6 Types of Challenging Customers and How To Deal with Them | Business Tips

6 Types of Challenging Customers and How To Deal with Them | Business Tips - tinoshare.com
6 Types of Challenging Customers and How To Deal with Them | Business Tips - tinoshare.com
Customers are the real owners of your business. Why? Because they are the ones who really give you business. But what about those types of customers that are bothersome or difficult to treat, to the point that you become almost mad in your own company?

You can not afford to lose your temper with them because you lose a customer and insurance will speak ill of you. After going through few books and discussion with Restaurant, Adidas Shop Sales Manager and Hotel Front Office Manager, I came with a conclusion of the best psychological solution on how to deal with difficult customer or consumer, how to know the signs, how do behave in perfect or bad time while having a strong characterized customer. So I present below the 6 types clients/customer that cause you more discomfort and some tricks to deal with them and win them forever.


Types of clients and how to treat with them

1. The difficult client/customer

The difficult customer is demanding, they are the customer who is always complaining about everything, who always finds a defect even in the smallest detail, never satisfied, they believe they are always right, they don’t like to the contrary, and you may even catch arrogant and aggressive.

The first thing to do to deal with this type of client, is to be patient and stay calm, do not fall into provocations, nor argue.

We must show a genuine interest to them, listening carefully to their complaints and resolving them as soon as possible, gracefully accepting criticism, agreeing with them but did not really have, as far as possible to meet their demands, etc.

  • Genuine interest to them : Customers/Clients/Consumers – they want to feel like they are gaining instead of losing money. In this case, be as perfect as you can to them.

An effective way to deal with this type of clients are offering an excellent customer service, so that exceeded what they expected of us.

2. The friendly customer

The friendly customer is friendly, sympathetic, courteous customer, the customer is always that every business wants, but sometimes can get quite chatty, making us waste time.

To deal with this type of client, we must be kind and friendly with them, though always trying to keep some distance, that is, not to give too much confidence.

We must try to follow in their conversation and jokes, but interrupt politely when the conversation is prolonged too.

3. The timid client

The customer is shy introverted client, silent, in most cases, uncertain and indecisive.

This type of customer usually has trouble deciding on their purchase, so we must try to give them time to choose the right product, without interrupting or pressed. Or in any case, provide concrete products and few alternatives, so that their decision is facilitated.

Also, this type of customer usually has trouble in communicating clearly what they are looking for, so we must inspire confidence and make the right questions to help him communicate better. With simple words, ask questions to make them talk of what they want.

This type of customer, usually, a pushover, but if you got to sell a product that does not satisfy them, most likely will not come back to visit again. So we must be careful always to sell what they were really looking for, and try to ensure they have been satisfied. Never take advantage of it.


4. The impatient customer

The impatient customer is the customer who are always in a hurry, the customer who wants to enter the business, shopping and leave as soon as possible.

This type of client requires prompt attention, no matter what other customers who have been coming before him, and, generally, are tense when they do please wait.

So when dealing with this type of customer, attempt to sell or serve as soon as possible.

5. Unsafe Customer

These customers are unsure of themselves and nervous at the thought of failure or being wrong. They are difficult to manage because you control excessively. They find it difficult to trust strangers and this prevents them from forming relationships with your boss or with other executives of the organization; remain aloof. Unsafe customers can also have difficulty trusting you to addressing new and different tasks, and review their work again and again.

The solution is to create more confidence and reduce the perceived risk. This means investing more time in face to face, passing security regarding your product or provide your services, establishing different key stages of commitment, an ever increasing communication, and demonstrating absolute dependability and consistency.

6. The invader border

Such clients are not able to perceive any barrier with you or your work. They call and send an e-mail at any time of day and night, waiting for an immediate response. They can not distinguish between what is really important and urgent and what is simply “something to do”. They invade your personal life and make you feel overwhelmed and even persecuted.

