| Topic : Handling Customer Complaints |
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BattleGround for Sales Professionals
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Activity:
794 views;
last activity : 07 06 2010 20:18:09 +0000
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Take Action,,
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Treat Complaints as Challenging Opportunity Given by customer To serve the customer
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Would my answer interest you?
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UNDERSTANDING AND LISTENING
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listen to customer needs and requirements.
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Don't lie to the customers to hide your faults. Be open!!
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Take suggestions of customers very seriously and analyse them very well.
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customer satisfaction is the first thing
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use compalaints as a means to improve customer satisfaction and product/ service improvement.
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LISTEN TO YOUR CUSTOMER
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Abhimanyu's !dea
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Look for Veracity, apologize, assure, update & check satisfaction level.
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Accept mistakes and correct them as soon as possible
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All Customes are Equal!
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posted by Mr.Mimas
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Complaints shuld be taken as a route to improve customer satisfaction and also an opportunity to improve products and service
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Listen to the customer
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Special bonus
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(How can we deal with customer complaints effectively?)
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Customer Complaint can generate new product improvement/service improvement idea
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submissive attitude
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By taking
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service is main task for dealers
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Analyse And Act
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A positive and a responsible response is needed
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Only best action & communication on action taken helps in the long run
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Be proactive and Plan Recovery Procedures
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Establishing a Strong Complaint Handling Cell Headed by Senior Manager
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By giving best service to customer in time bound period
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By giving best service to customer in time bound period
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Communicate & take feedback after complaints are resolved for satisfaction.
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Consumer protection laws and faster resolution mechanism
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A few things which are found effective in resolution of customer complaints
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Innovation is the need then
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Complaint Types and Customer Feedback - Use it to your advantage
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There can be two ways for customer grievance: 1. Related to product 2. Related to service After having listened the complaint immediate or time bound actions should be there, even to the extent like complete replacement of the product in the first case & rectifications of faults with apology & some bonus gifts in matters related to service. |
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Take a corrective step of action immediate after listing the customer compliant or feedback..........
Steps to Handling a Customer Complaint
Satisfying a customer who has made a complaint not only improves client relations it improves business processes overall.
Apart from listening to the customers issue, the person who is interacting with the customer should be in a position to explain why it happened and also should let the customer when and how he will be compensated for it and it should be genuine and the company should adhere to the commitment made. If the company fails to strict to the commitment made again that customer is almost lost forever...
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If customer complaints are not treated as complaints but as suggestions, opportunities or customers opinion autmatically lot of issues can be resolved. Involve customer in finding a solution to his/her complaints. http://wp.me/ptbdL-R |
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Its very true Mr. Natteraj customers are the assert for an organizations. So the organisations should take the feedback on complaint as a challenge and prove themselves as company which considers customers values. This helps them to attain growth and retain their valuable customers.
For any business organization customers are the asset and hence the complaints received from the customers, whether it is related to the products or services, should be attended immediately without any delay. Then after studying the nature of it, solution should be given to the problems emanated. This would enhance the company's creditability which in turn facilitates the sales growth of any company shooting/resolving the issues emerged from their customers.
After all business is for mutual benefit, trust and bilateral. In case the company decides unilaterally without resolving the issues from the customers, it would lose future business from the customers.
R.A.Natteraja
Area Sales Manager
HPL INDIA LTD
Treat Customer Complaints as opportunities to improve your services/products. It is better to have a demanding customer rather than a customer who never complaints and chances are that never gives you business as well. A demanding customer also helps to improve the products/Services which ensures that the organization is ahead of the competition. So thank the customer who takes the valuable time & effort to giv eyou constuctive feedback.
