How to Handle Customer Complaints a Review by Indian Money
Complaints against brands are very common and happen eachday. Complaints are usually posted by customers who are not happy with theproducts or services offered by the company. Even though companies try hard toreduce consumer complaints and keep customers happy, sometimes things are outof their control.
Customers are the stakeholders of a business, so it’s veryimportant to keep them happy. If a company has a lot of unhappy customers, ithas a negative effect on the business. If a customer is unhappy with theservices or the products, they will not keep quiet and propagate this to thewhole World. If a business keeps customers happy, this is free marketing forthem.
HowTo Handle Customer Complaints?
Whenever companies receive consumer complaints, they shouldask consumers to be part of the solution, and should not view them as part ofthe problem. We will now discuss how companies can handle consumer complaintseffectively.
React to thecomplaint immediately
If companies receive complaintsfrom customers, they must respond immediately. Complaints can be received viasocial media, mobile, email or through a complaints portal. If complaints can’tbe resolved immediately, customers must be kept informed that the issue isbeing looked into and will be resolved soon.
Be calm and handlethe issue
As Per Indian MoneyReview In most cases, customers who post complaints would be angry andspeak to customers care executives, rudely. The customers care executives mustnever lose their cool and listen patiently to the complainant. Yelling back atthe customers will not help
Collect the requireddetails
Once the customer is done vis-a-vis concerns, the customercare executive should collect all the necessary details and understand what’sthe issue. He must build a rapport with the customer.
Resolve the issue assoon as possible
After the requisite information is collected, the company musttake the necessary steps to resolve the issue as soon as possible. If thecomplaint is resolved quickly, the customer will be happy and will come backagain and again.
To handle customer complaints effectively, the company musthire smart personnel who can speak to the customer in a polite and caringmanner.
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