Skip to main content

CUSTOMER COMPLAINTS & HOW TO HANDLE THEM

Typical customer complaints will involve the customer calling the company and telling you about a product or service which is not performing as per expected standard. Such a customer complaint may be genuine or there may be some oversight from company end due to which the customer is suffering.
The reactions of customers can vary if their product is not performing up to mark. Some customers might show more patience than others. In any case there needs to be a set protocol to handle irate customer. Thus we are outlining a 7 step method for handling customer complaints.
1 Have thorough knowledge of your own products / services – Before handling customer complaints, you need to know your own systems inside out. A customer who is calling for a complaint will be even more enraged if you do not know your own products or services.
2 Listen to the customer – Not listening to the customer can create grave problems. Imagine if the customer has a genuine problem but instead of listening to the problem completely, we start giving the wrong solutions. This can only elevate the situation further.
3 Confirm customer complaint – A company generally has a service setup in place to take care of customer complaints. Thus if you have received a complaint, first you need to confirm with the service department whether they are already taking care of the complaint. If they are, then the customer needs to get in touch with the service department. If they aren’t, then you need to promote co ordination between the customer and the service department. Proper co ordination between departments is the strongest way of handling customer complaints.
4A find a resolution if problem is genuine – If the customer complaint is genuine, than you need to find the resolution at the earliest. The resolution might include a refund, a replacement, repairing or rectifying the error. In either case, there needs to be a clear policy of how customer complaints have to be resolved. In absence of such policies, your employees will not be empowered to take decisions.
4B Handle customer properly if problem is not genuine / not as per company policy – In some cases, the customer might be unlucky and his product would not be under warranty or his complaint might not match company policies. In such cases, customer complaints needs to be handled politely but firmly and the company policy needs to be communicated to customers such that there is no bad blood later towards the brand / product.
5 Convey your commitments to the customer – Once you know the resolution of the complaint, the same needs to be communicated to the customer and a strong commitment needs to be given. The commitment needs to be fulfilled to avoid customer dissatisfaction.
6 follow up with customer after complaint resolution – A way to ensure customer satisfaction is when he receives a call from your service department to confirm whether the complaint has been resolved as per the expectation of the customer.
7 Feedback after 1 week – The customer might still be agitated after a week or so. But a simple confirmation call after a week or so can go a long way in creating customer delight. Asking the customer whether or not he is happy with the services will build confidence of the customer in the brand and will help in future for word of mouth promotion.
Handling customer complaints properly is an important aspects of building brands. Over a period of time, if word of mouth spreads that your company is good in selling products but not so good in providing the right service, then be rest assured that you will find it very difficult to get new customers via word of mouth. On the other hand, if the general public are happy with your after sales service because of your handling of customer complaints, your brand can reach a top level positioning in peoples mind while making a purchase.

Comments

Post a Comment

Popular posts from this blog

GET TO KNOW EXTENDED MARKERTING MIX

The extended marketing mix is, as the name suggests, an extension of the marketing mix which was traditionally for products. The 4P’s are also known as product marketing mix. As services came more into the picture it was seen that the 4p’s could not justify the marketing mix. There were 3 more elements which were necessary to actually explain the marketing of services. When products began offering services, the extended marketing mix began applying to products as well (like Maruti service stations where Maruti is a product and the service station is a service). These are the elements which were added to the marketing mix to form the extended marketing mix. In the above figure, the product marketing mix are the first four P’s and the next 3 P’s are added to make the Extended Marketing mix. This extended marketing mix is also known as the service marketing mix. The four PS mainly constituted the following 4 elements Product Price Place Prom...
Post a Comment
Read more

7 BUSINESS LOCATION THAT INCREASE BRAND VISIBILITY

Marketing has changed and it has become more personal. People nowadays need convenience and you cannot expect that your customer will come to you. You will have to go to your customer again and again so that he does not switch to any other brand. Remember that your customer has numerous options in his hand. Thus your business needs to present in locations where the customer can make his buying decision easily. This is where your business location plays an important role. The process of managing a business is continually changing but more importantly with the advent of online marketing, your business location itself has changed. Because of the increasing usage of internet, Smart phones too are the latest trend and hence the reach of internet is now quadrupled. But it is not necessary that your customer be present only on the internet. Brick businesses are as alive today as online businesses. Below you will find a list of 7 business locations that you should be ...
1 comment
Read more

TISS YAPATA BOSS MPYA.

  Rais wa Jamuhuri ya Muungano wa Tanzania Dkt.Samia Suluhu Hassan, Amemteua Bw.Said Hussein Masoro kuwa Mkurugenzi mkuu wa Idara ya Usalama wa taifa,Kuchukua nafasi ya Kamishina Diwani Athuman Msuya  Ambaye ameteuliwa kuwa Katibu Mkuu Ikulu. Kabla ya Uteuzi huo Bw.Masoro alikua akihudumu katika Idara ya Usalama wa Taifa kama Naibu Mkurugenzi mkuu na Mkurugenzi wa shughuli za  ndani wa Usalama wa Taifa. Wakati huo huo Rais Dkt.Samia amemteua Balozi Hussein Othman Katanga Kuwa Balozi wa Tanzania mjini New York, Nchini Marekani na muwakilishi wa kudumu wa Umoja wa Mataifa. Balozi Katanga anachukia nafasi ya Balozi Profesa Kennedy Gaston,Ambaye Uteuzi wake umetenguliwa. Balozi Katanga kabla ya Uteuzi huu alikua Katibu Mkuu Kiongozi. Vile vile Mhe.Rais Dkt.Samia amemteua Bw.Moses Mpogole Kusiluka Kuwa Katibu Mkuu Kiongozi,Ambapo kabla ya Uteuzi huo alikua Katibu Mkuu Ikulu. Taarifa Rasimi Kutoka Kurugenzi ya mawasiliano ya Raisi Ikulu iliyotolewa mapema Jana Januari 3,2023, i...
Post a Comment
Read more