Question

A business traveler checked into a Hyatt hotel and was given a room next to the elevator. When he turned on the television, he was greeted with a Hyatt customer service survey. He immediately took advantage of having the survey to let Hyatt know how unhappy he was with his room location. The business traveler would most likely be classed as a(n) _____ type.

Answer 1

Answer:

The correct answer is C. Voicer.

Explanation:

The traveler's behavior was voicer, since he used a valid means to communicate his dissatisfaction. The use of the voice is not required to enter this group, since any type of communication using a cordial tone is considered a voicer. Depending on the situation, the traveler was friendly and the hotel has probably assigned him a new room much quieter than the first.

Answer 2

Answer:

voicer

Explanation:

In customer service, complainers, or customers that are not satisfied with our service, are classified in to the following groups:

1. Passive or meek complainers: dissatisfied customers that do not communicate their dissatisfaction with the company since they believe it will make no difference and it'snot worth it.  
2. Voicers: dissatisfied customers who decide to complain about what they do not like about the service or product offered. Generally the complaint is carried out through the formal feedback channels since they believe that their problem will be corrected. This type of complainers are considered positive complainers since correcting the problem will increase their loyalty.  
3. Irates: frustrated customers who complain in an aggressive manner and are specially hurtful because they decide to share their bad experience with everyone available. They usually have no loyalty to any brand, and they switch constantly.  
4. Acitivits: they are basically a combination of the three previous types, since their attitude and behavior can change depending on the situation. Sometimes they are passive, sometimes they are voicers and other times they can be irates.
5. Rip-off: they decide to complain not because something is wrong, but because they want to receive special treatment that they weren't entitled to.
6. Chronics: they are never satisfied and really test the patience of the employees, since no matter what they do, it will never be OK. They decide to complain simply because they are able and entitled to.

Research about customer satisfaction shows that only 1 in 26 dissatisfied customers will actually make a complaint, meaning that 25/26 are passive or meek complainers. But that is not good, since research has also determined that 91% of them will not return as customers. While up to 96% of voicers will return if their problem has been solved and their brand loyalty increased.