As companies use social media platforms such as Facebook and Twitter to connect and engage with customers, the same platform is being used by the customers to voice their complaints. Although the complaints may be reasonable, they are usually expressed in the worst possible ways.
To convert unhappy customers into the happy ones, you first need to understand their behaviour and then act accordingly. There are basically five types of customers.
Let’s look at their behaviour and discuss how you can handle them.
- Meek customers: Generally, these customers don’t complain. To identify them, check their history; you will rarely find any complaints from their side. If you manage to get a complaint from them, it means you have really pushed them to the edge. Solve their problem and apologize on the social channel. This will turn them into a passive brand advocates.
- Aggressive customers: This type of customers are always ready to complain, usually loudly and at length. But if you solve their problem quickly and efficiently, they will be equally vocal and prolific brand advocates through all the social channels. While trying to pacify them, do not use excuses or aggression. Agree with them that the problem exists and reassure that you will do everything to solve the problem.
- High roller customers: These customers want to have best of everything and they are even ready to pay top buck for it. When they have a problem, they would be reasonable unless they are hybrid of the aggressive customers. As they are always more interested in the end result, listen to them respectfully and actively. Quickly acknowledge the issue online and go offline to solve the problem.
- Opportunist customers: Opportunist customers are not only interested in solving the problem but they also want to have something to which they aren’t entitled. It’s easy to identify them when they you receive constant “not good enough” responses from them when you are trying to solve their problem. To deal with them, you need to remain unfailingly objective and use accurate quantified data. Ask them what you can do to satisfy them.
- Chronic complainer customers: These customers are never satisfied. There’s always something wrong with your products and services. However, if you manage to gather extraordinary patience and solve their problem with extreme courteousness, they tend to be good customers and will tell others about your positive response.