Question

Which of the following does not come under types of complainer?

• A. Aggressive
• B. Expressive
• C. Passive
• D. Construction
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Hint:

The most challenging category is the Passive/Meek complainer because the hotel cannot resolve an issue if they do not know it exists, often leading to silent customer loss.

Answer 1

The Correct Option is D

Step 1: Identifying Standard Customer/Complainer Typologies:
In customer service and hospitality training, complainers are categorized into distinct personality types based on their communication style and expectations during a service failure.

Step 2: Analyzing the Categories of Complainers:

• Aggressive Complainer (Option A): Outspoken, highly demanding, and often loud. They want immediate resolution and can be intimidating.
• Expressive/Chronic Complainer (Option B): Regular customers who complain frequently but continue to use the service. They expect their concerns to be listened to patiently.
• Passive/Meek Complainer (Option C): Reluctant to voice complaints directly to staff but will share their negative experiences with friends, family, or online platforms.
• Construction/Constructive (Option D): While feedback can be constructive, “Construction” (or Constructive) is not a scientifically or operationally recognized category of complainer.

Step 3: Finding the Outlier:
Therefore, “Construction” is the correct option as it does not represent a standard complainer type.