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

Joyce and Vera in this case are complainers where Joyce believes that the organization also possess various limitations and have difficulties in maintaining ideal situation and therefore he is quite a person who empathize situations unlike Vera who believes that in order to be successful, there should be escalation if the issue or else things may not go the way it is expected to.

Firms should appreciate complainers because it actually provides organizations with proper feedback and ensure that the organization improves their situation and work on what they want to work out for them. If complianers are not there, the organization may not be able to make out what they need to do in order to improve and be successful.

Joyce expects less so it would be easy handling him as he can be made happy with very less and the service provided to him if is effective he will be more than happy to work. Barry believes that he gets along nicely and organizations need to understand that if there is any issue, Barry will communicate the same if they are approaching him. Tom is hard to please and the organization needs to be on their toe in order to satisfy him. Vera needs to get everything on place or else he may resort to escalation.

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