PostieDex Guide to Customer Types

Because Customer Service Training doesn’t have to be boring

PostBack is here to shake things up. Inspired by our love for popular card games, we created the PostieDex guide to help you and your staff prepare for ALL kinds of customers.

Use the PostieDex to learn how to handle a wide variety of customers out in the wild. Spot the friendly customers, the confusing ones, and yes—the downright difficult ones. Backed by years of customer service smarts, this guide gives you practical tips to keep conversations smooth and relationships strong.

NOTE: PostBack provides you with this PostieDex as a resource of tips and reference material to help support your team. PostBack is not responsible for how you conduct your business. Read our Terms & Conditions for more information.

Click a PostieDex Customer Type card to get started:

Giving Type Customers

Giving Type customers are generous and friendly. They show their appreciation through gifts.

Supportive Type Customers

Supportive customers give us all the feels. They are champions and make our days easier. #dreamclient

Phantom Type Customers

These customers are nowhere to be found and disrupt your scheduling, operations, and bottom line.

Deceptive Type Customers

Deceptive Type customers are manipulators who bend the truth for their own advantage.

Confounding Type Customers

This unpredictable customer can be very confusing and may make commerce interactions stressful.

Combative Type Customers

Do not engage with aggressive, Combative Type customers.

The Baker

The Baker shows their appreciation by gifting you their lovingly-made goodies. Often, they work in a similar field where individuals cannot stop for a lunch break, or even make food. They share their yummy treats to show their appreciation.

How to approach:

Approach them with kindness and gratitude. Make sure you acknowledge which items you liked best.

Acts of appreciation:

A thank you card really makes their day.

The Entertainer

Entertainers are the funniest of clients. They enjoy making you laugh and being the bright shiny star of your day. They simply want to bring laughter to all experiences.

How to approach:

Approach the Entertainer with laughter. Nothing makes them sadder than working on the best pun ever and getting a blank stare in return. Even if you don’t think they’re funny, squeeze out a laugh for them.

Acts of appreciation:

Laugh. Laugh like they need to hear it to live… because often they do.

The Gifter

The Gifter shows how much they appreciate you and your work with gifts. They may give flowers, gift cards, thank you cards and positive reviews. These clients are everywhere, but they tend to flock to you if you have good online reviews.

How to approach:

Approach them with sincerity as they will know if you are fishing for gifts. Be authentic and kind without any expectations and they may surprise you with goodies.

Acts of appreciation:

Gifters love a thank you card, or even a response to an online review. Do NOT buy them gifts back as you can get into a “gifting feedback loop.” You should ensure the gifting doesn’t violate company policies.

The Good Tipper

With change jingling in their pockets, the Good Tipper loves to share it with people they appreciate. They have often worked in a similar industry, or know someone who has. They understand how tough these jobs can be and know a good tip can make someone’s day. Similar to a Gifter, the Good Tipper leaves little gifts of money.

How to approach:

Approach with sincere kindness and good customer service. They only tip when they are not watched or feel obligated. They can often be shy.

Acts of appreciation:

Please give just one thank you. Anything other than that just gets weird.

The Advocator

The Advocator is the client who will stick up for an employee or business when a bully or aggressive client is yelling in public. They take it upon themselves to fight for justice and advocate for the underdog… which might just happen to be you. In medical settings, they often accompany a patient to their appointment to lend assistance.

How to approach:

Approach with extreme respect and appreciation. They are very just people and appreciate honesty and directness.

Acts of appreciation:

Thank them verbally. Make sure you give sincere eye contact and thank them for their assistance.

The Appreciator

Have you had a customer who couldn't stop thanking you? This is the Appreciator. They love thanking others and know how important expressing gratitude is for the human psyche. They often travel in groups with other Appreciators as gratitude is contagious.

How to approach:

They generally just like acknowledgement. However, be careful not to say “No… thank you!” or you will get stuck in an appreciation feedback loop for hours.

Acts of appreciation:

Appreciators love eye contact. Simply look them straight in the eyes and sincerely say, “You are welcome,” or something similarly complimenting. This makes their day.

The Commiserator

A commiserator is someone who used to do your job or still does somewhere else. They love to commiserate and talk about what it's like or changes in your field.

How to approach:

Keep conversations with a commiserator positive. Sometimes things can get dark and what was a bonding comment can turn into a negativity fest with complaining going back and forth.

Acts of appreciation:

Thank them for doing their job like you would want to be thanked. They want authentic connection and appreciation.

The Complier

The Complier is an educated expert's dream. They understand and value knowledge. They trust and seek out experts. They can be the best patients, students, and clients that will do what is suggest (within reason). Do not abuse this. Only give appropriate, well thought out advice and instruction.