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The right possible way to achieve your best results in Customer Service as a Business Owner is to understand that your customer service employee needs not to carry any pressure on his/her shoulder in order to be able to focus on serving that customer from his/her innermost heart. If you fail to provide the right atmosphere to your employees, you will end up loosing more customers than you can even imagine. Please read carefully. Yes, you have provided the right work environment for your employees. You provided the best infrastructure, facilities, good food etc etc... but failed to provide the most important thing that your employee needs from you and that is UNDERSTANDING. Understanding what? we meet at work far more than we spend our time with our own families, however, many Managers, Team Leaders, Floor Supervisors and Person in-charge adds more pressure on their Team Members in order to achieve their targets in the end of the day. But how many customers have lost in single working day? 1? 2? 3?. Now multiply that customer you have lost to as many numbers as you want, for that customer's friends, family members, colleagues and so on, and the word of mouth will spread at times even faster than a bullet, specially in a small town/community and you will end loosing not only your product but the most important task for your company and that is The Customer's Trust. To handle customers complaint is to be able to understand first of all how much your employees are welling and ready to serve, help and assist that customer and turn his/her negative thoughts and/or complain to trust what ever your company is providing and make him/her holds on to it. Need the Solution? 1. Understand that your first Customer is your employee. 2. Look for the least and unexpected matters that disturbs your employees. Do not expect that your employee will stand up and complain or write about it in your books. 3. Create an effective counseling division for your employees. 4. Understand what are they going through and provide them with a solution to understand and be able to separate their emotional, financial, personal problems from attending your customers. 5. Do not try to pretend that you know what your employees are thinking about, let them tell you and share with you what they are thinking about. You can do that by giving this responsibility to the counseling division to establish that connection, because not every person is welling to let you in his/her personal life. 6. Training department must provide your employees with the highest rates of examples for your employees what an irrated customer is and how to handle them? 7. Provide your employees with all that is possible to Master the Listening Skills at any cost or way. Once you have achieved the satisfaction of your employees, you will have a professional Customer Service Executive who is welling and ready to serve, handle and assist any kind of customer no matter what his/her complain is all about. I hope that you may find my points useful. Best regards,
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Mimas amassing answer, I too agree with what you have said. Even Natteraja your answer was great. According to me these are the best practices companies should follow to deal with customer complaints.
Thanks for sharing your valuable thoughts.........
22-01-10
Dear all,
I would like to extend my thanks to all professionals who have contributed their different opinions on the subject matter
However I would like to place before you as detailed below:-
Here the question is how can we deal with customer complaints effectively?
Well, taking action, treating challenging opportunity to serve, understanding and listening to customer needs are fine.
Here it may please be noted that the customer complaints whether related to products or service are a burning issue which should be virtually ensured the demise of it. The business relationship between the two should be compatible to associate with each other with a view to have good reciprocity. Hence any customer’s complaint encountered should be dealt with swiftly to resolve the issue, without consuming more time.
There are several alternatives to solve the problems. But one has to choose the best alternative to shoot it immediately.
The customers with grievance will not wait for days, or even for one day, in case of product or service complaints especially in the electrical installations. All works related to electricity will be heavily suffered. If a machine is stopped for an hour, it will be a loss in production.. Under the circumstances, the production engineer or the electrical engineer will not keep quiet and subsequently they will start applying immense pressure on the supplier to attend. Hence the customer complaints with this nature should be resolved within hours, either by servicing or replacing the defective product immediately.
Under conditions cited above, one should not follow the system/procedure of recording the facts and findings that led to the problems, and this is because it is a time consuming process, which the customer will not like. Of course it comes later.
It would be worth mentioning here that a good system in place is a boon to every organization. A good system followed by the company will take it to achieve work efficiency, better performance, better overall control and coordination of various branch operations from the head office and finally to achieve productivity and profits.
But the systems should not be used to apply to the grieved customers having complaints to report. Any system should aim at minimizing the time involved and also simplify the work in order to get the things done faster.
In view of the above one should wisely decide where to apply systems and procedures and where not to.
With thanks & Regards
R.A.Natteraja
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Listening to the customer when he is angry is most important and to hear him put and empatize with him and provide solutions rather than excuses |
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Any service industry should be committed to provide promt service to customer requirements upto their satisfaction and it should be the endeavor to bring continual improvements in products, processes and service to the customers by analysing the performances through internal and external customer feedbacks. |
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When customer's come with some complaints with regard to the sold product or service, they take this as a big issue(even if small from company point of view). But those complaints must not be taken lightly and must be given higher importance so that the customer feel he has been given all those importance that he is expecting. Believe me customers don't need much than the quality service in time. And if the company is sticking to their words and if possible well before the time the complaint is honored then one can get more business from the same customers, which most of the organizations are missing this opportunity to greater extent because of the bad service rendered. ... Thank you, Manish N Cheers!! |
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22-01-10
Dear All,
I would like to extend my thanks to all professionals who have contributed their different opinions on the subject matter
However I would like to place before you as detailed below:-
Here the question is how can we deal with customer complaints effectively?
Well, taking action, treating challenging opportunity to serve, understanding and listening to customer needs are fine.
