Today I Learn… I make a point of learning something new everyday. This is what I learn each day

1, May 2, 2012

Customer Services: Four Types of Customer Reactions, Part I

Filed under: Emotional Intelligence — admin @ 12:43 am

On 4/10 I attended a training in customer service, a required one by our work place. I learned many interesting things there. First of all, customer can be defined as anyone we interact with. That’s a broad one. Here’s another one on customer satisfaction.

Happy customer Patron Praiser
Unhappy customer Walker Talker

They are largely four types of customer reactions:
(1) Patron – a happy customer but has not expressed this verbally
(2) Praiser – a happy customer who either sends a thank you letter or verbally expressed it.
(3) Walker – an unhappy one but says nothing about it, just walk away and never return.
(4) Talker – an unhappy one and let you know immediately of his unhappiness by verbalizing it.

At first, I thought the kind of customer reaction is more determined by one’s personality, the out-going customers being more verbal while introverts tend to be either patron or walker. I was surprised to learn that 9 out of 10 unhappy customers are walkers.

I think it is in the culture that people avoid confrontation and choose passive aggressiveness when they are not happy. In fact, you can see the same pattern of response in all human interactions, including within a family. The introverts tend to walk away without a word when they are upset, but the unhappiness is still there. The out-going ones will shout and yell and let the world know their unhappiness. Very interesting.

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