Dissatisfied customers can sometimes be difficult to approach, depending on their expectations and perception of the problem. To be able to manage their expectations here is how to identify the typology of dissatisfied customers.
A customer’s dissatisfaction is a parameter that can be quite tricky to manage. The most common causes of dissatisfaction are usually late delivery, price or product quality. Each client will have a different reaction depending on their personality and sensitivity. In addition, some customers perceive certain points as very important in a business relationship while others will see these same factors as secondary.
Whatever the origin of your customer’s dissatisfaction, it is essential to clearly identify it in order to quickly resolve the problem. Indeed, managing customer problems helps improve your image, especially with social networks. To be able to manage dissatisfaction, you must therefore be able to identify the typology of dissatisfied customers.
The negotiator is the most common profile. He is mainly motivated by the material and financial aspect and will discuss each tariff. The relationship thus takes a back seat and it is generally a person who will negotiate each service, each call and each intervention. You must therefore be firm and straightforward in each of your negotiations by valuing the benefits that you will bring them.
This type of client tends to exaggerate their perception of what they perceive to be negative about them. It is a delicate profile to manage because its perception can complicate the processing of the complaint. You must then respond diplomatically and keep your cool.
The opportunistic customer will take advantage of each situation to obtain compensation and will not hesitate to use dissatisfaction as an excuse to obtain an attractive price or a free service. If there is a problem, he will not hesitate to ask for a gesture of goodwill and threaten to change provider in the event of a negative response or create a bad reputation for you. To manage this type of profile, you must give an equivalent consideration for the damage suffered if it is real.
The litigator stops on the smallest detail that could work against you. Even if he expresses no real dissatisfaction, he will not hesitate to quote the legal and contractual texts to show that he is right. In addition, he will rarely contact you by phone but rather by e-mail in order to keep a record of your exchanges. He is direct, cold and clearly expresses his expectations. You must be transparent in your exchanges and not hesitate to summarize each conversation in an email.
The sincere person considers himself the victim of an injustice and wants his problem solved. He doesn’t hold it against you personally and is willing to remain your customer if you are transparent and do everything to make up for his dissatisfaction. His feelings are honest and not exaggerated. You need to take care of that client and not hesitate to admit your wrongs when they do.
THE EARLY ADOPTER
This type of customer appreciates novelty and wants to be among the first to test a new service. His dissatisfaction will rather be based on the lack of innovation or creativity, so you must renew yourself and be on constant watch to innovate as often as possible.
He has a strong bond with you. He is a long-time customer who will play on his loyalty when it comes to obtaining compensation. If he’s not happy with your answer, he won’t hesitate to say that he feels betrayed because he thought he had a special relationship with you. You have to show him that you care and value him with little attention.
This type of customer is quite difficult to pinpoint because he does not express his problem clearly. He will therefore find it difficult to formulate his compensation requirements, but he will not hesitate to talk about his experience to his close professional relations. He is also one of those who respond to satisfaction surveys, so do not hesitate to ask him and invite him to express his expectations.
Knowing this type of customer will now allow you to know how to react in the event of a dispute. Keep in mind, however, that even if a customer fits a profile, they are still human and can have unpredictable reactions, for both good and bad.