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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Leanne Hoagland Smith
Are your sales where you want them to be? Will you be one of the few who achieves sales success or one of the many who have failed to change? So what are you doing to change those results? Let’s be honest, with companies moving globally and at lightening speeds, the traditional business solutions are outdated and dead. My approach moves your business out of its comfort zone and secures your competitive advantage now. If you are seeking to increase sales, build customer loyalty, create a culture of great attitudes or just achieve some sleep filled nights, then we should talk because my clients have experienced exactly those types of results. Learn more about customer loyalty at http://www.processspecialist.com/customer-loyalty.htm Give me a call at 219.759.5601 for a free strategy session. P.S. If you are seeking a motivational speaker, sales trainer or small business expert that will leave your audience smiling and remembering, please feel free to contact me at 219.759.5601. - Visit Leanne Hoagland Smith's Website |
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Gordon Veniard
(Visit Gordon's Website)
GORDON VENIARD thanks you for your
interest in these articles
He has been delivering training events -
and creating and providing valuable
development materials - for more than 20
years
Gordon covers a wide range of business
communication, promotion, sales,
negotiation, customer service, leadership
and management subjects. He has worked
with major companies and organisations;
spoken at many conferences and seminars -
always adding good humor to valuable
advice
To find out more, Gordon would be pleased
if you would take a moment to visit his
new website: www.thevenwor
ks.com. You can register for his free
business tips newsletter; and download
some valuable freebies (including a
copyable, free-to-use "to-do" list)
If you have any queries or questions you
would like Gordon to answer, please email:
gordo
n@thevenworks.com
Thanks again - please enjoy - and feel
free to share - any of these articles
which are of use to you and your
colleagues
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