The document categorizes types of complainers in 4 groups from least likely to most likely to take action: 1) Passives complain only to themselves and think it's not worth taking action. 2) Voicers complain to the company directly but may give the company a second chance. 3) Irates complain more widely to friends and competitors but also may give a second chance. 4) Activists are most likely to take formal action by complaining to authorities or third parties, with less chance of giving the company another opportunity.

1. Type
of
Complainers
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2. Monday, March 4, 13

3. Monday, March 4, 13

4. Monday, March 4, 13

5. U U
Passives Activists
U U
Voicers Irates
U
Types of Complainers
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6. Types of Complainers
Likely to
Give Company
2nd Chance
More Less
Average
Likely To Take Action
Less More
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7. Types of Complainers
Likely to
Give Company
2nd Chance
More Less
Passives
Complaint to
Self
“No point!
Waste of time
& Effort!”
Average
Likely To Take Action
Less More
Monday, March 4, 13

8. Types of Complainers
Likely to
Give Company
2nd Chance
More Less
Passives Voicers
Complaint to Complaint to
Self Company
“No point! “Hey! I am your
Waste of time loyal customer
& Effort!” ok! Why are
you doing this
to me!”
Average
Likely To Take Action
Less More
Monday, March 4, 13

9. Types of Complainers
Likely to
Give Company
2nd Chance
More Less
Passives Voicers Irates
Complaint to Complaint to Complaint to
Self Company Friends/Competitors
“No point! “Hey! I am your “Company A is
Waste of time loyal customer better than my
& Effort!” ok! Why are previous
you doing this company!”
to me!”
Average
Likely To Take Action
Less More
Monday, March 4, 13

10. Types of Complainers
Likely to
Give Company
2nd Chance
More Less
Passives Voicers Irates Activists
Complaint to
Complaint to Complaint to Complaint to Third Parties/
Self Company Friends/Competitors Authorities
“No point! “Hey! I am your “Company A is “I am lodging
Waste of time loyal customer better than my this complaint
& Effort!” ok! Why are previous against
you doing this company!” Company A
to me!” for ...”
Average
Likely To Take Action
Less More
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11. www.ramitup.com
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