From the course: IT Service Desk: Customer Service Fundamentals

Unlock the full course today

Join today to access over 22,600 courses taught by industry experts or purchase this course individually.

Customer behavior profiles: Impassioned

Customer behavior profiles: Impassioned

From the course: IT Service Desk: Customer Service Fundamentals

Start my 1-month free trial

Customer behavior profiles: Impassioned

“

- What is amazing, is that no matter what type of service desk we work in, we will all handle similar types of customers. As a technician, it's important to understand basic customer profiles, and implement strategies that will help us better manage our customers. By understanding behavior, we can look for commonalities, and determine how to best handle the customer. The first profile we will review, is the impassioned customers. Impassioned customers are those that are at a heightened emotional state, literally crying and upset, or just really passionate and intense about what's currently happening in their situation. Let's listen to an example. - My system just crashed while I was inputting the data into the database and now it's corrupt. The report is already late, my boss is all over me about it. This software never works! You guys push out these buggy updates all the time and this time, you're going to get me fired. - So as we can hear, this customer is impassioned, and need…

Contents