There is a kind of person who observes, or simply just hears a customer situation, they will unconsciously analyze the situation and then quickly suggest you how you should deal with it. And of course, it works perfectly.
There must be a characteristic possessed by this person in order to do it.
We call it “Customer sense”.
“Customer sense” - a very abstract term. Admittedly it’s super important that everyone directly working with customers desires.
Some people said it’s mainly innate that you were born with it. I strongly believe that the “sense” can totally improved through continuous practice and experience by bearing a solid thinking in mind: customer centric: put yourself in the customer’s shoes, especially emotionally like what they will think if they get it, …
So the first thing is to learn about customer types, what you should do step by step, guided by the expert. Through practices and practices, those experiences will automatically become your unconscious sense. It’s the transition from quantity to quality or in Vietnamese, we say: “sự thay đổi về lượng, đến mức độ nhất định, sẽ dẫn đến sự thay đổi về chất”.
Let’s start with 5 typical types of customers’ complaints which need to be identified. Each type is motivated by different beliefs, attitudes and needs. Consider the following definitions of types of complainers, how one might respond to them and the danger of not handling complaints effectively.
1. The meek customer: generally will not complain directly by words.
- Danger: may quietly leave, never to return again.
- Response: Actively solicit comments and complaints, proactively offer first to build rapport
- Example: the fact is there are a lot of customers who rarely complains but they just left and we still thought: the customer were not angry or complained at all! They left because of their personal matters?
2. The aggressive customer: angry/irritated ones: https://stories.magestore.com/t/how-to-deal-with-angry-customersn-the-angry-andy/321
3. The high-roller customer (VIP): expects the absolute best and is willing to pay for it. Likely to complain in a reasonable manner, unless a hybrid of the aggressive customer. Is interested in results and how you handle the customer service problem.
- Danger: Not interested in excuses, unsatisfied
- Response: Listen respectfully and actively, question carefully to fully determine cause and correct the situation. Let him feel the privilege or priority that you (might) give him. Because he will pay a lot of attention of the service quality, besides product itself.
4. The Rip-off customer: The goal is not to get the complaints satisfied but rather to win by getting something the customer is not entitled to receive.
- Danger: Continuous complaints
- Response: BE FIRM, remain unfailingly objectives. Be sure the adjustments is in keeping with what the organization would normally do under the circumstances. Consider asking “What can I do to make things right” after the 1st “not-good enough” response.
- Case study: (in the comment)
5. The Chronic Complainer customer: is never satisfied. These customer loves to complain. Yet, they are your customers, and as frustrating as these customers can be, they can not be dismissed.
- Response: Extraordinary patience is required. A sympathetic ear, sincere apology and an honest effort to correct the situation are likely to be the most productive response. Unlike the Rip-off customer, most chronic complainer customer will accept and appreciate your efforts to make things right. Chronic customers are often repeat customers (in spite of their constant complaining) and will tell other about your positive response to their complaints.
- Example: there are some customers who continuously complain about the issue while we’re trying to fix the problem. But once we fix it, they go to Facebook page and give us 5 Star right away, as well as are willing to recommend our solution to others.
- Case study: (In the comment)