This document discusses the importance of handling customer complaints effectively to provide superior customer performance. It identifies five types of complainers: Meek, Aggressive, High-Roller, Rip-Off, and Chronic Complainer, and offers tailored responses for each. The article emphasizes the need for organizations to acknowledge, identify, and handle complaints positively, suggesting a seven-step procedure for resolving complaints. It concludes by highlighting the necessity of training customer service personnel to manage complaints efficiently and encourages feedback for continuous improvement. Published May 2001.