The solution is it is best to make it clear your limits from the beginning of the relationship, especially if you suspect that this may become a problem. Tell him (or write): “On weekdays, we respond to emails in about four hours, unless in the case of a clearly urgent matter, in which case we will contact you within an hour. Something comes in the weekend, unless it is an emergency, we will respond on Monday morning. “

If you did not set clear boundaries from the beginning – or if you did, but the client is ignoring – it is still possible to modify their behavior without direct confrontation. You simply respond to the email sent you on Saturday or Sunday night; or send a response from a single line that says: “Steve, I will answer the first thing on Monday morning, when I get to the office.”

Also, try to set priorities on a regular basis with the client. Just say, “Mary, my priority right now is to shape the analysis that we have been working. Can you wait until Thursday.?”.


Let’s take a look at the infographic below the wonderful world of clients which teaches us to identify characteristics and care and feeding instructions.


6 Types of customers – and how to deal with them


The Timid Customer

6 Types of Challenging Customers and How To Deal with Them | Business Tips - tinoshare.com

Characteristics How to earn it
  1. He speaks slowly, softly and feel shy
  2. Gives step slow and uncertain
  3. He blushes easily
  4. Waits for others go to ask
  1. Let him speak at his own pace
  2. Don’t be aggressive
  3. Spend more time than other customers
  4. Inspíre confidence and safety


The Suspicious Client

6 Types of Challenging Customers and How To Deal with Them | Business Tips - tinoshare.com

Characteristics How to earn it
  1. Doubts everything and everyone
  2. He will try to dominate the conversation
  3. Doesn’t think in options to offer you
  4. Puts all hit
  5. He will reject even your most logical arguments
  1. Do not look pushy or argue
  2. Not affirm anything you can not prove
  3. Give the reason
  4. Try searching for common ground/sense
  5. Stay calm and ask her/him questions to find out what she/he want


The Client is Rude or Aggressive

6 Types of Challenging Customers and How To Deal with Them | Business Tips - tinoshare.com

Characteristics How to earn it
  1. Speaks strong
  2. Very offensive
  3. Shows very bad mood
  4. Dominant and aggressive
  1. Be friendly and polite, whatever he/she tells you
  2. Always remain calm
  3. Let him/her finish what he/she have to say, and do not discuss it (many times, that’s what they want )
  4. Let them see that you understand their viewpoint, and you are on their side


Impulsive or Nervous

6 Types of Challenging Customers and How To Deal with Them | Business Tips - tinoshare.com

Characteristics How to earn it
  1. Speaks so rushed and restless
  2. Moves fast and expressively
  3. Continually changing his/her mind and mood
  4. Not concentrated and may at the last moment, they take back in buying
  5. He is very impatient
  1. Show calm and smile at this customer
  2. Make slow movements but safe
  3. Answer him/her so short, but concrete
  4. Offer them if they want to have their own choice
  5. Be and do things quick


Careful or Demanding Client 

6 Types of Challenging Customers and How To Deal with Them | Business Tips - tinoshare.com


How to earn it

  1. Uses short
  2. Knows what he wants and sometimes nothing is good enough for him
  3. He looks angry, but only concerned because what he buys, be as he wants
  4. Requires accurate information and very concrete answers
  1. Avoid giving excuses and do not talk too much
  2. Give concrete answers and simple
  3. Have real solutions to what he want
  4. Show him seriousness, efficiency and interest for him and for what he needs


The Smart Client 

6 Types of Challenging Customers and How To Deal with Them | Business Tips - tinoshare.com


How to earn it

  1. He believes he is superior and sometimes aggressive
  2. He is proud and loves imposing on you
  3. He believes that knows more than you do of your own product
  4. Usually finds all fault 
  5. He wants to pay too much attention
  1. When you make a mistake, let them know discreetly
  2. Show him the solution as if it was he who brought the idea
  3. Keep an attitude calm and attentive, but don’t let dominate
  4. Nor will take away reason and disputing
  5. Show yourself smiling and keep him empathy