Here it may please be noted that the customer complaints whether related to products or service are a burning issue which should be virtually ensured the demise of it. The business relationship between the two should be compatible to associate with each other with a view to have good reciprocity. Hence any customer’s complaint encountered should be dealt with swiftly to resolve the issue, without consuming more time.
There are several alternatives to solve the problems. But one has to choose the best alternative to shoot it immediately.
The customers with grievance will not wait for days, or even for one day, in case of product or service complaints especially in the electrical installations. All works related to electricity will be heavily suffered. If a machine is stopped for an hour, it will be a loss in production.. Under the circumstances, the production engineer or the electrical engineer will not keep quiet and subsequently they will start applying immense pressure on the supplier to attend. Hence the customer complaints with this nature should be resolved within hours, either by servicing or replacing the defective product immediately.
Under conditions cited above, one should not follow the system/procedure of recording the facts and findings that led to the problems, and this is because it is a time consuming process, which the customer will not like. Of course it comes later.
It would be worth mentioning here that a good system in place is a boon to every organization. A good system followed by the company will take it to achieve work efficiency, better performance, better overall control and coordination of various branch operations from the head office and finally to achieve productivity and profits.
But the systems should not be used to apply to the grieved customers having complaints to report. Any system should aim at minimizing the time involved and also simplify the work in order to get the things done faster.
In view of the above one should wisely decide where to apply systems and procedures and where not to.
With thanks & Regards
R.A.Natteraja
22-01-10
Dear All,
I would like to extend my thanks to all professionals who have contributed their different opinions on the subject matter
However I would like to place before you as detailed below:-
Here the question is how can we deal with customer complaints effectively?
Well, taking action, treating challenging opportunity to serve, understanding and listening to customer needs are fine.
Here it may please be noted that the customer complaints whether related to products or service are a burning issue which should be virtually ensured the demise of it. The business relationship between the two should be compatible to associate with each other with a view to have good reciprocity. Hence any customer’s complaint encountered should be dealt with swiftly to resolve the issue, without consuming more time.
There are several alternatives to solve the problems. But one has to choose the best alternative to shoot it immediately.
The customers with grievance will not wait for days, or even for one day, in case of product or service complaints especially in the electrical installations. All works related to electricity will be heavily suffered. If a machine is stopped for an hour, it will be a loss in production.. Under the circumstances, the production engineer or the electrical engineer will not keep quiet and subsequently they will start applying immense pressure on the supplier to attend. Hence the customer complaints with this nature should be resolved within hours, either by servicing or replacing the defective product immediately.
Under conditions cited above, one should not follow the system/procedure of recording the facts and findings that led to the problems, and this is because it is a time consuming process, which the customer will not like. Of course it comes later.
But the systems should not be used to apply to the grieved customers having complaints to report. Any system should aim at minimizing the time involved and also simplify the work in order to get the things done faster.
In view of the above one should wisely decide where to apply systems and procedures and where not to.
With thanks & Regards
R.A.Natteraja
always think that u are also a customer for some other part. so dont be afraid of, dont lie, dont hide yur faults. be proactive. u can solve all customer issues.
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After analysing their suggestions, give them feedback on the decisions taken after analysis in order to make them aware that you will welcome any suggestions in the future. This idea of taking customer suggestions seriously will also make customers feel that they are well valued and as customers realize their value to your business you are assured of winning their trust in your firm. |
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I support isaac, Customers are the assets of a company so giving them the value for their money is the key issue a company should look upon. So accept the complaints from your customers patiently and analyse it and come up with a solution that makes them happy and attract them towards your company.
Thanks for sharing your ideas......
22-01-10
Dear All,
I would like to extend my thanks to all professionals who have contributed their different opinions on the subject matter
However I would like to place before you as detailed below:-
Here the question is how can we deal with customer complaints effectively?
Well, taking action, treating challenging opportunity to serve, understanding and listening to customer needs are fine.
There are several alternatives to solve the problems. But one has to choose the best alternative to shoot it immediately.
The customers with grievance will not wait for days, or even for one day, in case of product or service complaints especially in the electrical installations. All works related to electricity will be heavily suffered. If a machine is stopped for an hour, it will be a loss in production.. Under the circumstances, the production engineer or the electrical engineer will not keep quiet and subsequently they will start applying immense pressure on the supplier to attend. Hence the customer complaints with this nature should be resolved within hours, either by servicing or replacing the defective product immediately.
