Types of Complaining Customers And How to Handle Their Complaints (Infographic)

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Can you relate?

Customer complaints are inevitable in Customer service, technology might fail, an overlooked issue might rear its head, there’s bound to be one problem or the other.

Failing to see how valuable Customer complaints are, or not resolving them will impact your business negatively. Luckily 56-70% of the Customers who complain to you will give you another shot, but bear in mind that this percentage will decrease if you fail to make use of their feedback or resolve subsequent complaints.

According to researchers Allen F. Wysocki, Karl W. Kepner, and Michelle W. Glasser, complaining customers can be divided into five categories. In their paper published by the University of Florida, they described these customer types and provided suggestions on how you can effectively handle their complaints.

Not all Customers will fit perfectly into these categories, the important thing here is to learn to identify these complaint patterns and respond appropriately. This will make it easier to deal with whatever complaints that may come your way.

Check out the infographic below on the 5 types of complaining Customers

 

Kelechi Okeke
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