Client Complaint Handling Services: Customer Categories in Conflict Management

As long as you are in business, you are bound to experience customer complaints. Understanding the cause for concern and knowing your type of customers will help you deal with issues amicably. This will not only secure your sales but will also put your brand in the light for excellent client complaint handling services. To better understand how to help your customers, you must first categorize them as indicated below.

The Meek Customer

This customer will not express their disappointment in your services or products because they think you genuinely do not care or because they do not want to be a pain. If you do not prompt them into talking, they leave quietly with no fuss. According to studies, 90% of unhappy customers that do not complain leave without a fuss. As such, the absence of feedback on your brand does not mean your customers are satisfied. Client complaint handling services encourages the use of questionnaires, as the meek customers are likely to speak up here.

The Aggressive Customer

This one loudly highlights their dissatisfaction and does not take excuses for answers. When responding, ensure to remain polite, agree with their version of the problem, and tell them what the brand is doing about the issue and when. Avoid getting as worked up as the customer is, as this will only make things worse. Listen keenly and ensure to follow up with the customer for feedback.

The Rip Off

This customer barely has anything to complain about and is instead looking for a handout. In response, maintain composure and be objectivity. If they seem unsatisfied with your answer, use accurate and quantified data to give them facts about your brand. If not properly handled, this customer will take advantage and end up getting handouts.

There is also the high roller customer who expects nothing but the best and the chronic complainer who is about to make you lose your mind. Having client complaint handling services in place will ensure that all customers' needs and wants have been heard and dealt with accordingly.