Customer complaints are inevitable in Customer Service, technology might fail, a overlooked issue might rear its head, there’s bound to be one problem or the other. The complaining customer represents a huge opportunity for more business.
Here are 5 types of Complainers & How to Respond:
- The Meek Customer – Generally, will not complain.
Response: Must work hard at soliciting comments and complaints and act appropriately to resolve complaints.
- The Aggressive Customer – Readily complains, often loudly and at length.
Response: Listen, 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. Likely to complain in a reasonable manner.
Response: This customer wants to know what you are going to do to recover from the customer service breakdown. Always listen respectfully and actively and question carefully to fully determine the cause.
- 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. A constant and repetitive “not good enough” response to efforts to satisfy this customer.
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.
- The Chronic Complainer – Is never satisfied; there is always something wrong. This customer’s mission is to whine.
Response: Extraordinary patience is required. A sympathetic ear, a sincere apology, and an honest effort to correct the situation are likely to be the most productive. This customer wants an apology and appreciates it when you listen.
Did You Know?
- For every customer who bothers to complain, 26 others customer remain silent.
- A typical business hears from 4% of its dissatisfied customers, with 96% not voicing out their complaints, and 91% never coming back.
- A dissatisfied customer will tell between 9-15 people about their experience. Around 13% tell more than 20 people.
But!
- 56%-70% of the customers who complain to you will do business with you again if you resolve their problem.
- If they feel you acted quickly and to their satisfaction, up to 96% will do business with you again, and they will probably refer other people to you.
- Happy customers who have their problems resolved will tell 4-6 people about their positive experience.
8 Steps to Resolve Customer Complaints
- Provide customers with the opportunity to complain.
- Give the customer your full and undivided attention.
- Listen carefully without interrupting.
- Apologize and show empathy.
- Admit the problem; never argue or disagree.
- Ask the key question: “what else?”
- Resolve the complaint as quickly as possible.
- Thank the customer for bringing the complaint to your attention.
