Learnership Management System

Identify What Sort of Complainer They Are


A recent academic publication on customer complaints presents a strong case for categorizing complainers through a selection of archetypes that most customers fall into when voicing their concerns.


The Meek Customer: Generally averse to complaining, but warrants a mention because you may need to inquire deeper to get them to reveal exactly what is wrong.
The Aggressive Customer: Outspoken and not shy about letting you know what’s on their mind. Your best bet is to avoid being aggressive back and instead react with “What else may I help you with?” Show that you’re ready and willing to hear them out.
The High Roller: Your “enterprise” customer; they likely pay you well and demand premium support for it. While no customers are fond of excuses, this customer hates hearing them.
The Chronic Complainer: This customer will contact you a lot, but that doesn’t mean that their issues should be dismissed. Patience is required here, but once satisfied this customer will have no qualms about singing your praises to others.
The Barnacle: Although the publication identifies this type as the “rip-off” customer, I find the barnacle label to be more accurate. This customer is never happy and isn’t really looking for a satisfactory response; they are just trying to get something they don’t deserve. Everything is not good enough unless they’re getting a handout, and your best bet is to maintain your composure and respond as objectively as possible.