How to approach:

Approach with the understanding that they trust you. Be cautious not to over-suggest instructions. You use your power and knowledge wisely because they trust you and will do as told.

Acts of appreciation:

Tell them how much you appreciate their trust. They like to know when they are good patients or clients. Priase them for completing tasks well

The Listener

Listeners are often quiet and approachable. The listener waits their turn to speak, but even more importantly, are actively listening and absorbing your information. They ask questions to increase their understanding.

How to approach:

Approach a Listener with your active conversation. Feel free to speak because they want to hear your nuggets of wisdom. Most importantly, after you have spoken ask if they have questions. They will let you lead so be conscious of giving them a chance to speak.

Acts of appreciation:

Thank them for listening!

The Understander

The Understander seeks to know what it’s like to work in your particular industry. They often will ask you about your job, what it entails and try to relate it to their own business or experience.

How to approach:

Answer their questions. Explain your day. Explain your insight and approach to your profession. They are curious and really want to connect with you.

Acts of appreciation:

Give an Understander your time. They want to connect with you. Be authentic and let them in.

The Banned Customer

The Banned Customer is one you have fired and asked not to return. You have set a boundary protecting yourself, staff, and business from this customer.

How to approach:

If you’ve made this difficult decision, never approach them again. Send them a very professional “you are fired” email or certified letter. Do not engage further.

Tips and solutions:

Make sure you document EVERYTHING. Consider getting legal advice. If they are volatile, you may also want a restraining order in place to protect your business.

Pro tip:

Send an actual paper letter letting them know you are severing the relationship. Use our fired client letter template to get started.

The Ghoster

Like a bad romantic relationship, a client can ghost you in business as well. One day you’re happily working for them and then, Boom! They stop texting, emailing or answering their phone. I know! How could a person do this?!?

How to approach:

Try different methods to communicate with a Ghoster. They avoid direct conflict and often don’t want an uncomfortable conversation about a customer service interaction. They may feel more comfortable just ignoring you.

Tips and solutions:

Be kind and try to open the doors of communication. Realize this person may be afraid of conflict and don’t want to deal with you or your business for some reason.

The Non-Customer

The Non-Customer is someone who has had no interaction with your business. Sometimes they are simply posting about the wrong place.

How to approach:

Approaching the non-customer is difficult as they tend to hide behind review sites. You may never have had an interaction with this person. You can simply post “I think you are reviewing the wrong business.”

Tips and solutions:

Flag the false review on the social media or review site and ask them to investigate. You can also post back “Not a client of ours.” Reply to the original post informing them you have no record of their business and believe they may be mistaken. It is okay to point out they are not a customer. After all, their review can bring down your rating.

The Non-Payer

Isn't this client the best?!? You totally started your business to give stuff away for free and waste your time with collections. They've avoided payment, bounced a check, or have written to their credit card company and declared fraud.

How to approach:

Be courteous and act as though they forgot and then get firmer. Request payment and remind them that your company relies on their payment to pay employees. Be kind and don’t scare them off. They’re awful.

Tips and solutions:

You may need to fire them as a client if other attempts to collect fail. Use our free “Fired client” template to get started. Remember your mantra: Document, Document. Collections companies need records of interactions.

Pro tip:

Good collections agencies will take money from what they regain (vs payment upfront).

The Exaggerator

Exaggerators see or feel things larger than in real life. They don’t always mean to exaggerate, it's simply a method of conveying the importance of a situation to others. They want you to feel their outrage, too.

How to approach:

Approach with extreme caution. Keep your verbal interactions sincere and to the point. Don’t exaggerate as they don’t like that behavior in others.

Tips and solutions:

Reiterating situations to them is of utmost importance. Reframe what they’ve said to you in a customer service conversation. They want to know you’re listening. Make sure you acknowledge their feelings. Do NOT call them an exaggerator.

Apologize and ask how you can remedy the situation. Usually they just want to be heard and apologized to.

The Excessive Returner

This customer buys something, maybe uses it, and then returns it... over and over (borderline fraud). Sometimes they just can't commit.

How to approach:

Show them documented policies and be direct in telling them they are abusing it. Post, explain and adjust your return policy if needed.

Tips and solutions:

A manager or person of authority will need to reiterate the policy. If this behavior continues, the business may need to ask them not to “return,” so to speak. As this may be fraudulent behaviour it is usually in the interest of the business to fire this client. Be sure to DOCUMENT.

Pro tip:

Include your return policy on receipts and invoices.

