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Informative Articles

5 Simple Tips For Dealing With Nasty Customers
If you've been in business very long, you've likely heard it all! You know, the irate customer who is going to sue you over the nineteen dollar product that they claim is bogus; the one that's going to "shut your business down" because they...
Customer service lessons from Tony Soprano and Club Med
Whether you work one-to-one or deal with customers in groups, you identify a target market of customers most likely to value what you can offer. You develop processes that work best with those clients. You learn to anticipate their responses and...
Customer Value - 4 Myths
The purpose of business is to create and retain a customer. Much has been written about customer orientation, customer relationship management (CRM), Customer Lifetime Value (CLV) metrics, Customer Centric organization models, customer retention,...
How to Deliver Exceptional Customer Service
HOW TO DELIVER EXCEPTIONAL CUSTOMER SERVICE By Chas Brothers Having been in business a number of years, I’m amazed at the number of people who don’t have the slightest idea of what customer service is. Customer service is not a way of...
Winning Customers Over the Phone
Do you sometimes wonder where your customers have gone? In a study by the International Customer Research Institute, individuals gave the following reasons for becoming "non-repeat" customers: * 1 percent died (makes you wonder how they...
 
The Types of Complaining Customers

You can't please everyone, though as a business your main purpose is to please as many customers as possible so that they keep returning. When customers are dissatisfied with the service you are providing they will be one of three kinds of complainers: aggressive, passive or constructive.

Aggressive complainers are most difficult to please and are often more concerned with displaying their emotion than actually achieving a solution. Aggressive customers will often shout, jump to conclusions, and can make unreasonable demands or make threats. Aggressive complainers can be intimidating but should be handled in a calm manner unless the employee feels threatened in which case calling for help may be necessary.

Passive complainers are the most lethal to a businesses success, as they will complain to everyone but the actual business. Since the business is left unaware of their error they cannot correct it and the only thing a passive complainer succeeds in doing is depriving the company of potential business.

Constructive complainers are most beneficial to a business since they address their


problem to the business in a calm rational manner. Constructive complainers allow a company to see and understand a problem, which allows them to then repair it. Constructive complainers tend to receive beneficial solutions to their problems and the business also benefits from knowing the error of their ways.

Whatever type of complainer they may be, it is important to deal with all complaints with the utmost care after all, the customer is essential to a businesses livelihood. Being an empathetic listener is a key part of understanding and helping you customer achieve the results they desire. If dealt with effectively both parties should part feeling satisfied with the solution.

About the author:

Dermot Fitzpatrick is the owner of Fitz Solutions Inc. a software development company that creates powerful, affordable easy to use software tools for the construction industry. These include estimating, project management and job costing . http://www.quickestimator.com

 

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Customer Service Week - The Celebration Source
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Nashville - Tennessean.com - Middle Tennessee Customer Services
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