The Talkative Customer

6 Types of Challenging Customers and How To Deal with Them | Business Tips - tinoshare.com

Characteristics How to earn it
  1. Talks too much and in great detail
  2. Leaves no time for you to talk
  3. Although friendly, you will waste a lot of time with his talks
  4. You need to be aware of him, and it can be very heavy
  1. Answer only “yes” or “no”
  2. Be nice to him, but keeping distance
  3. Get to the point and take shape with it
  4. You must be the one to keep the leadership of the conversation


Resources to consider:





Have you ever met with one of these type of customers? How have you handled with them? Tell me about your experience by writing a comment below!

is strongly seasoned and hard-working Graphic Designer with extraordinary creative thinking and project design abilities. With 7 years experience in print and digital, including art direction, web/mobile design and consultation, illustration, packaging and copywriting/editing for clients in fashion, pharmaceutical, furniture, automotive, food & beverage, design, hospitality, financial, broadcast and NGO. I love sharing ideas and writing articles.


  1. @BartZych If you try to argue with them , I think you wouldn’t finish the conversation easily and they might get more angry and dissatisfy.

  2. @BartZych most of this type of customer might not listen to your reason or reject what you offer them. For me try not to argue with them.

  3. One of the most difficult situations for a customer service employee can happen is dealing with a difficult client . Regardless you to work in a trade or be part of the food or hospitality industry, sooner or later you’ll find yourself face to face with an angry and irate customer or simply one troublemaker. Do not be afraid, because there are many ways to calm a situation, that will keep both the customer happy your boss. You can have an attitude of “the customer is always right” and satisfy what you can, resist accepting their demands, if necessary, or simply try to reach a compromise.

    Learn to listen.
    The difficult customers do not expect all their demands are met to perfection, but simply want to be taken seriously. Pay careful attention to the customer and calmly listen to their complaints. Maintain eye contact and do not smile or make faces. Nodding when the client has a valid point.

    Try to understand the client.

    Most of the discussions between an employee and a customer worsen because there is a lack of understanding between them.
    The client may feel angry because the employee does not care enough to understand their problems. To let the customer know that you will do best to solve your problems, you will establish that you are an ally of the client and, therefore, the conversation does not have to be hostile.Say something like, “I fully understand your problem and sorry for the inconvenience.

    Together we find a way to resolve the situation. ”

    By “together”, will you make the customer know that they are a team and work together to solve the problem.
    If the client repeats his complaints, he adds a little more empathy.

    Respond with something like, “That sounds very frustrating,” or “I feel the same way if I were in their place.”
    Note that the client understand and empathize with him does not mean you do everything you want. Just that instead of being the customer against the company and you, the customer, and you work together against the company.

    Remember that other people observe their conversation.
    Imagine you have a hearing in front, to learn to calm yourself in a difficult situation. You should never let your customers see you behaving badly. Assume that the customer will to other people what happened.
    Your interactions with customers should never damage the reputation of your company, but must be an example of the quality of service you offer.

    Speak slowly and relatively quietly.
    Emotions are contagious. By lowering the tone of your voice and speak slowly, we will demonstrate to the customer that you have control of the situation and you are calm.
    This is especially important if the client is angry and screaming. You will not want to worsen the situation.

    Apologize to the customer.
    Any company employee is able to apologize for the inconvenience, no matter what your position. Look the customer in the eye and make sure your expression and tone of voice are sincere. Then tell him, on behalf of the company, sorry for the inconvenience and will do our best to help.

    Never be condescending.
    Avoid apologize in a way that makes you think the customer that you’re underestimating. It is best to apologize for your own actions and those of your company, but not the way in which the client acts or what he feels. For example, instead of telling the client, “I’m sorry you feel that way, but I can not give you a refund,” say something like “Unfortunately, we can not give you a refund. Is there anything else I can do for you? “.

