Here are some typical customers:
Silent. Generally reluctant to talk to you. He doesn't want to be a burden or thinks you won't care about his problems. Your job is to dig deeper and get to the heart of the client. Evoke trust, so he dares to tell you what's going wrong.
Aggressive. He is outspoken and doesn't hesitate to tell you everything that's on his mind. Don't give in to provocation, and don't mirror the client's conflicting behavior. Instead, respond with firm politeness, but not with submissiveness and uncomplaining - your team needs respect, too.
Important. This is your "representative" client; he pays well and demands to be treated accordingly. While others are happy to listen to your apologies, this client dismisses them dismissively. Mark him as a VIP so that employees know they have no margin for error when dealing with him.
Chronic Complainer. This customer will contact you often, and patience will be required here because he likes to whine. Unlike a whipper-snapper, he likes apologies and sympathy. Despite his constant complaining, he is sure to sing his praises to others if he is satisfied.
Unobtrusive. He is not looking for a satisfactory answer; he tries to beg for something he is not entitled to. Your answer will always be "not good enough" for him. Keep your composure, answer objectively at all times, and back up your arguments with concrete data. Make sure that your organization has done all that is possible for the customer in the circumstances.