A customer complaint is "an expression of dissatisfaction on a customer's behalf to a responsible party". It can also be described in a positive sense as a report from a customer providing documentation about a problem with a product or service.

  • Consider filing a complaint
  • Identify the entities causing or contributing to the harm
  • Map the grievance mechanisms that may apply
  • Identify your desired outcomes
  • Choose the appropriate grievance mechanism
  • Prepare for the complaint
  • Write the complaint
  • File the complaint
  • Engage in the process
  • Do the Follow-ups


An online community can be the perfect outlet for transforming customer support into a powerful and engaging experience. Online communities provide efficient support through improved customer knowledge; people can resolve problems at their own speed and learn as much or as little as they want. Companies can pre-populate communities with strong content to address frequently asked questions. Further, customers can connect with others based on similar interests, such as product inquiries or support issues - and even route questions to experts for immediate answers.

However, no customer support strategy is perfect. Customers will continue to complain and customer support will fail to meet expectations. In fact, 78% of consumers end a business relationship due to poor customer service. So how can you effectively resolve customer complaints and avoid the risk of losing their business? It depends on customer's beliefs, attitudes, and needs. A study conducted by the University of Florida identified five types of customers and their complaints. Each archetype has different expectations that should be considered in order to effectively deliver customer support:



The Meek Customer: The Meek Customer will avoid submitting a complaint because he or she doesn't want to be a pain or believes you don't care.

The Aggressive Customer: Aggressive Customer will loudly voice any complaints and will not accept excuses.

The High Roller Customer: A High Roller Customer is likely to complain in a reasonable manner, unless he or she is an Aggressive Customer hybrid.

The Rip-off Customer: Instead of looking for an answer or satisfactory support experience, the Rip-Off Customer is looking for a handout.

The Chronic Complainer Customer: The Chronic Complainer Customer is never happy and continuously reports issues.