What kind of a complainer are you?
Maybe you’re the squeaky wheel — the guest who keeps writing back over and over, even after you’ve been told “no” in a dozen different ways. Or maybe your grievances fall into the “special circumstances” category — you’re sick, you’re broke, you’re having a bad year.
Perhaps you’re a name-dropper, copying a vice president or CEO on every customer service inquiry to ensure it receives the proper attention.
You could be the litigious type: “Give me what I want, or I’ll sue.”
At the right time, these are all perfectly reasonably ways to complain to a travel company. At the wrong time, they can doom your customer service request to failure at the hands of a dreaded form response.
A few weeks ago, I was invited to speak at the Society of Consumer Affairs Professionals’ annual conference in Atlanta. After my speech, I witnessed a surprisingly lively and candid discussion among the participants, all of which were customer service managers in the travel industry. The topic? How to value your customer. Specifically, how do you prioritize requests from customers based on their elite status?
During our debate, the audience referred to the kinds of complaints they get, and much to my surprise, I found I had categorized them in a similar way. You need to know about these groupings, because being in one or another can make a big difference in how your grievance is handled.