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Instruction for Support: how to work with different types of a clients
Part 1

It seems that any client is an individual, and every time you need to look for your approach. But my ten years of experience in customer support says the opposite. Each client is typical - I distinguish 11 types. Sometimes they are found in their pure form, but one client often contains signs of two or three classes. Having identified them, you can quickly sort out the situation. I tell you how to determine the type of client and communicate with each of them, give successful and unsuccessful examples of dialogues.

A Child Client
That is the client who fails. He cannot understand the application and the product, asks "stupid," in your opinion, questions like "how to go to the Internet", does not read the answers, and asks again. He complains about things that most other users do not cause problems.
Katerina Vinokhodova
Co-founder of Usedesk
Signs
In fact, in most cases, the problem is not with the client but because your product or processes are non-obvious and non-native. If you have many clients who don't understand something, this is a signal for the product. Become a caring adult next to the client, calm him down and immediately say: "Now I will help you!" If he writes to you in chat, messenger, or social networks, change the communication channel. Call and solve the problem by phone; otherwise, you will correspond with him endlessly.

There are two options for working with a child client:
Keywords: I can't, I can't, I can't, I can't.
How to work with him
Do everything for him, without explaining anything. Follow up with a structured step-by-step instruction so he can try to do it himself next time. In the instructions, explain everything on your fingers in simple words, without terms. No long sentences, just straightforward, clear, and short phrases.


Do with him - lead him by the hand along with the steps. At each stage, make sure that he did everything right. For example, «Go to the application and open the Reports section. Happened?» If he answered yes, move on. "Click on this button. Order? "Take no more than one or two steps at a time. If you describe a few steps to him at once, he will get confused.
Bad
Good
– I can't connect mail in any way.

– Here is the instruction ..

– Yes, I have already seen it, I am walking right on it, nothing happens!
– I can't connect mail in any way.

– Now we will figure it out together. Are you on the Channels page?
Unlucky client
The client on whom all the problems of the world seem to converge. He is continuously experiencing real issues with your product or service. The third time they did not deliver on time, they brought it - and there was a spoiled product, called the call center when the telephony went down and did not get through, got into the sample of customers whose application broke.
Signs
When the unlucky client comes to you again, be sure to check his story. See if he has handled the same problem before. How to solve the problem will depend on this. If he repeatedly encountered the same problem, again explain to him in detail how to use the service, what problems may lie in wait for him and how to avoid them. Be sure to show concern because he has a past issue and a whole train of troubles. All this accumulates in the soul - it is not his fault that he has such karma.

If he has already got a whole bunch of problems, please him with a bonus. Please don't wait for him to ask. If you see that there are already several problems in the piggy bank, prevent the explosion - offer compensation.
Something always breaks, malfunctions, bugs. The key phrase you can recognize: once again / again / again I have a problem with you ...
How to work with him
Bad
Good
– Once again, the delivery was canceled! What do we do?

– We apologize for any inconvenience caused. When is it convenient to take an order next time?
– Once again, the delivery was canceled! What do we do?

– We are already looking for a courier for you, there are options for 17 and 19 hours. As compensation, we made free shipping for you on this and the next order - forgive us for the mistakes.
Biz client
A client who knows how best to make a product, application, tariffs, services, support, monetization, and even how to improve internal processes. For example, they might write, "Tell your UX designer that the button on the start screen gives a low conversion because it is in the user's blind spot. This is a dark scenario for the client. "He can advise kindly, or he can make claims in the spirit of "you have this, this and this is stupidly arranged, it is not clear where such workers are recruited." He himself is an expert in his field and will mention this when communicating with support.
Signs
Collect all the client's wishes, thank them for the help, and do not argue with him in any case. If you say that your option is better, be sure to discuss and back up with facts.
Gives advice, suggests how to do better, uses professional terms.
How to work with him
There are two options for working with a business client:
Show your expertise - explain why you did it this way. For example, a client asks, «Why do you have a black screen, not a white one?», And you to him - «Because when reading from a black screen, the eyes get tired less than from a white one. We did some research and found it out.»

Open the door to the inner kitchen a little so that the client is pleased to be allowed in there and not dismissed. For example, «Yes, we have already tried this idea, tested and tests showed that it works better the way we did now. Perhaps we will try this option again in the future, but so far it is not suitable for us. Thank you for your attention to the details of the service!» or «Oh, great idea! No, we have not tried this yet. I'll tell the guys from the grocery department; they collect the wishes of the customers.»
Be sure to use terms to surprise the client pleasantly, and in no case answer stereotypically without specifying «Thank you for your wish.» It is better to tell us exactly how you work with the wishes of customers and the chance that the idea will be accepted. Join the client if something that doesn't suit him is objectively inconvenient. Do not argue that this is how it works for you.
Bad
Good
– Actually, push notifications to come in all modern applications, but you don't. What nonsense? This is the 19th century!

– All vital information for you comes in SMS.
– Actually, push notifications to come in all modern applications, but you don't. What nonsense? This is the 19th century!

