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Different types of Customers 

Demanding Customers- Direct, creating urgency, not caring for details but for immediate results.

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Influential Customers- Interactive, social, persuasive, focused on talking with people.

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Steady Customers- Reserved, disliking change, looking for assurance, comfort and security.

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Complient Customers- Conscious about rules and regulations, guarantee, looking for proofs and research evidences.

How to deal with different types of customers 

Demanding Customers -Priorities their demand - Solve their problems - Serve them within the stipulated time frame

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Example of demanding customer 

A customer calls at Hp because his laptop was not functioning properly he was very angry there Mr. vivek kumartried to placate the person and said sir we are sorry for the inconvenience we are sending our technicians at your place they will be there within an hour and this was the way they tackled the situation

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Influential customers -Talk with them -try to move the discussion towards Business -Try to finish the discussion as soon as possible

Example of influential customers 

In ING LIFE INSURANCE CORPORATION there an old man(customer) came who was having his daughter and son in law in united states he wanted the ING people to send the receipt of the insurance policy at his daughter place whereas Mrs. Divya said that there company operates in India, they cannot send the receipt across. Still the old man use to come and asked for the same,and in the mean time he use to discuss about his family he was an influential type of customer. At times it so happened that he disturbed others staffs as well at their there work time with his personal talks. there Mrs.divyasaid sir please give your daughters email id we will send her the soft copy of the receipt this was how she tackled an influential customer

How to deal with different types of customers (continued) 

Steady Customers – - Give proper explanation - Give full Details about the product - Solve the problem as soon as possible

Example of steady customers 

There is a policy in ING LIFE INSURANCE CORPORATION which is known as UNIT LINK POLICY this policy is subject to market risk as now the market is down so many of the customers loosed their money in such circumstances few customers become aggressive they said that LIC never do this(these customers are loyal customers of LIC they do not want to change even if they try to change they are not satisfied with the change). There Mr. kailash showed the documents to the customers where it was written that this policy is subject to market risk and at the same time tried to convince them that soon market will recover and they will get their return so that the company do not loose their customers.

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Compliant customers- Talk to them in terms of law - Give them assurance - Give them full details

Example of Compliant customers 

The corporate people says that its really good to deal with compliant customers as they are very clear with the rules and regulations they are cautious customers when such customers buys products of insurance the insurance company simply handover the documents to them they read it and take their own decision

Respondents 

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Mr. Vikas kumar sharma - Hewlett packard Banglore (Senior technical coach) Mr. Nitin kumar- Hewlett packard Banglore (Response center analyst) Mr. Vineet kumar- Hewlett packard Banglore (Customer relation) Mr. Rishi verma- Hewlett packard Banglore (Support engineer) Mr.Manish kumar-Simplex construction infrastructure (Project manager) refinery

Respondents (cont)  

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Mr. Kausal kashyap- Simplex construction infrastructure (junior engineer) refinery Mr. Aditya kumar - Simplex construction infrastructure (Project engineer) refinery Mr.Harsh verma - Simplex construction infrastructure (supervisor) refinery Mrs.Divya sharma- ING Insurance Company (Team leader Customer service deppt) Mr. Kailash - ING Insurance Company (Senior manager)

Thanking you By - Shreya

Shreya Roll no.08DM103