Different Types Of Social Media Complainers And How To Solve Thier Issue – Online Customer Service Tips

When you run a big company or a firm,the social media or community manager plays a very important. Dealing with customers and bearing customers reaction when they interact with your brand is a hectic job. The customer complaint lifecycle differs by distinct complainer persona types, social media plays a unique and critical part in protecting brand equity and customer loyalty. According to a recent article by the University of Florida, there are five types of complainer. To fully understand how social media comes into play , its important to humanize each interaction and think about the individual types of complainer so that you can respond accordingly via social media.

1 – The MEEK CUSTOMER

 The meek customer generally will not complain, however , they will post or comment on  Facebook or Twitter when they have really been pushed to the edge. The Meek  Customer will often have little to no history all complaining and is often just looking to be  reassured that their voice is heard.

 Solution

 A simple and public “ I am sorry” on the social channel used for thier comment  will  usually rectify the situation and turn the Meek Customer into a passive brand  advocate.

2 – The AGGRESSIVE CUSTOMER

 The Aggressive Customer readily complains, often loudly and at length. However, if  you solve the problem for this customer in a quick and efficient manner, you are likely  to have a very vocal and prolific brand advocate through all social channels. The  Aggressive Customer does not respond well to excuses or aggression.

 Solution

 Always take this consumer offline through direct messaging or email. Listen  completely and ask “ What else?” Agree that a problem exists, and indicate  what  will be done to resolve it.

3 – The HIGH-ROLLER CUSTOMER

 The High-Roller Customer expects the absolute best and is willing to pay for it. They are  likely to complain in a reasonable manner, unless they are a hybrid of the aggressive  customer. They are interested in results and what you are going to do to recover from the  customer service breakdown.

 Solution

 Always Listen respectfully and actively , questioning carefully to fully determine  cause. Quickly and publicly acknowledge the issue online and go offline to correct  the  situation.

4 – The OPPORTUNIST CUSTOMER

 For the Opportunist Customer, the goal is not to get the complaint satisfied, but rather to  win by getting something the customer is not entitled to receive. A constant and repetitive  “not good enough” response to efforts to satisfy this customer is a sure indicator of an  opportunist.

 Solution

 Remain unfailingly objective. Use accurate quantified data to back up response.  Consider asking “What can i do to make things right ?” after the first “not good  enough”.

5 – The CHRONIC COMPLAINER CUSTOMER

 The Chronic Complainer is never satisfied; there is always something wrong. This  customer’s mission is to win. Yet, they are your customer, and as frustrating as this  customer can be , they cannot be dismissed. In spite of their constant complaining they  tend to be good customers and will tell others about your positive response.

 Solution

 Extraordinary patience is required , but a two-way dialogue should never take  place  through social channels. One must listen carefully and completely and  never get  angry.


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