The Scammer

Scammers are always trying to bend, break or avoid rules. They lack ethics and target businesses to steal, make money or give themselves inappropriate discounts.

How to approach:

Post your rules clearly. Be firm. Have policies outlined and stated on receipts. Train staff to be diligent.

Tips and solutions:

Understand that Scammers are career criminals. You need to involve the authorities. Have your attorney assist you with verbiage and signage to display about your policies and laws. Scammers will not attempt to scam you out of money if they see that you already have a good defense system in place.

Pro tip:

Be prepared. Always communicate your policies clearly. Showing clients that you do not allow scammers to steal from you also makes them feel safe with your business.

The Spammer

Like an internet troll, the Spammer will post things for attention, or have malicous objectives (e.g. spreading malware, phishing,etc.). They are not clients. They may be employed to do this, or are simply bored.

How to approach:

Approaching the Spammer is difficult as they hide behind social review platforms. You never truly had an interaction with this person, or robot, and it’s unlikely you will in the future. Can you really have a relationship with spam, other than eating it?

Tips and solutions:

Flag the false review on the original site and ask for it to be investigated. You can also post back “False Reviewer.” Often you can flag these posts as duplicates.

Pro tip:

You can have other people flag Spam on social media review sites. Their AI tends to light up and remove Spam if multiple people flag it, not just you.

The False Reviewer

False Reviewers haven't had an interaction with your business, or is a friend or family member reposting another person's review or issue themselves. These fakers tend to troll around with each other and enjoy posting slander online.

How to approach:

It is difficult to approach a False Reviewer, as they tend to hide behind a social review platform. You never truly had an interaction with this person, and it is unlikely you will in the future.

Tips and solutions:

Flag the false review on the social media or review site. Ask them to investigate. You can also create a Postie on PostBack so that other businesses get the heads up.

The Complainer

Like a Nitpicker, the Complainer needs to find fault. This type can see a problem in everything and need to tell someone how they have been wronged.

How to approach:

Nod, be sympathetic and listen. You’re going to need to take deep breaths and just get ready to listen. They just want to be heard. Yes, they are slowly sucking out your will to live. But just listen. You can do it.

Tips and solutions:

A great tactic to help mediate the Complainer is getting a manager involved. They want to discuss their issues with the boss, and that’s okay. Your boss gets paid for listening to that. If you are the boss, sorry, but it’s part of your role. Just listen and remember they want an apology. This is they feed, and you are their prey as a manager. Sorry!

The Impatient

The Impatient customer clearly has time constraints. They cannot be delayed. No matter what, you cannot go fast enough for them. You are always the reason they are delayed. No matter what the circumstance is, they want to be served first.

How to approach:

Unfortunately, there is no easy way to approach the Impatient customer. They must be first. You must go faster. They need to be served first above everyone else. The only way to make them happy is if other people voluntarily allow them to go first. We all know that this isn’t fair to others though. Do not put off other customers just for the Impatient’s issues.

Tips and solutions:

There is little you can do to speed up time for The Impatient. Constantly thank them for their time. The Impatient does appreciate being acknowledged that their time is precious. “Thank you for waiting” goes a long way.

The Litigator

"I'm calling my attorney" is this client's favorite phrase. Nothing makes them happier than flexing their desire to litigate you or your company. The very worst of the Litigators work for a legal office. They aren't often attorneys themselves, otherwise they'd know how much money and time lawsuits waste.

How to approach:

Use extreme caution. They think everything is evidence and may record conversations. They work any angle to sue. A Litigator needs resolution to feel like they are right.

Tips and solutions:

Ask them “How can I make this right for you?” A sincere apology or refund may suffice. If they truly want to sue you it will waste your money in time and legal fees to handle it.

Pro tip:

A attorney’s letter may stop the Litigator but you need to make certain you are in the right.

The Misidentifier

The Misidentifier is confused and may be reviewing the wrong company. They honestly cannot tell the difference between your business and another's. Simply put they made a mistake.

How to approach:

They generally aren’t malicious. Point out that you’ve never had contact with them in a professional manner. Communicate with them as normal clients and good, friendly customer service. Who knows, maybe your business name does sound like another. Mistakes happen.

Tips and solutions:

Ask the Misidentifier to remove their online review(s). Let them know they have reviewed the wrong company.

The Misinterpreter

The Misinterpreter simply doesn't understand things the way they are being presented to them. Often, they are extremely poor listeners. Sometimes it comes down to poor communication between you and the client. Communication is a two-way street, and businesses can fail at it as well.

How to approach:

Be clear and concise when conversing with them. You need to be willing to take the time to try effectively communicating with them to see each other’s point of view.