Under conditions cited above, one should not follow the system/procedure of recording the facts and findings that led to the problems, and this is because it is a time consuming process, which the customer will not like. Of course it comes later.
It would be worth mentioning here that a good system in place is a boon to every organization. A good system followed by the company will take it to achieve work efficiency, better performance, better overall control and coordination of various branch operations from the head office and finally to achieve productivity and profits.
But the systems should not be used to apply to the grieved customers having complaints to report. Any system should aim at minimizing the time involved and also simplify the work in order to get the things done faster.
In view of the above one should wisely decide where to apply systems and procedures and where not to.
With thanks & Regards
R.A.Natteraja
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customer satisfaction is the first thing in service dominating industry. Always try to satisfy customer by taking quick actions like servicing or replacement etc. and also try to implement the advise given by customer if it possible. If a sales man sales a product to a customer different from his requirements, it is the perfection of the sales man that he sold to him but he must be think that it can create problem for customer and he can complain to you, in that case a sales man must always faithful to customer if he want to make a brand image of the company. |
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Amit I agree with you, the best way to handle customer complaints is to reply them as soon as possible so that they get satisfied. Once a customer is satisfied with the service it is easy to handle him. So customer satisfaction plays a vital role in dealing with complaints.
use compalaints as a means to improve customer satisfaction and product/ service improvement.
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use compalaints as a means to improve customer satisfaction and product/ service improvement. |
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Customer is a king in today's market, so which ever industry you are into you have to face the unsatisfed customers. As per me in SERVICE SECTOR: One should avoid over-commitments, this will reduce 50% chances of complaints and even if there are any complaints, be a good listener and then try to negotiate instead of quarrel. This will not only help to regain the customer bu also will spread good WOM publicity. Manufacturing Sector: Try to provide value for customer's money. If customer dislikes the product change it, this will help you to develop a healthy bind with the customer. Successful companies are those which LISTEN TO PUBLIC DEMANDS and TRY TO MAKE ETHICAL PROFITS
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Misunderstandings & mistakes happen in every business and organisations. However, how you deal with the customer complaints that result is very important. After all, you don't want those customers to take their business elsewhere. Follow these tips for effectively dealing with customer complaints: * Step 1
Have specific people in charge of handling complaints. Step 2
Have a good attitude about complaints. Ok, so none of us actually like to listen to complaints. However, complaints are a way to learn how to improve.. Step 3
Listen. Customers want to be heard and understood. Step 4
Apologize for the problem. It doesn't matter that you are correct or wrong. Step 5
Try to fix the problem or make it up to your customer in some way. Step 6
Give them something to show your appreciation. It doesn't have to be much. Step 7
Keep records of complaints. This will allow you to analyze what is going wrong and make changes For more clarification please feel free to be in touch with me.. Thanks & Regards: Abhimanyu Singh M:+91 9999341999 (Delhi) M:+91 9738107766 (Bangalore) |
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22-01-2010
Dear All,
I would like to extend my thanks to all professionals who have contributed their different opinions on the subject matter
However I would like to place before you as detailed below:-
Here the question is how can we deal with customer complaints effectively?
Well, taking action, treating challenging opportunity to serve, understanding and listening to customer needs are fine.
Here it may please be noted that the customer complaints whether related to products or service are a burning issue which should be virtually ensured the demise of it. The business relationship between the two should be compatible to associate with each other with a view to have good reciprocity. Hence any customer’s complaint encountered should be dealt with swiftly to resolve the issue, without consuming more time.
There are several alternatives to solve the problems. But one has to choose the best alternative to shoot it immediately.
The customers with grievance will not wait for days, or even for one day, in case of product or service complaints especially in the electrical installations. All works related to electricity will be heavily suffered. If a machine is stopped for an hour, it will be a loss in production.. Under the circumstances, the production engineer or the electrical engineer will not keep quiet and subsequently they will start applying immense pressure on the supplier to attend. Hence the customer complaints with this nature should be resolved within hours, either by servicing or replacing the defective product immediately.
Under conditions cited above, one should not follow the system/procedure of recording the facts and findings that led to the problems, and this is because it is a time consuming process, which the customer will not like. Of course it comes later.
It would be worth mentioning here that a good system in place is a boon to every organization. A good system followed by the company will take it to achieve work efficiency, better performance, better overall control and coordination of various branch operations from the head office and finally to achieve productivity and profits.
