THE GOOD, THE BAD AND THE UGLY CUSTOMER

Customers have different ways of expressing their complaints but often times they are misunderstood because of their temperament. You should be able to manage customers and their complaint individually and not comparing them with others.

Therefore, there is need for us to understand the personalities of these complainers to enables us tactically manage their complaints and win back their confidence.

Studies have shown that there are four types of complainers and how to respond to their complaints.

1. The High-Taste Complainer -This customer have a high standard/taste and expects the absolute best and is willing to pay for it and is likely to complain in a reasonable manner.

Your Response: The customer wants the best and his interested in results and what you are going to do to recover from the customer service breakdown. Always listen respectfully and actively and ask questions carefully to fully determine cause and correct the situation.

2. The Aggressive Complainer - This is a customer that complains aggressively, might hit the table when complaining or even utter annoying words that might want to make you react negatively.

Your Response: Don’t be aggressive in return and don’t give excuses too. The Aggressive Customer does not respond well to excuses or reasons why your service was unsatisfactory. Instead, listen completely, agree that a problem exists, and indicate what will be done to resolve it and when.

3. The Chronic Complainer - This customer is never satisfied; there is always something wrong to complain about. This customer's mission is to complain. Yet, he is your customer, and as frustrating as this customer can be, he cannot be dismissed because when he/she is satisfied will refer others to your services.

Your Response: Extraordinary patience is required. One must listen carefully and completely and never let one's anger get aroused. A sympathetic ear, a sincere apology, and an honest effort to correct the situation are likely to be the most productive.

4. The Rip-Off Complainer - The goal of such customer is not to get the complaint satisfied but rather to get something he/she is not entitled to receive.

Your Response: Remain unfailingly objective. Use accurate quantified data to backup your response. Be sure the adjustment is in keeping with what the organization would normally do under the circumstances.