5 Types of Customers & How to Deal With Each
As a Customer Success Manager (CSM), you are going to encounter many different types of customers and personalities along the way. In order to be effective, you need to be able to quickly identify what type of customer you are talking to and how you should handle them.
In making customers more successful CSMs play a very important role. Customer segmentation helps CSMs in managing customers, since it gives a clear picture about the customers who need the most attention, depending whether they are red or green(on the CS dashboard). Through customer communication, CSMs get to know about customer satisfaction with your product or service. A CSMs role is a customer focused role, they have to understand the customer needs and define them clearly. The prime requirement to do justice to this role is the ability to listen. Listen to both – complaints and compliments.
Customer satisfaction survey questions for the service industry are very important. It helps the company identify its loopholes and improve its shortcomings. Customer service skills come in handy in dealing with any type of customer.
This infographic offers five common types of customers a CSM will come across, and tips on how to deal with each.
1. Potential Customers
Customers who just learned about your product and may be considering purchasing yours.
How to Deal: Show them what your product does clearly and how they can directly benefit from your product. Put in efforts to generate interest in your product, so that they end up selecting your brand.
2. Repeat Customers
These are the most loyal customers – the ones who have already seen value in your product and want to continue using it. Customer loyalty is a result of a great product and extremely good service.
How to Deal: Make it clear to them that you value their business and find ways to add greater value. Make use of every opportunity to understand their needs and introduce them to features in your product, which simplifies their work.
3. Ready-to-Buy customers
These are customers who have basically made the decision to purchase from you.
How to Deal: Make the purchasing process as seamless as possible. A complex or lengthy process could cause the customer to change their mind.
4. Bargaining Customers
They are always trying to negotiate for lower prices, discounts and better deals
How to Deal: Identify the lowest price you are willing to offer beforehand.
Do not go below that price, hold your ground and show them how your product is worth more than its price.
5. Indecisive Customers
These are customers who say that they really want to buy your product, but they keep putting it off for later
How to Deal: Emphasize what makes your product different from competitors. Consider giving them a limited time discount or offer to push them to buy. Draw them out of their indecisive state by making them realize how they can really benefit from your product.