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Handling Customer Complaints
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Handling Customer Complaints
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Management & Strategy Consulting
Functional Area : Consumer Sales |
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About " Handling Customer Complaints" topic:
When a customer contacts your company to complain about a product or service received, it can be a blessing in disguise. For every person who complains, there can be hundreds who do not bother to complain but who also spread negative comments about your company.
In situations where customer complaints occur, the complaint must be dealt with immediately and the cause of the complaint rectified. Some companies are not concerned with quality and often ignore complaints or deal with them dishonestly. Seeking customer satisfaction benefits a company in the long run. In this topic, let us discuss effective customer handling management....
In situations where customer complaints occur, the complaint must be dealt with immediately and the cause of the complaint rectified. Some companies are not concerned with quality and often ignore complaints or deal with them dishonestly. Seeking customer satisfaction benefits a company in the long run. In this topic, let us discuss effective customer handling management....
4 insight
, 3 debates
, 12 idea contests
, 2 question
on topic: " Handling Customer Complaints"
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(rate this)
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1
Take Action,,
2
Treat Complaints as Challenging Opportunity Given by customer To serve the customer
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Leena Pawar
| Supported idea
"customer satisfaction is the first thing"
| 2 years ago
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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...
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Anirban Bhattacharya
| Added idea
"Analyse And Act"
| 2 years ago
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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...
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Manzoor Ahmed Sohail
| Supported idea
"Take Action,,"
| 2 years ago
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Steps to Handling a Customer Complaint Give customers a voice Thank customers for their feedback Listen carefully to the problem Agree with the truth in the complaint Stick to the facts when responding Make solutions (action plan) simple for both...
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Ideate: "How can we deal with customer complaints effectively?" deleted from your view.
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(rate this)
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Yes
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5
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17
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No
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ravi vyas
| Argues in support of
"No"
| 2 years ago
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I do not understand how can complaints reduce on warranty terms. If I buy a product with or without warranty and then I have a problem in the product, I will definitely register a complaint. The only difference is if its under warranty I do not...
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Gargi Sinha
| Argues in support of
"Yes"
| 2 years ago
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Yes this will reduce complaints because the customer is happy when he is given replacement. So he never gives complaints even though the product is not good. Shridhar that's not true, people are more clear about guarantee and warranty.
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NITIN DEOLE
| Argues in support of
"Yes"
| 2 years ago
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Sometimes extending Warranty coverage can be risky decision particularly new products & can lead to enormous pressure building on services people.
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Debate: "Would changing warranty coverage reduce complaints?" deleted from your view.
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(rate this)
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1
BeA Blessing In The Customer's Life That Day.
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LISTEN, ACT - Do Not REACT!
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R. Rajagopalan
| Added idea
"Get trained"
| 2 years ago
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It is true. let us also analyse why they behaive? definitely they have pain which they wd like to show.( I do not agree that they should show to others!! any way). first of all, if is a misatke by us, learnt to accept and apologise. do not argue...
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Ajay Ziz
| Supported idea
"BeA Blessing In The Customer's Life That Day."
| 2 years ago
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glen .. why give customer everything ( are we on sale).. point no.5
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Ideate: "How do you deal with difficult customers?" deleted from your view.
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(rate this)
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1
Awarding points for feedback
2
Through Informal discussions
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Sujeet Vishwakarma
| Added idea
"Make the Customers feel important..."
| 2 years ago
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The customers laze off in giving feedback feeling their individual feedback has no much relevance aforth the inertia of large numbers operating in the results. Inviting them to the work, or research premises will add value to your questionnaire....
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kasturirangan.r
| Supported idea
"Through Informal discussions"
| 2 years ago
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Good idea but feedback can also be had informally once in a month customer meet or quarterly or half yearly to make it formal.
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Ideate: "How can we promote customer feedback?" deleted from your view.
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(rate this)
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Yes
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7
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2
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No
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Makrand Bhave
| Argues in support of
"No"
| 2 years ago
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Meena is right to an extent. Sales guys seek gratification in terms of payback for the efforts taken and methods applied to reach the targetted bottomline. Not that deduction takes place if the target is not achieved, but the risk of loosing a...
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Jeevan Balwant
| Argues in support of
"Yes"
| 2 years ago
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Yes ofcourse, anything paid as a reward for excellent performance is a great motivator. However incentives should be given on time and as promised otherwise in may result in the employees striking back.
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Resmi Maxim
| Argues in support of
"Yes"
| 2 years ago
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This is definitely one of the methods of keeping employees motivated, and a reinforcement. It depends on one's attitude whether to choose the option or not! Very rarely the opportunity is left unexploited and that is why incentives are widely...
