At least five types of complainers can be identifier and each type is motivated by different belief, attitudes, and needs (Wysocki, Kepner and Glasses, 2009).
pic from video game |
Types of complainers and how to respond effectively:
Types of customer | Respond | |
The meek customer | Generally will not complain | Must work hard at soliciting comments and complaints and act appropriately to resolve complaints. |
The aggressive customer | Readily complains, often loudly and at length. | Listen completely, ask: “what else?.” Agree that a problem exists and indicate what will be done to resolve it and when. |
The high-roller customer | Expects the absolute best and is willing to pay for it. | Is interested in results and what are you going to do to recover from the customer service breakdown. |
The rip – off customer | The goal is not to get the complaint satisfied but rather to win by getting something the customer is not entitled to receive. | Use accurate quantified data to back up your response and be sure the adjustment is in keeping with what the organization would normally do under the circumstances. |
The chronic complainer customer | Is never satisfied; there is always something wrong. This customer’s mission is to whine. | One must listen carefully and completely and never let one’s anger get aroused. |
reference:
Wysocki, A.F, Kepner, K.W, and Glasser, M.W.(2009), “Customer Complaints and Types of Customers,” University of Florida IFAS Extension. Retrieved on 12 March 2009 from http://edis.ifas.ufl.edu/HR005.
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