– I agree with you; in fact, SMS is a temporary solution for us. In terms of our development, switch to push notifications, but, alas, this took longer than initially expected. In any case, we will implement it; thanks for marking this point. I will add your wish; our product specialists analyze the number of requests and implement what customers most often ask for.
Disjointed client
The client, who throws questions at you, writes a ladder instead of formulating in one message what happened to him and what he wants. For instance:

- Hello

- I have a question

- My payment is not working

Sometimes he can give out an emotional stream of consciousness. «This morning I got up in a good mood, and then suddenly I ran into your service. And my feelings were offended! And in general, as soon as our government allows companies like yours to work...». If he is dissatisfied with something, he will repeat the same thing until he achieves his goal.
Signs
Do not follow his lead; act as a counterbalance. He sends you a ladder; you give him a clear answer in one message. Otherwise, he will ask a bunch of questions for each message. He is a stream of consciousness to you; you are a structured response to him on the shelves. Ignore the little things and emotional sideways - answer to the point.

When you answer him, try to anticipate his next questions, consider the script and answer them before he asks. If you don't, the client will probably come back to you with a new chain of questions. For example, if a client asked what tariffs you have, give him the whole chain at once: «You can see the tariffs on the website. To compare them, put a checkmark next to the name of the tariff and click «compare». To order the tariff that suits you, click on the green button at the end of the comparison table.» Or the client asks for the address of your branch. After your answer, he will probably ask when the branch is open. To prevent this from happening, immediately tell them the address, opening hours, and phone number so that he can call and make an appointment. This will close the chain of his questions and reduce communication.

Listen carefully to the client and answer the questions posed, do not offer your workarounds. Let's say he demands to return the money to him, do not return the payment with bonuses, return the way he asks - in money. Please pay attention to all the smallest details. Otherwise, he will insist until he gets what he came for.
Shows you emotional messages with a string of questions.
How to work with him
Bad
Good
К: Hello!

К: I have a question

К: Tell me, do you repair refrigerators?

С: Yes, we do.

К: How much does it cost?

С: Depends on breakage.

К: What refrigerators do you repair?

С: Any

К: When can you come?

С: What's your problem?

К: The refrigerator does not work...
К: Hello!

К: I have a question

К: Tell me, do you repair refrigerators?

С: Yes, we have tariffs on our website - you can navigate by breakdowns and cost. We fix refrigerators of any model. Tell us what is wrong with the fridge - hums, does not freeze?

К: Buzzing and cracking.

С: Our foreman diagnoses a breakdown and will already tell you the final cost. Will be able to come tonight...
Meticulous customer
A client who very methodically and without emotion writes that you are wrong, although he does not offend you personally. It structures all messages and uses lists. Here is a typical message from such a client:

«I gave a bad mark for yesterday's cleaning because:
1. The floor was not moped.
2. The mug was broken.
3. Windows were poorly washed. I expect that the money will be returned to me immediately. Thank. Vasya.»

It seems nothing like that, but it would be better to shout. He pays attention to all the details and will tell you everything: he could not get through to you, that he waited 10 minutes for an answer, that the courier had a dirty shirt. He will write all this clearly, structured, point by point, without emotions and stream of consciousness.
Signs
Pay attention to all his comments - if he wrote something, he thought it over beforehand, so every little thing he voiced is important to him. He expects you to answer in detail all his comments and questions - don't miss anything. If he wrote that he could not get through and listed five problems with a list, immediately answer each with the same list, and do not forget to explain why you have such a long waiting time on the line. If you answer him in a formulaic way, delay the answer for several hours, or ignore at least one question from the list, you are finished. If such a client is provoked, he quickly turns aggressive.
He makes structured and unemotional claims, picking on your every mistake.
How to work with him
Bad
Good
К: I ran into your service yesterday and regretted it.

1. I couldn't create an order for a long time, absolutely inconvenient interface.
2. The courier was an hour late; there was no warning.
3. After opening the package, it turned out that this was not my order.

I ask you to resolve the issue immediately.

С: Hello! Sorry for the inconvenience. Your order, unfortunately, was lost, and we will need to reassemble it, after which we will notify you and inform the delivery time.

К: I don't need your apology! You are late, do not warn, and now I also have to wait, and it is not clear how long? Are you kidding me?
К: I ran into your service yesterday and regretted it.

1. I couldn't create an order for a long time, absolutely inconvenient interface.
2. The courier was an hour late; there was no warning.
3. After opening the package, it turned out that this was not my order.

I ask you to resolve the issue immediately.

С: Hello! Sorry, that didn't work well. According to the regulations, couriers must warn in advance when they arrive; we will consider errors and send them for retraining.

We are already reassembling the order for you and will allocate a backup courier so that he can arrive as quickly as possible; tomorrow I will write you the next delivery dates; this should not take more than a couple of days.

You mentioned that you did not like the store interface - please share the details, please, what exactly seemed inconvenient, you will help us understand what needs to be fixed so that customers will suffer less.
To be continued...
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