Complaining Behavior Review each consumer’s comments and answer the questions be

Question

Complaining Behavior

Review each consumer’s comments and answer the questions below.

Joyce: “Over the years, I’ve had a few problems with firms. But I know that things go wrong and the staff usually try to do their best. And what’s the point of complaining, firms really don’t want to know and often I don’t want to get the staff member in trouble either.”
Barry: “That’s not my experience. The firms that I deal with usually want to know if there’s a problem and they generally go out of their way to fix it, and often give me some form of compensation.”

Tom: “I’m not that forgiving. With me, firms only get one chance. If they muck me around, then I take my business elsewhere straight away. And, of course, I tell all my friends about their poor service as well.”

Vera: “In my experience, the only way to get a problem fixed is to play hardball. I write to the CEO of the firm and I threaten bad publicity. If I hear nothing in a week, then I contact the local paper, ring local radio stations and lodge an official complaint with the relevant government agency. It’s amazing how willing they then become to fix my problem.”

What customers among the four are complainers and non-complainers?

Why should firms appreciate complainers?

How would a firm’s strategies differ across the 4 customers above to try to satisfy all of them?

Explanation / Answer

1) Among the four consumers Joyce is the only one who is not concerned for complaining because according to Joyce firms are not bothered about their consumers' feedback and he thinks that complaining will cause trouble for firms' staff which Joyce does not likes.

2) Every business should treat consumers' complains as valuable assets as complains gives an opportunity to learn and help in improving the business. Complains actually guides in following the right path of action while working on areas of improvement.  

3) Case 1:

For consumers like Joyce, first of all firms should do all possible efforts to satisfy each and every consumer. They should also encourage consumers like joyce to share their feedback becuase it will actually help in improvement of a business as a whole.

Case 2:

For consumers like Barry, firms should appreciate consumers who are sharing their feedback and should take those complains positively and they should dive deep into the problem and try to rectify it as soon as possible so that same problem does not re-occur.

Case 3:

For consumers like Tom, firm should go through the consumers' problem which has left the negative impact and they should also ensure that same does not repeat in future. Additionally, after the rectification of problem they should give some additional benefits or compensation for inconvenience caused in order to retain unsatisfied consumer.

Case 4:

For consumers like vera, they should sincerely apologize to the consumer and if consumer is using some media platform for spreading negative publicity then firm should also apologize publicly using media and also declare that same problem will not repeat in future.

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