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Different Types of Complainers for an Organisation?


Complainers, basically can be put into 4 major types for an organisation perspective. Those are,


a) Passive
b) Voicers
c) Irates
d)Activists


Passive Complainers, are those customer who have some problems/ dissatisfaction with the company products but do not communicate the same to the organisations. They believe that complaining would be of no use, not be worth the time and effort. Sometimes, their personal values restrict them from complaining.  But it is not a good sign for any organisation to have more number of passive complainers.


Voicersfor no hesitate to vice their opinions and definitely complains.  They also feel that the consequences of complaining will be positive and will lead to some social benefits.  These are loyal customers and do not spread a negative word of mouth even if they have grievances.  They do not shift their loyalty and also do not even engage in complaining to the third party.  Therefore, organisations should value these customers as they are indirectly giving them an opportunity to serve them.


Iratesare frustrated customers who engage in negative word of mouth withing a close groups.  But they feel that their complaints can be beneficial for others especially passive complainers, and so they do not go to the third party complaining. Rather they prefer shifting to other options.  They are not staunch loyalties and can switch any time to other brands.


Acitivitsare complainers having a unique combination of all the above stated types of complainers.  Organisation look at them as 'terrorists'.  They complain to the concerned organisations as well as they have a tendency to spread a negative word of mouth and even complain to the third party about the grievances.  yet they are optimistic about positive consequence of their complaints.


The organisation has to first identify the type of the complainer and then decide upon the future course of action for dealing with the complainer.

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