Complaints against brands are very common and happen each
day. Complaints are usually posted by customers who are not happy with the
products or services offered by the company. Even though companies try hard to
reduce consumer complaints and keep customers happy, sometimes things are out
of their control.
Customers are the stakeholders of a business, so it’s very
important to keep them happy. If a company has a lot of unhappy customers, it
has a negative effect on the business. If a customer is unhappy with the
services or the products, they will not keep quiet and propagate this to the
whole World. If a business keeps customers happy, this is free marketing for
them.
So when a company receives a customer complaint, they should consider it as constructive
feedback and handle it with the right attitude. Unfortunately, many businesses
think handling customer complaints is a frustrating process and tend to ignore
them. Doing so has a negative impact on the business.
How
to Handle Customer Complaints? A review by Indianmoney: Types of customer complaints
1. Product-Specific complaints
These complaints are regarding the products sold by the
business. A consumer might receive a product which is not in proper working
condition. Businesses can resolve these complaints by fixing the product or
replacing them with a new product.
2. Wrong delivery
This happens in the case of online shopping. As many people
shop online, chances of wrong product delivery increase. These complaints can
be resolved by replacing the product delivered.
3. Misunderstanding
Customers may post complaints against Companies due to a
misunderstanding. Companies can reduce such misunderstanding by hiring a
knowledgeable customer care.
How to Handle Customer Complaints?
Whenever companies receive consumer complaints, they should
ask consumers to be part of the solution, and should not view them as part of
the problem. We will now discuss how companies can handle consumer complaints
effectively.
React to the complaint immediately
If companies receive complaints from customers, they must
respond immediately. Complaints can be received via social media, mobile, email
or through a complaints portal. If complaints can't be resolved immediately,
customers must be kept informed that the issue is being looked into and will be
resolved soon.
Be calm and handle the issue
In most cases, customers who post complaints would be angry
and speak to customers care executives, rudely. The customers care executives
must never lose their cool and listen patiently to the complainant. Yelling
back at the customers will not help.
Collect the required details
Once the customer is done vis-a-vis concerns, the customer
care executive should collect all the necessary details and understand what the
issue is. He must build a rapport with the customer.
Resolve the issue as soon as possible
After the requisite information is collected, the company
must take the necessary steps to resolve the issue as soon as possible. If the
complaint is resolved quickly, the customer will be happy and will come back
again and again.
If you take a lot of time to resolve complaints, the
customer will be frustrated and there are high chances of switching to
competitors.
Have a complaint against any company? IndianMoney.com
complaints portal Iamcheated.com can
help you resolve the issue. Just visit Iamcheated.com and lodge your complaint.
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on any company you can post it on Indianmoney.com review
and complaint
portal IamCheated.com.
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