Summary

Chapter 10: Communication Skills 7and the customer’s time on troubleshooting the problem. Do not take any comments personally,and do not retaliate with comments or criticism. If you stay calm, finding a solution tothe problem remains the focal point of the call.Just as there are many different computer problems, there are many different types of customers.The list of problem-customer types described in the following sections is not comprehensive;often a customer can display a combination of traits. You need to recognizewhich traits your customer exhibits. Recognizing these traits will help you manage the callaccordingly.Talkative CustomerA talkative customer discusses everything except the problem. This kind of customer oftenuses the call as an opportunity to socialize. It can be difficult to get a talkative customer tofocus on the problem. Table 10-3 lists dos and don’ts for dealing with a talkative customer.Table 10-3DoDealing with a Talkative Customer Dos and Don’tsDon’tAllow the customer to talk for one minute.Gather as much information about theproblem as possible.Politely step in to refocus the customer. Thisis the exception to the rule of neverinterrupting a customer.Ask as many closed-ended questions asyou need to after you have regained controlof the call.Encourage non-problem-related conversationby asking social questions such as“How are you today?”Rude CustomerA rude customer complains during the call and often makes negative comments about theproduct, the service, and the technician. This type of customer is sometimes abusive anduncooperative and is easily aggravated. Table 10-4 lists dos and don’ts for dealing with arude customer.