But the systems should not be used to apply to the grieved customers having complaints to report. Any system should aim at minimizing the time involved and also simplify the work in order to get the things done faster.
In view of the above one should wisely decide where to apply systems and procedures and where not to.
With thanks & Regards
R.A.Natteraja
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Look for the veracity and nature of the complaint, apologize if wrong, take corrective steps, update the Customer and finally observe his satisfaction level. This is the professional way of handling complaints. For a complaint that is found to be genuine, taking immediate corrective step is definitely a solution, but it looks professional if the above series of steps are followed. An organization that looks at each complaint as learning experience, proper documents will be maintained. |
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It's Good and an advantage to accept your mistakes. Don't try to cover up your mistakes even when u have an advantage to do so. Accept the mistakes and correct as soon as possible and this will help u to keep good customer relations. Customer relationship is the heart of a business and should not be compromised. As we offer services to customers we should not forget that we are bound to fault and that makes it necessary for us to accept the faults. Customers are always right because you have to be there for them. As a worker, customer complaints are a clue to improve your business because without their complaints you will have no cause to take an action when something is going wrong. Mistakes are inevitable and we should endeavour to understand the complaints and take the necessary action. |
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While agreeing to everyone's views, I should like to add that you should first treat all customers - big or small - as equal and that the customer complaint is in response to his / her dissatisfaction with your product &/or service, that needs to be understood well and attended to promptly or lose him/her along with several scores of the future prospects, as well. |
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Thanks Mr.Ramdas Pawar for your valuable sharing on this topic |
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Complaints shuld be taken as a route to improve customer satisfaction and also an opportunity to improve products and service
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Complaints are a positive sign - that atleast customer is still interested in product/ service and want to talk to us rather than taking an action and switching brand and services. It should be taken in that spirit and delt with. Moreover it also gives an opportunity to improve defeciencies in product and services - based on the inputs. |
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When a customer has a complaint, it's sometimes employee instinct to "tell the customer how it is". While it's understandable to be defend oneself and even company procedures, especially when the customer has been rude or aggressive, it's more important to listen to the customer. Even if it's not possible to adjust company policy or directly satisfy the customer's issue, actively, calmly, and sincerely listening to the customer's complaint conveys respect and concern. And it helps reduce tension. |
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Company should apologise from the customer and after resolving his problem, to make sure the customer is completely satisfied, company should provide some special service or a reduced price on another product to assure the customer will come back for more business. Many retail stores have a generous return policy to satisfy dissatisfied customers. |
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Prevention is better than cure. In the arena of relationship marketing and permission marketing products(goods and services) have to be customized so that complaints can be avoided. In an organization there should be a customer complaint addressing cell where each member, from the telephone operator to solution makers should employ their utmost attention so that it is attended with passion (like a doctor giving confidence to the patient with his passionate touch) and solve the problem as soon as possible.If there is cost constraint and no different cell is possible the solution makers should come to know immediately as the complaint is launched. In case of franchisee contract co should give stress on the former's capability and exhibit its power so that there is affirmative commitment from the franchisee members. |
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After all You are in business to generate fair return to your investment by providing goods and service to your customers. Customer Complaint can generate new product improvement/service improvement ideas. Attending to customer greviences will generate new path ways to provide service and / or give a innovative product/service idea. Encouraging customer feed backs without waiting for them to complain would be like investing in growth in the future. |
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I think when any customer is complaining that means he/she is quite agitated and obviously not satisfied with the products.In that situation,we should be more submissive in front of them,listen to them which could make them feel that we are feeling really sorry for our fault.Then we should take immediate action.Thus we could have not only a customer rather we could gain a loyal customer. |
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I can say in brief -First of all customer is main person to the organization/business. If the customer coming for complaints means there is defective either in product or service. The dealer can exchange the product or correct it by replacing parts of the product or otherwise sent to the manufacture for replacement. In there is lack of service, the dealer has to provide service until warrenty period etc., The dealer has to handle the customer complaints effectively by adopting their grievances and to give soloutins within time limit. Service is the main issue for the dealer. Dealer shall provide good service to the customers. IF the service is good, the customers will visit more times. |
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You should not jump into action after receiving the customer complaint. The word complaint is negative. Take it as feedback and not complaint. In my opinion you should proceed in this way. 1. Receive complaint 2. Response to customer that you are doing the needful. 3. Try to find the answer of Why? 4. Resolve the complaint by taking necessary action. 5. Try to take corrective steps so that in future it is not repeated.
