Customer Complaints and Types of Customers

[HappyCthulhu]

Is this really how people in non-retail posistions think handling customers works?

It's from a university so you know the person has never worked bad customers before. Ivory Towers and all that.

[AFpheonix]

The Chronic Complainer Customer. Is never satisfied; there is always something wrong. This customer's mission is to whine. Yet, he is your customer, and as frustrating as this customer can be, he cannot be dismissed.

Response: Extraordinary patience is required. One must listen carefully and completely and never let one's anger get aroused. A sympathetic ear, a sincere apology, and an honest effort to correct the situation are likely to be the most productive. Unlike the Rip-Off Customer, most Chronic Complainer Customers will accept and appreciate your efforts to make things right. This customer wants an apology and appreciates it when you listen. Tends to be a good customer (in spite of his constant complaining) and will tell others about your positive response to his complaints.

Apparently, these guys have only run into the fake complainer. A true chronic complainer will never be happy, no matter what.
What this paper fails to grasp is that honestly, neither the rip-off customer and the chronic complainer customer are particularly beneficial to business, and really can be dropped like the dead weight that they are.

[Lace Neil Singer]

Exactly. Also, if you respond like this person says you should, all you'll be doing is fanning the flames as the customer will only assume you're patronising them and get angrier.

[Crazyredhead]

What I learned when working the phone for 6 years was that you have to be patient. I was very good at letting the customers vent there frustrations. I got many compliments from customers because I was quiet and let them speak there piece. All they wanted to do was get it off of there chest. I was told that I should work for the 911 crisis releif line!!!

Although a lot of the customers you couldn't get a word in edge wise, I just learned to let them talk, and do my nails at the same time.

[lordlundar]

The Chronic Complainer Customer. Is never satisfied; there is always something wrong. This customer's mission is to whine. Yet, he is your customer, and as frustrating as this customer can be, he cannot be dismissed.

Response: Extraordinary patience is required. One must listen carefully and completely and never let one's anger get aroused. A sympathetic ear, a sincere apology, and an honest effort to correct the situation are likely to be the most productive. Unlike the Rip-Off Customer, most Chronic Complainer Customers will accept and appreciate your efforts to make things right. This customer wants an apology and appreciates it when you listen. Tends to be a good customer (in spite of his constant complaining) and will tell others about your positive response to his complaints.

This is what we call a paradox. If they appreciate and say good things about you, they would be satisfied.