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.