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If a complaint is received by the customer care section of any retail chain the response has to be really responsible. Generally the people who have to reply have a limited empowerment and they only speak the fixed reply which has been advised to them because of a limited empowerment. There are certain situations they have to have some decision taking power so that the impression on a complainer is really very positive. It is only possible when a replier has an ownership of the job he is doing. Unfortunately it hardly happens, which generally does not satisfy the complainer |
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self experience
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Complaints not only due to the product defect or service fault, it may due to the attitude or poor performance of the employees. Try to address the complaint immediately and try to explain the reasons behind the failure of the product or service. Finally DO THE JOB RIGHT FIRST TIME + EFFECTIVE COMPLAINT HANDLING = INCREASE IN THE SATISFACTION AND LOYALTY |
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Establishing a Strong Complaint Handling Cell Headed by Senior Manager Customer Complaints handling
is a long term strategy to remain afloat in the market It should be taken care
of by a senior Manager equal to the status of the Marketing Manager in every
marketing oriented organization. Customer complaint handling is very sensitive
and important part of business management. Business entities having short term
outlook do not bother its sensitivity and carelessly handle complaints. They
take it as an additional expense in attending to complaints and therefore,
avoid attending. I have faced several short sighted management mishandling
complaints. They take the opportunity of customer’s complaints in pushing for a
new product instead of attending to the complaints and removing the genuine
grievances. After new models of water
filters with foreign technology were introduced in the market the marketers
view sales points as an opportunity to sell their replacement filters every six
month in the replenishment market or introducing a new model over the old one
to augment their sales volume every year. Complaints in the old products are
hardly taken seriously. A small defect in the nozzle of the tap gives the salesman
the opportunity to promote to replace the machine itself. My own machine is
lying idle for some years because of this problem. The serviceman comes to sell
filters only and with a promise to rectify the complaint soon and vanish away
to return after six months again with the same promise. The head of the complained cell should convey the message clearly to the sales cum service men to satisfy the customers firston the complaint first and then ask for additional demand for new orders.
Microsolar Brain |
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22-01-10
Dear All,
I would like to extend my thanks to all professionals who have contributed their different opinions on the subject matter
However I would like to place before you as detailed below:-
Here the question is how can we deal with customer complaints effectively?
Well, taking action, treating challenging opportunity to serve, understanding and listening to customer needs are fine.
Here it may please be noted that the customer complaints whether related to products or service are a burning issue which should be virtually ensured the demise of it. The business relationship between the two should be compatible to associate with each other with a view to have good reciprocity. Hence any customer’s complaint encountered should be dealt with swiftly to resolve the issue, without consuming more time.
There are several alternatives to solve the problems. But one has to choose the best alternative to shoot it immediately.
The customers with grievance will not wait for days, or even for one day, in case of product or service complaints especially in the electrical installations. All works related to electricity will be heavily suffered. If a machine is stopped for an hour, it will be a loss in production.. Under the circumstances, the production engineer or the electrical engineer will not keep quiet and subsequently they will start applying immense pressure on the supplier to attend. Hence the customer complaints with this nature should be resolved within hours, either by servicing or replacing the defective product immediately.
Under conditions cited above, one should not follow the system/procedure of recording the facts and findings that led to the problems, and this is because it is a time consuming process, which the customer will not like. Of course it comes later.
But the systems should not be used to apply to the grieved customers having complaints to report. Any system should aim at minimizing the time involved and also simplify the work in order to get the things done faster.
In view of the above one should wisely decide where to apply systems and procedures and where not to.
With thanks & Regards
R.A.Natteraja
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Achieving customer satisfaction norms by resolving their grievances in a time bond period so as to create win-win situation for customer as well as Company.
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Achieving customer satisfaction norms by resolving their grievances in a time bond period so as to create win-win situation for customer as well as Company.
