Unfounded
This is a type of customer complaint in which the customer himself is not right in the current situation. Most often, this happens because the consumer has misunderstood the terms of the contract or has not read them at all. In addition, the customer may imagine the product in a form different from that in which the manufacturer offers it.
The following examples can be given:
A person bought a ticket to a why choose our service theatrical performance but did not pay attention to the fact that it is non-refundable. The client's circumstances have changed and he cannot attend the event. In this case, the consumer will be unhappy that he will not be refunded the money spent, although the organization will act in accordance with its rules, which the buyer should have familiarized himself with in advance.
A guest in a restaurant ordered a drink or a dish, but did not pay attention to the weight and volume stated on the menu. After the order was prepared, he was unpleasantly surprised by the too small or too large portion size.
Complaints from bank clients about product quality inconsistencies.
This type of consumer dissatisfaction does not include situations where companies deliberately try to hide the terms of the contract, print them in small print or even formulate them in such a way that the customer does not understand anything. In such a case, the complaint can be considered justified.
Read also!
"Marketing Tips: How to Show That Your Product is the Best"
Read more
Provocative complaint
These complaints come from people who can be called professional troublemakers. They deliberately create a conflict situation in order to receive a bonus or a discount from the company. Usually their complaints are unfounded, but they present the available facts in such a way that they make you believe that there is a fact of violation of the contract.
They want to get the best service conditions for themselves, a favorable price for goods, or simply satisfy their psychological needs by drawing the attention of others to far-fetched problems. Usually, these people speak in raised tones and put emotional pressure on others.
Here are examples of such cases:
A restaurant guest deliberately criticizes the dishes brought to him, although they correspond to the menu and recipe. He appeals to the fact that the food is tasteless or is not presented in accordance with his ideas about classic serving. As compensation for the alleged moral damage caused, such a guest will demand a discount from the establishment or other bonuses.
A client of a fitness club constantly complains about imaginary problems. He says that the gym is too cold or, on the contrary, too hot, which prevents him from working out. He may not be satisfied with the water temperature in the pool, the parameters of the exercise machines, and other small things. As a result, the client accuses the club staff of not wanting to satisfy his needs and demands compensation.
Claims can be different, and it is important for company employees to learn how to handle customer complaints competently. Each of them is important for the company, so it is necessary to process each negative statement received from customers and give a feedback. The response to a customer complaint must be adequate and competent.