Complaint Management and Customer Loyalty

1. Type of complaints

1.1. Moinstrumental Complaints

1.2. Ostensive Complaints

1.3. Reflexive Complaints

2. Type of complainers

2.1. Meek Customer

2.2. Aggressive Customer

2.3. High-roller Customer

2.4. Rip Off Customer

2.5. Chronic Complainer

3. Complaining Outcomes

3.1. Voice

3.2. Exit

3.3. Retaliation

4. Service Failure Identification

4.1. Core Services

4.2. Customer needs/requests

4.3. Unsolicited Employee Actions

4.4. Problematic Customer

5. Recovery Strategy

5.1. Compensatory Strategy

5.2. Apologetic Strategy

5.3. Reimbursement Strategy

5.4. Unresponsive Strategy

6. Customer Retention

6.1. Profits derived from sales

6.2. Profits from reduced OP cost

6.3. Profits from referrals

7. Customer Retention Programs

7.1. Frequency Marketing

7.2. Relationship Marketing

7.3. Aftermarketing

7.4. Service Guarantee