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Ways people choose to complain > Ways people choose to complain - Pg. 74

74 Complaint Management Excellence As we have seen earlier, when something goes wrong for the customer, he or she incurs an emotional as well as an economic cost. When customers are annoyed, frustrated or angry, they can choose one of four styles to voice their complaint. They can address the issue in a manner that is: assertive; passive; aggressive; passive-aggressive. Figure 5.1 gives a summary of the four communication styles. F i g u r e 5.1 The four communication styles Assertive behaviour Displaying confidence in communicating yet at the same time considering the views of others. This behaviour allows individuals to communicate their thoughts and