Tips and solutions:

Repeat yourself, while also trying a different way of saying the same thing to the Misinterpreter. Usually, you are dealing with a communication barrier of some sort. Often, finding a coworker who may communicate better with the Misinterpreter is best.

The Nitpicker

This client finds fault in anything. They could be staring at a magical unicorn, and they would criticize its horn. Seriously, your horn really is too sparkly. These people tend to just be half-empty, critical humans.

How to approach:

If you approach the Nitpicker in the wild, be brave. They will criticize you. You cannot please them. They are always finding fault.

Tips and solutions:

Put on your big person pants and try not to take anything they say personally. Apologize within reason but know that there is very little you can do to fix the Nitpicker’s issues. Just smile, apologize and hope for the best.

The Abuser

This client yells, calls names, or even enacts physical violence on you or people surrounding them. Sometimes they even abuse their family members in public settings, and it is up to you to alert authorities.

How to approach:

DO NOT under any circumstances engage with an abuser. Call the authorities. This type of client is the person you hear about having a violent incident at a public place on the news. You don’t want to be the subject of that rage.

Tips and solutions:

Document and train all staff to avoid Abuser clients. Keep them on a Watchlist. You should fire these types of clients. Send a letter as you don’t want to incite rage on your physical premises. Use our free “fired client” letter template »

Pro tip:

Report this type of client to the relevant agency in your area for assistance: local police, child welfare, senior welfare, animal welfare.

The Hate Monger

This Hatemonger will say racial, sexist and homophobic slurs directed at you or just around you. They are uncouth and generally cannot help themselves, or don't care.

How to approach:

Always keep professional and approach with a stern sense of decency. Sometimes they will realize how inappropriately they are acting if you don’t sink to their level. But, don’t keep your hopes up. You can’t generally retrain them into being kind.

Tips and solutions:

Keep acting professional. If the Hatemonger keeps going, call them out on it. “You cannot use such hateful language in my place of business.” This is another client type that should be fired. Use our free “fired client” letter template »

The Profaner

This client has a potty mouth, and doesn't let language slip in front of your but will swear directly at you. There is a difference between talking like a sailor and being called a "blankity blank."

How to approach:

Take a deep breath and DO NOT swear back. Always stay professional and keep calm when dealing with the Profaner.

Tips and solutions:

Be honest. Try using phrases like: “Please do not speak to me like that” or “If you continue to swear at me, I will stop this interaction immediately.” It is okay to create boundaries. Remember boundaries just mean that you matter as well.

Pro tip:

Keep this kind of client on your Watchlist.

The Security Issue

This client has severely crossed the line. If you feel unsafe, get assistance from a manager or authorities. This is the client that you have had to call the cops on.

How to approach:

DO NOT ENGAGE with the Security Issue and put yourself in harm’s way. Keep yourself and your staff safe and call the police.

Tips and solutions:

The only solution to the Security Issue is to involve security, police and other authority figures. Best practice is to get out of your physical space as quickly as possible. You may need to leave it to the authorities to do that.

After the incident, it is highly recommended that you fire this client in writing whether that be email or post. Use our free “fired client” letter template »

For Media

Advertise With Us

Flag A Postie

Save Your Watchlist

Save your Watchlist

Create A Postie

Create a Postie

Login

Users

How It Works

Welcome to PostBack!

Contact Support

Let’s get you back on track

PostieDex Guide to Customer Types

Because Customer Service Training doesn’t have to be boring

The Baker

How to approach:

Acts of appreciation:

The Entertainer

How to approach:

Acts of appreciation:

The Gifter

How to approach:

Acts of appreciation:

The Good Tipper

How to approach:

Acts of appreciation:

The Advocator

How to approach:

Acts of appreciation:

The Appreciator

How to approach:

Acts of appreciation:

The Commiserator

How to approach:

Acts of appreciation:

The Complier

How to approach:

Acts of appreciation:

The Listener

How to approach:

Acts of appreciation:

The Understander

How to approach:

Acts of appreciation:

The Banned Customer

How to approach:

Tips and solutions:

Pro tip:

The Ghoster

How to approach:

Tips and solutions:

The Non-Customer

How to approach:

Tips and solutions:

The Non-Payer

How to approach:

Tips and solutions:

Pro tip:

The Exaggerator

How to approach:

Tips and solutions:

The Excessive Returner

How to approach:

Tips and solutions:

Pro tip:

The Scammer

How to approach:

Tips and solutions:

Pro tip:

The Spammer

How to approach:

Tips and solutions:

Pro tip:

The False Reviewer

How to approach:

Tips and solutions:

The Complainer

How to approach:

Tips and solutions: