicate with your customers effectively. Our services are 100% bilingual to ensure you can understand your Spanish-speaking callers. Plus, our agents are trained to de-escalate conflicts over the phone with the utmost professionalism. Explore our plans and get in touch with us today.
