Customer Complaints - Four Typical Behaviours
Customer Complaints - Four Typical Behaviours
The type of complainer you want to deal with. Simply by contacting you, they have offered you a chance to solve the problem and improve the relationship. The good news is that such people don’t usually start discussing their complaint with others. Therefore, you have a chance to prevent bad publicity. This person is looking for a solution (and possibly compensation)
THE PERSON WHO PREFERS NOT TO LET YOU KNOW...
Poor companies think this is the kind of Customer they want - one who accepts poor service and suffers in silence. You don’t get the bad publicity; but equally you don’t gain from the spreading of kind words either. At some stage, these people might finally believe enough is enough and then you have a major problem with them - or they simply go away. No-one who has ceased to be your Customer can help you to improve. By developing an attitude that publicly welcomes complaints, you can help bring these people into contact with your company
THE PERSON WHO IS WILLING TO VENT THEIR ANGER...
This may conjure up pictures of a horror movie. The bad news is that it can be worse than that! Quite often these people don’t even contact you either - but they will talk about you. Go into a bar and listen for the “Fury” at work. This person will moan about poor service (real or imagined) - yet may never have even given the company a chance to put it right. A prime example is people who regularly stay in hotels. You can almost imagine them holding “conventions in bars” to exchange horror stories regarding poor (or perceived to be poor) service. This type of person might, for example, boycott your company’s services because of the way they feel they have been treated. Whilst they are encouraging others to do the same, you’ve never even heard about the problem!
THE PERSON WHO IS LOOKING FOR REVENGE...
How often have you said (to yourself or out loud) - “Treat me like that would they? Then, I’ll show them”. Congratulations, you’ve just become a “Revenger”! Not only does this person want a problem sorted, they need to gain revenge for the situation. This individual’s behaviour tends to evolve gradually. They build up, in their mind, a case history of real or perceived behaviours by your company. They believe your company doesn’t care for its Customers; that dealing with you will be unpleasant, difficult or awkward; you treat a Customer as a sale and then immediately forget about that individual etc. Again, the company’s aim here needs to be to draw out each individual complaint as it happens; to stop the momentum building
To be effective, your organisation needs to be willing to develop an attitude and process for “welcoming complaints”. In this way, you encourage more people to be willing to contact you - rather than adopting one of the other three actions described above
Customer Complaints Four Typical Behaviours - To learn more about this author, visit Gordon Veniard's Website.
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THE PERSON WHO IS WILLING TO TALK TO YOU...
The type of complainer you want to deal with. Simply by contacting you, they have offered you a chance to solve the problem and improve the relationship. The good news is that such people don’t usually start discussing their complaint with others. Therefore, you have a chance to prevent bad publicity. This person is looking for a solution (and possibly compensation)
THE PERSON WHO PREFERS NOT TO LET YOU KNOW...
Poor companies think this is the kind of Customer they want - one who accepts poor service and suffers in silence. You don’t get the bad publicity; but equally you don’t gain from the spreading of kind words either. At some stage, these people might finally believe enough is enough and then you have a major problem with them - or they simply go away. No-one who has ceased to be your Customer can help you to improve. By developing an attitude that publicly welcomes complaints, you can help bring these people into contact with your company
THE PERSON WHO IS WILLING TO VENT THEIR ANGER...
This may conjure up pictures of a horror movie. The bad news is that it can be worse than that! Quite often these people don’t even contact you either - but they will talk about you. Go into a bar and listen for the “Fury” at work. This person will moan about poor service (real or imagined) - yet may never have even given the company a chance to put it right. A prime example is people who regularly stay in hotels. You can almost imagine them holding “conventions in bars” to exchange horror stories regarding poor (or perceived to be poor) service. This type of person might, for example, boycott your company’s services because of the way they feel they have been treated. Whilst they are encouraging others to do the same, you’ve never even heard about the problem!
THE PERSON WHO IS LOOKING FOR REVENGE...
How often have you said (to yourself or out loud) - “Treat me like that would they? Then, I’ll show them”. Congratulations, you’ve just become a “Revenger”! Not only does this person want a problem sorted, they need to gain revenge for the situation. This individual’s behaviour tends to evolve gradually. They build up, in their mind, a case history of real or perceived behaviours by your company. They believe your company doesn’t care for its Customers; that dealing with you will be unpleasant, difficult or awkward; you treat a Customer as a sale and then immediately forget about that individual etc. Again, the company’s aim here needs to be to draw out each individual complaint as it happens; to stop the momentum building
To be effective, your organisation needs to be willing to develop an attitude and process for “welcoming complaints”. In this way, you encourage more people to be willing to contact you - rather than adopting one of the other three actions described above
Customer Complaints Four Typical Behaviours - To learn more about this author, visit Gordon Veniard's Website.
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David AchesonDavid Acheson is the founder of DCJA Consultancy. DCJA Consultancy is a management consultancy business specialising in B2B sales consultancy. They offer bespoke and packaged sales consultancy including Sales Optimisation Review, Interim Sales Management, Sales & Marketing Review, 1:1 Sales & Management Staff Analysis, Management Training, Solution Sales Training, Creation of New Pay Plan, KPI's, run Customer Feedback Campaigns, assist with Recruitment, Coaching, Appraisals and set up Strategic Marketing Campaigns. David spent his early career in accountancy and then moved into sales in 1982, working in Office Equipment, IT, Advertising, Training, Outsourcing and Consultancy. He has held many Senior Positions in SMBs and Global Organisations including Head of Sales Operations & Head of Business Development. His knowledge, skills and great experience of the Sales Industry has led to David making keynote speeches and running educational sessions to key businesses through organisations including The Chamber of Commerce and Business Link. - Visit David Acheson's Website |
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