    Talk to your supervisor.
    It is a good idea to do so even if the customer does not ask you to contact him . Your supervisor will have greater authority to resolve the situation, whether it’s going to give you a discount, credit or grant any other customer. In addition, you’ll responsibility for customer satisfaction an employee with higher rank than you, so some customers find it comforting.

    If the client must wait while going to call the supervisor, offer a comfortable place to sit. If you have the authorization to offer a drink or snack, do it. Treat a customer with kindness can calm him down.

    Make a promise that can fulfill customer.
    Offer a solution or promise to a customer, then do not do it , it is one of the worst things you can do. The customer will feel absolutely frustrated if you do. If you’re not sure about something, talk to your supervisor. Do not make a hasty decision under pressure.
    You can tell the client, “It may be possible to do so, although I have to confirm it with my supervisor.”

    Ends the conversation as positive as possible.
    Even if you solved the problem exactly as the customer wanted and this is still angry, do not let go indignantly. Thank him for his patience and promise that you will do everything possible to make your next experience is optimal.

    For example, say, “Thank you for being so patient while we dealt with the situation. I’ll be happy to monitor your next transaction with us to ensure that there are no drawbacks. Feel free to ask me. ”

    If you could not solve the customer’s problem, try to leave a positive memory of your kindness and professionalism. So, at least you can think to go, “Although he could not help, the employee was very good person.”

    You must know when to say enough.
    If the customer starts to get aggressive or shows no signs of wanting to calm down, call security or emergency and ask the police to resolve the situation. If the customer makes a fuss, insults or aggressive with you or other customers, and did what you could and should let the authorities take care of the situation.
    If the customer is drunk or under the influence of drugs, do not try to reason; call security immediately to avoid a tragedy


    1. Aggressive Client. They are demanding with their requirements, they complain easily are become aggressive when the product or service is poor or where the seller does not respect past agreements. Its form of expression is strong and aggressive; not allowed to talk to the counterparty and, in the majority of the time, they found that errors are born by the seller; They seek quick solutions to their requirements. It happens that if the customer does not see exit to the negotiation proceeds to finish, breaking the relationships and also adds to the bad publicity seller and supplier company.

    2. Arrogant Customer. They are people who have an air of superiority to the rest, think they know everything, they have no problems to attack and humiliate sellers. They like to demonstrate their knowledge, if they have power over someone else use it, want to feel and it is they who handled the negotiation and the seller is only an intermediary to your requirements.

    3. Customer Complainant. This person is all bad, the very high price, very bad service, in general, do not like what exists. Here unobservant sellers often accept every demand and complaint without differentiating, on many occasions, which are legitimate from those having an exaggeration by the customer.

    4. Quiet and introverted clients. It may seem that these customers are manageable and are far from being difficult, but in many cases are often more difficult than the most aggressive client, because only negotiate with that they feel confidence. His silence may be due to lack of personality or natural distrust with new people you know.

    5. Selfless Customer. This type of customer is difficult because there is no way to enter negotiations with him simply is not interested in what the seller offers, in these cases there may be various reasons for this attitude as, for example, already has a business relationship with the competition, the company is not differentiated, or because they are not interested to risk change supplier. In many cases this client is usually the most difficult of all.

  5. […] concentrate both get customers and retain them : do not concentrate only on getting customers, but also to make them return to buy or visit, for example, maintaining communication with them in order to create a close relationship and eventually offer them your new products or promotions. (Read this to know more > 6 Types of Challenging Customers and How To Deal with Them) […]

  6. Clear and fair enough. Would it be great to mention all in details as:
    customer characteristics definition
    customer characteristics marketing
    consumer characteristics
    consumer characteristics influence buying behavior
    characteristics of consumer behaviour
    customer profile
    customer characteristics examples
    what are the main characteristics of a typical customer
    consumer characteristics definition
    consumer characteristics influence buying behavior
    consumer characteristics in marketing
    characteristics of consumer behaviour
    consumer traits
    factors influencing consumer behavior
    consumer behavior pdf
    consumer behavior in economics


This blog is kept spam free by WP-SpamFree.