Reaching Skeptical and Unresponsive Customers

Infini Kimbrough
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Experienced customer service agents encounter a range of customer emotions on a daily basis, from mild irritation to rage. Some of the most difficult types of customer communication situations happen when people are skeptical or unresponsive, which can make it difficult to find a reasonable, helpful solution. By following tried and true customer service tips and preparing yourself to deal with both types of customers, you can approach service situations calmly and effectively.

As customer service professionals know, service is an absolutely crucial aspect of business. Excellent service can help a company overcome a range of obstacles to create strong relationships and lasting customer loyalty. According to a story on CBS MoneyWatch, a recent study found that consumers perceive most businesses as lacking in customer service. In fact, the study found that consumers are willing to spend significantly more money when they receive excellent service as part of the deal. Customers who experience poor service are more likely to decline repeat business with the company.

When it comes to skeptics and unresponsive clients, it can be difficult to provide great customer service. To avoid losing customers, your business must take steps to improve customer communication and invest in training to deal with particularly difficult cases.

A skeptical customer can present a serious challenge for a customer service agent. This type of customer finds it difficult to believe anything you tell him and often views every comment negatively. As a result, the way you approach customer communication is crucial. When dealing with a skeptic, one of the most important customer service tips is to temper your enthusiasm. A person who already doubts your company may be even more inclined to do so when dealing with a person who seems overly enthusiastic—to the customer, it may seem like you are overcompensating or covering up a weakness.

It is best to take a calm, rational approach to customer communication. Don’t try to dodge or avoid uncomfortable topics. Ask questions to get to the heart of the customer's doubts. Has he had a bad experience with a similar product in the past? Is he swayed by negative reports from friends? Once you know where the customer is coming from, validate his concerns and calmly explain how you can help overcome the current problem. Use real-life examples and gain his trust by avoiding any type of sales pitch.

An unresponsive client requires a similar type of customer communication. When a person is unresponsive, it is often because he is confused or has no idea where to start. In that case, it is also best to start with questions to get to the heart of the issue; once you understand the situation, you can take charge. Asking questions will also help you get a sense of the customer's knowledge and skill level, which will help you tailor your solution.

When you are dealing with skeptical or unresponsive customers, it is almost always best to approach the person in a straightforward, professional manner. By keeping your customer communication genuine and easy to follow, you can earn customers' trust and loyalty.


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