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

Sponsored


About The Author: posts interesting infographics related to marketing from around the web. Opinions and facts shared by these infographics are those of the original authors and not by Marketing Land. Want your infographic featured? See this page.

Connect with the author via: Email | Twitter



Marketing Day:

Get the top marketing stories daily!  

Share

Other ways to share:
 

Read before commenting! We welcome constructive comments and allow any that meet our common sense criteria. This means being respectful and polite to others. It means providing helpful information that contributes to a story or discussion. It means leaving links only that substantially add further to a discussion. Comments using foul language, being disrespectful to others or otherwise violating what we believe are common sense standards of discussion will be deleted. You can read more about our comments policy here.
  • http://metzmiranda.wordpress.com/ Metz

    Nice!

    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 – kingged.com where this post was found.

  • http://www.liveperson.com 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! http://www.liveperson.com/connected-customer/posts/3-ways-prevent-identify-and-engage-unhappy-customers-social-media

Get Our News, Everywhere!

Daily Email:

Follow Marketing Land on Twitter @marketingland Like Marketing Land on Facebook Follow Marketing Land on Google+ Subscribe to Our Feed! Join our LinkedIn Group Check out our Tumblr! See us on Pinterest

 
 

Click to watch SMX conference video

Join us at one of our SMX or MarTech events:

United States

Europe

Australia & China

Learn more about: SMX | MarTech


Free Daily Marketing News!

Marketing Day is a once-per-day newsletter update - sign up below and get the news delivered to you!