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Debate: "Do incentives exist to reinforce staff commitment to consumer satisfaction?" deleted from your view.
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Harvey Mackay, author of the New York Times #1 bestsellers 'Swim With The Sharks Without Being Eaten Alive' and 'Beware the Naked Man Who Offers You His Shirt', tells a wonderful story about a cab driver that proved this point. He was waiting in line for a ride at the airport. When a cab pulled up, the first thing Harvey noticed was that the taxi was polished to a bright shine. Smartly dressed in a white shirt, black tie, and freshly pressed black slacks, the cab driver jumped out and rounded the car to open the back passenger door for Harvey. He handed my friend a laminated card and said, 'I'm Wally, your driver. While I'm loading your bags in the trunk, I'd like you to read my mission sta...
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Amit Kumar Singh
| Commented
| 1 year ago
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this is required to hanle customer complain in ef efective way to get win-win state,becuese one satisfy customer or dissatisfy make positve or negative image of product.
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Insight: "Great Customer Service is a choice" deleted from your view.
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(rate this)
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1
Courts can apply legal notions to protect industry members
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Equal protection to all citizen
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Nitin M Aras
| Supported idea
"Courts can apply legal notions to protect industry members"
| 2 years ago
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Its a good idea...with certain guideline and common minimum understanding with customer.
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RAMANATHA PRABHU N
| Added idea
"Equal protection to all citizen"
| 2 years ago
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Law protects all citizen equally irrespective of their position, caste, creed, age etc, similarly it protects all artificifial and jurisdictional persons created by law. All commercial laws are ment for the support for the citizen as well as...
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Ideate: "How law can help in handling Customer Complaints?" deleted from your view.
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Easy to Understand, Encourage and Communicate
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Unconditional
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sunkara rajesh kumar
| Added idea
"Easy to Understand, Encourage and Communicate "
| 2 years ago
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A guarantee focus a company more on customers. Encourage the customers on complaints where the failure occur. It a sure way to discover cracks in your service or products and avoid customer defection. Companies should offer a guarantee so mild...
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Shailena Varma
| Added idea
"Easy to Invoke"
| 2 years ago
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A customer who is already dissatisfied should not have to jump through hoops to invoke a guarantee; dissatisfaction is only exacerbated when the customer has to talk to different people, fill out forms, make telephone calls, send in written proof...
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Makrand Bhave
| Supported idea
"Unconditional"
| 2 years ago
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No HIDDEN AGENDA please and asterisk marks... Thanks for the referral Shailena :)
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Ideate: "How to fulfill an unconditional service guarantee?" deleted from your view.
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(rate this)
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SICU and companies may collaborate for many different reasons. While there may be many different specific objectives, generally an underlying premise of most partnerships is the goal of strengthening the organization's and company's brand identity. While it is different for every partnership, specific motivations may include: b Benefits for SICU /b • Impact on mission • Increased revenue • Enhanced visibility of the cause or SICU's message • Access to new audiences • Connections to the corporation's network of employees, suppliers, distributors, and other contacts • Expertise in marketing, strategy development, and other corporate experience b Benefits for the Company /b • Brand differentia...
Insight: "Motivations for Partnering" deleted from your view.
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(rate this)
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Yes
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2
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0
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No
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Gouri Shankar Patnaik
| Argues in support of
"Yes"
| 1 year ago
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Yes it is very true. A boss without ethics, vested interested and working unprofessionally, with rash behaviour is not successful and also difficult for a subordinate to work.
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Debate: "Handling difficult and unprofessional boss" deleted from your view.
Other knowledge matching " Handling Customer Complaints" topic
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Activity:
245 referals
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17 comments,
262 views
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If we analyse the nature of students' demand, what they want as customers are: Expert Teaching Quality Learning Resources Well-structured Courses Either Marketable Skills or a Strong Brand or even both Flexibility Fair Assessment The concept that that all learning can be made fun and easy is flawed. Although it should be interesting, the task is to teach skills. It is difficult to get away with poor quality teaching any longer. However, in the area of assessment, there is insufficient objectivity and discipline at present. There is a strong case that all assessment should be anonymous and conducted at arm’s length. WINNERS AND LOSERS There are however a number of areas of new demand which fundamentally represent good news for those in the education sector who can ride the wave in a clever way: the knowledge worker; business advice; the law; health; "edutainment"; financial planning. Not everyone can win. Among the winners in these changing conditions are likely to be: those who...
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