Infographic: How To Deal With Complaining Customers On Social Media

Social media has turned into a new and important channel for customers to reach out to brands when they have complaints, though sometimes in a most-unsocial manner. Here’s a guide to five types of customers you might encounter and how to deal with them.

Meek, Aggressive, High-Roller, Opportunist and Chronic Complainer are the customer types that ExactTarget outlines in this infographic.

The Meek Customer has a low “difficult to fix” and “irrational” metric, where a simple “I’m sorry” may be enough to solve the problem. The Aggressive Customer is suggested as better dealt with by taking the complaint off-line. Watch out for the Chronic Complainer, with the highest difficulty to fix and irrational metrics:

Want the infographic for yourself? You’ll find it here: How to Deal with Complainers on Social Media.

Related Topics: Channel: Social Media Marketing | Infographics


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  • Metz


    There are varieties of customers in the world, meek, aggressive, high-roller, opportunist, and chronic complainer customer.

    I hate them all! Unfortunately, sometimes I alter into one of them whenever I do not like the service of a certain business.

    These people are difficult to be avoided if you do not know how to build a relationship with them. Nevertheless, you can face them the right way if you recognize what they are trying to say.

    I have shared this comment in the content syndication and social bookmarking and networking website for Internet marketers – where this post was found.

  • Terra Walker Mrkulic

    Nice post, and graphic! We agree that social media is a key customer service channel for today’s digital consumer. People like to share brand experiences with friends, family and co-workers. For this reason, online reputation is more important than ever. And, no matter how great a brand’s customer service, complaints are bound to happen. It’s how your brand responds that truly matters. If you’re interested, I recently wrote a post on preventing, identifying and engaging unhappy customers on social media (plus how to create positive social buzz). I’d love your feedback!

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