The Aggressive Customer: 

The Aggressive Customer will loudly voice any complaints and will not accept excuses. How to Respond: Thank the customer for sharing their concern and listen. Be polite, agree on the definition of the problem, and explain what's being done to resolve the situation and when. The Risk: In heated customer situations, it's easy to become confrontational. Thanking the customers for sharing their concerns will make them feel that the staff members are sincerely interested in hearing what they have to say. 

The Chronic Complainer Customer: 

The Chronic Complainer Customer is never happy and continuously reports issues. How to Respond: It is the responsibility of staff to provide excellent support to the Chronic Complainer. Since the guest wants an apology, listen respectfully, be sympathetic and make an honest effort to correct the situation. The Risk: It's very likely that the Chronic Complainer will contact support again. This type of customer will accept and appreciate your efforts to fix the situation.