Difficult Customers: Not Always a Problem to Defuse

Difficult customers are not always a problem to defuse — what the studies show, and what they do not.

The Research

Tax, Brown & Chandrashekaran (1998, Journal of Marketing) show that the quality of complaint handling influences loyalty.

The Limitation

Self-reported data, effects varying with severity.

The Nuance

Some difficult customers highlight a genuine service shortcoming: addressing their concerns also means improving. (our executive and employee training programmes)

Practical Implication, Testable in Neuchâtel

Classify the month's complaints as either a “service signal” or an “interpersonal situation” and address both. To go further: explore the Client Reception training in Neuchâtel in the canton of Neuchâtel, or browse our executive and employee training programmes in Switzerland.

In pictures: Client Reception in Neuchâtel

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