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.
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.
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
As Per Indian Money
Review 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’s
the issue. 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.
To handle customer complaints effectively, the company must
hire smart personnel who can speak to the customer in a polite and caring
manner.
https://indianmoney.com/articles/how-to-handle-customer-complaints-a-review-by-indianmoney