How to Identify Customer Types and Resolve Complaints

For those of us working with clients and customers regularly, it only takes a few words to make our skin crawl: “I’d like to speak to management, please.” Being confronted by a difficult or unhappy customer is not pleasant. Most likely, our sense of pride will lead us to ask ourselves, “What’s the point?” and we might feel tempted to just walk away or, even worse, fight with the customer. But what if we could find ways to be productive with unhappy customers? Understanding customer types gives your business a leading edge by being armed with knowledge about the different types of customers and how they behave.

 

The important thing to remember when a customer complains is, although they may appear angry or upset, they are coming to your business with important information. Their complaints will contain valuable details about your products or services, how it has caused a problem and how this presents a challenge to the customer. Furthermore, the complaint can lead to a conversation about how the product or service could be improved.

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