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If action taken is communicated, feedback sought after the complaint is resolved then & then only smoothly one can handle the complaints. One complaint resolution is a lesson for the whole organization to learn for life time. That spirit if percolated in the corporate sector, the amazing results can be experienced. |
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Consumer protection laws must include "standard product definition" ie; "a product must be fit enough for the standard purpose for which it is meant for merchentability and usability". Once this is enacted then in courts they don't have to go for long procedures of fact finding, instead if the customer feels it is not fit enough then fact finding ends there and order is given to replace or teturn. The problem here is our labor skill are not to the standards of western and other countries, the reason may be lack of welfare which prevents them from performing skills expected of them. Also that the process of skill transfer might have been erroneous due to the same reason given above. So manufacturers and decison makers find it difficult or abstain from taking the risk of enacting the above law for fear of threat to their existence. Customer complaints need not occur in well meaning economies and if it happens, it must be redressed to the customers advantage rather than to the manufacturers advantage in a well meaning economy, where customer is the king. In the 80"s the philosophy shifted from "caveat emptor or buyer beware to "caveat vendor" seller beware. |
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22-01-2010
Dear All,
I would like to extend my thanks to all professionals who have contributed their different opinions on the subject matter
However I would like to place before you as detailed below:-
Here the question is how can we deal with customer complaints effectively?
Well, taking action, treating challenging opportunity to serve, understanding and listening to customer needs are fine.
Here it may please be noted that the customer complaints whether related to products or service are a burning issue which should be virtually ensured the demise of it. The business relationship between the two should be compatible to associate with each other with a view to have good reciprocity. Hence any customer’s complaint encountered should be dealt with swiftly to resolve the issue, without consuming more time.
There are several alternatives to solve the problems. But one has to choose the best alternative to shoot it immediately.
The customers with grievance will not wait for days, or even for one day, in case of product or service complaints especially in the electrical installations. All works related to electricity will be heavily suffered. If a machine is stopped for an hour, it will be a loss in production.. Under the circumstances, the production engineer or the electrical engineer will not keep quiet and subsequently they will start applying immense pressure on the supplier to attend. Hence the customer complaints with this nature should be resolved within hours, either by servicing or replacing the defective product immediately.
Under conditions cited above, one should not follow the system/procedure of recording the facts and findings that led to the problems, and this is because it is a time consuming process, which the customer will not like. Of course it comes later.
It would be worth mentioning here that a good system in place is a boon to every organization. A good system followed by the company will take it to achieve work efficiency, better performance, better overall control and coordination of various branch operations from the head office and finally to achieve productivity and profits.
But the systems should not be used to apply to the grieved customers having complaints to report. Any system should aim at minimizing the time involved and also simplify the work in order to get the things done faster.
In view of the above one should wisely decide where to apply systems and procedures and where not to.
With thanks & Regards
R.A.Natteraja
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Few things I have found effective : Firstly acknowledge the complaint, tend to the concerns, revert with solutions and apologise for the inconveniences and then most importantly followup later to check their satisfaction on the attention of that concern. This ack-solution-followup cycle leaves the customer with satisfaction. |
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Generally complaints are the outcomes of a dissatisfied customer. This is an opportunity for a company to look back into the products and services. Every complaint is a true crtitical feedback. Remember the Vanilla Icecream case? This is a room for innovation. At times, innovation could be even retrenching the products for the healthy performance of other products. The first step is calling a complaint a complaint. Call it a "feedback". Things will fall in place once companies decide to read the feedbacks. Have a small team. Let them brainstorm on all complaints. All it will do is better your performance.
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In general most people do not give complaints about a product or service in a country where complaints are graciously accepted and redressed. Where is in Developed Economiies There are signbords and ads asking customers to return goods if they are not satisfied and people tend to make it a habit to return the goods after few days. People buy DVD's make copies or equipment like paper shredders and make one time use and then return it saying they didnot like it. Some companies take feed back from customers since they want to contineously improave their goods and services, since they know that building a satisfied customer base or knowing what customers are looking for next or in an existing product or service is the only way they can remain in business and continue to make and improve profits. Complanits can be of different type. Complaints of a dissatisfied customer asking for replacement of a product or for a refund of money. Customer with a complaint and may not ask for replacement or refund but give a suggestion for improvement of product or service or provide what was his exact requirement and to what extent the product or service didnot meet his requirement and why he still kept the product. Once you receive the complaint you can study and analyse them and use it to your benifit as well as take action to ensure that the customers remain with you and you will remain in the market. In a monopoly market you may not receive complaint or receive very rarley. Similarly when a new product or service is marketed you may not receive complaints and you may have to device a method such as asking for feedback if you want to remain in business (not just market). Either way complaints are always acceptable it helps a company and saves you money on doing customer research. So encourage complaints and redress them promptly and use it to your benifit. |
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