The 4 types of customer

foreign in this week's training minute we'll look at different types of customers and their characteristics the objectives are to recognize different types of customers and show how to act when they are dissatisfied have you ever had to deal with difficult customers without knowing how to calm the situation down customer typology can help you analyze certain reactions more skillfully among the various models that of psychologist David Merrill and Roger Reed identifies four types of customer personalities driver expressive analytical and friendly the driver knows what he wants and likes to get it done quickly the expressive is emotional and social they tend to be idealistic and disregard the details of everyday life analyst are fastidious in their work because they like it to be done well they can appear to be cold in their social interactions the friendly person needs to feel accepted by others and is respectful and social let's take look at how these personalities deal with difficult customers let's also distinguish how to act in these situations the driver type customer can get angry quickly when the job isn't done properly they think they know how things should be done to ease the tension you need to show them that you are committed to doing things right it's very important to respect your commitments the expressive customer can be touchy they may let their personal problems affect their judgment and mood although this customer may be emotional and start to vent avoid interrupting them instead show empathy as you listen the analyst customer can become difficult when convinced that there's problem they don't like it when the validity of their information is questioned when you receive criticism from this type of customer avoid reacting emotionally by taking the matter personally bring solid arguments such as evidence or statistics to back up your claims the friendly customer is rarely difficult one as he or she generally avoids conflict however when problem arises they may tend to leave the situation as it is but decide to deal with someone else next time the important thing is to develop good relationship with friendly customer let them know from the outset that you are available to discuss any problems working with difficult customers often leads to stressful experiences by using this model you'll be better equipped to adapt to different situations we have now reached the end of this week's training minute see you next week for more information on our training courses visit our website at actualization.com or reach us at 1-877-688-0101 actualization training and Consulting since 1970. foreign