How To Deal With Time Vampires and Information Junkies
One of the things that makes customer service so challenging is the wide variety of difficult customers that are out there. Few are more challenging than Time Vampires and Information Junkies.
What are Time Vampires and Information Junkies?
These are the customers who just can’t seem to get enough information from you. Their endless series of questions and desire to talk eat up huge amounts of your time – which can be particularly frustrating when you work in a busy environment.
Why do these customers take so much of your time?
Why do customers do this? There can be many reasons, of course, but it’s usually one of three things. The first is that your customers aren’t yet comfortable with your responses. They’re looking for reassurance that they’re getting the right information and making good decisions.
The second reason is that they don’t know what they don’t know, and may not be entirely sure what they need help with in the first place. They are attempting to determine their own needs by trial and error.
The third reason is, quite simply, that they are interested and enjoy talking with you. Although sometimes inconvenient and a little frustrating, that’s actually a good thing.
How to speed things up with time vampires and information junkies
Whatever the reason for their behaviour, the solution is the same – you need to take control by asking relevant, directed questions. The skill of answering customers’ questions with directed questions of your own is one of the most valuable you can master. It helps you maintain control of interactions, and reassures customers that you care.
For example, if your customer asks, “What’s the difference between these two things?” you might respond with, “There are a number of differences. What will you be using it for?” The customer goes from asking questions to answering questions, and you’re now in a better position to help them.
When you start asking questions, you build your customers’ trust, and you come to a resolution more quickly.