Five types of customers, and how to handle them at your business premises

The Complainer

This customer has an halo of negativity. An outspoken skeptic. As soon as they enter the premises, they’ll start noticing all the wrong things.

It may be too stuffy, why does the management think of air conditioning? If none of the attendants is free, they’ll blast slow service.

The Talkative

Depending on the context, serving a talker is usually pleasant. A customer may casully inquire if a teller or a cashir is married, divorced or dating. It’s usually harmless, if not intrusive.

A dotting husband and father may lean in to show you clipped photos of their kids in their wallets – as they take out their card.

The Indecisive

Well, to be fair, there’s a lot involved in modern-day shopping – picking a certain brand over the others. It’s not uncommon to see a man at the counter sprint back to the aisle to swap one brand of tissue with another.

Other people may be unsure of how much they want to spend on their credit cards. A bit of calmness, and patience works well in these cases.

The Demanding/Aggressive

This category ranks lowest on the customer service aptitude tests. They are short tempered, and quick to kick up a storm. A slight uncertainity will have them banging palms on the counter, demanding to see the boss, or supervisor.

As an attendant, the ideal way is to talk less, nod and ask or buzz for the supervisor. Being calm – a poker face, and a little smile – diffuses the needless storm.

The Impatient

A customer may be in a rush. They’ll show it. Shout for the waitress in a busy restaurant, or threaten to leave without an ordered meal. It’s important that the queue moves along well.

Thou shall not abandon clients for personal calls, in-staff banter or coffee breaks.

The payment point usually gets the blunt. The secret is to invest in a cashless banking system that curtails risks associated with hard cash.

Besides security, business owners prefer fast access to their accounts.

Co-op Bank’s online banking platform is reliable, and secure. The innovative, easy-to-navigate portal links a business to a bank account.

There’s several options, to suit your business needs:

Online card payments

Boost sales by integrating an online card payment solution to receive card payments from customers from different banks and from anywhere in the world.

These are Co-op Bank ATM’s, Debit or Credit Cards. All payments for purchases or goods delivered are done by swiping cards.

Card payments enable instant account updates and accountability.

PDQ/POS

POS is an abbreviation for ‘Point Of Sale’ in a business outlet. PDQ stands for ‘Process Data Quickly’.

It’s a payment terminal. An interface for card payments, or electronic funds transfer. They are very popular in malls, supermarkets and fuel stations.

Coop Bank avails PDQ/POS machines to their clients. The device boosts sales by processing payments from customers holding accounts in different banks.

A client receives real-time cash flow reports. It’s easier to track income and expenses.

Lipa Na M-Pesa Till Number

First off, Co-op Bank offers to process a business till number for their clients, at no extra charge.

This enables a business to receive cashless payments via Lipa na M-Pesa Till Number. The money received through the Till number is deposited directly into the client’s Co-op Bank account.

Accounts are accessed anytime via Co-op Bank’s mobile banking platform, ATMs, Co-op Kwa Jirani agents, Internet banking or at any branch across the republic.

M-Pesa Paybill 400200

The M-Pesa Paybill number 400200 enables a trader to receive payments directly into their Co-op Bank account.

On the M-Pesa menu, enter Co-op Bank Paybill number 400200, and on account, the client’s bank account details. The money reflects immediately.

It’s easy to make payment confirmations, via mobile banking or online banking platform.

Alternatively, one can receive notifications via text if they have subscribed to the MCo-op Cash SMS notifications.

The funds are accessible anytime via our mobile banking platform, Co-op Kwa Jirani agents, ATMs, Internet banking or at the branch.

M-Coop Cash

This feature is not limited to business owners, but to everyone with a Co-op Bank account.

It’s applicable to all needs that require exchange of money. Encourage colleagues, family members, clients or business associates who have Co-op Bank accounts to send money directly account using the MCo-op Cash App or via USSD *667#.

To learn more about Co-op Bank’s online banking, click here – or visit the nearest Co-op Bank branch to speak to an agent.