5 Types of Complaining Customers And How to Handle Their Complaints (Infographic)

No matter how hard we try we simply cannot please 100% of the people 100% of the time, that’s why customer complaints are inevitable in customer service. Whatever the problem might be, the way you address unhappy customers and handle their complaints can have a major impact on your company’s reputation.

Obviously, ignoring complaints and failing to resolve them can make your customers leave and spread negative word of mouth. On the bright side, 56%-70% of the customers who complain to you will do business with you again if you resolve their problem. If they feel you acted quickly and to their satisfaction, up to 96% will do business with you again, and they will probably refer other people to you.

Whenever you come across complaining customers, understanding what type of customer you are dealing with and knowing the best way to respond can be very helpful. According to researchers Allen F. Wysocki, Karl W. Kepner, and Michelle W. Glasser, complaining customers can be divided into five categories. In their paper published by the University of Florida, they described these customer archetypes and provided suggestions on how to effectively handle their complaints.

Surely, not all complaining customers fit perfectly into these 5 categories. But once you learn to identify these complaint patterns and respond appropriately, you’ll definitely find it easier to deal with whatever complaints come your way. Check the infographic below for details and some helpful tips and make sure to share them with your customer service team.

5 Types of Complaining Customers And How to Handle Their Complaints
5 Types of Complaining Customers And How to Handle Their Complaints

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Provide Support is a leading customer service software provider, offering live chat and real-time visitor monitoring tool for businesses: www.ProvideSupport.com

Mary Shulzhenko
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Mary Shulzhenko

Assistant Marketing Director at Provide Support, LLC
Mary is an Assistant Marketing Director at Provide Support, LLC. She is a writer and blogger on customer service, customer support and customer experience.
Mary Shulzhenko
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2 thoughts on “5 Types of Complaining Customers And How to Handle Their Complaints (Infographic)

  1. Please correct my comment on your previous post, “10 Do’s and Don’ts of Excellent Customer Service” my comment was regarding having a computerize phone to dial or answer and direct people calling businesses. I made a spelling error at the end of my comment. I sure you will see it.
    Also, can you have someone contact me regarding your company and services?

    1. Leslie, thank you, we will correct the error, don’t worry about that. If you have any questions about our company and services, you can always get in touch with our customer support team whenever is the most convenient for you, our agents are available 24/7, just call our chat support.

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