WHY CUSTOMER COMPLAINTS ARE GOOD?



Introduction

Concept of customer relationship management has become very important and it is consider as an essential factor for all business units. Satisfied customers are both loyal and profitable to the organization.

Customer a complaint is “an expression of dissatisfaction with a product or service, either

Orally or in writing, from an internal or external customer” (QFinance Dictionary, 2016). Customers are the main asset in the business sector.

Reasons for customer complaining

1.  *    Not keeping promises

2.  *    Not listening to customers

3.   *   Hidden information and charges

4.   *   Poor customer service

5.    *  Non friendly staff

6.   *   No easy way to access the system

7.    *  Low quality product and services

 

Importance and benefits of customer complain

Organization must consider about the bad customers than the happy one. The behaviour of the bad customers shows about the weaknesses of the organization and it’s very useful to be correct and reduce the mistakes. There are a lot of benefits to customer compliance.

1.    1.  Can update product or service - By studying bad reviews about the products or services, the organization can change their products which is according to the customer hopes.

 

2.  2.   Improvement of policies and procedures – Negative feedbacks highlights the internal process that becomes a barrier to fulfil customer satisfaction. By reviewing those things organization can build a good internal process and policies.

 

3.     3. Boost in customer communication – customer feedbacks act as the communication channel between the customer and the company. If there is an open line in communication, they are like to stay with the organization and they spread about the good words.

 

4.  4.    Positive impact on the brand image – Brand image is most important to stability in the business world. Customer complaints will decline the brand image. Having an open line in communication where customers can report problems about the service or bad experiences also positively affects the brand image. It improves the reputation and makes the company look trustworthy and caring.

 

How to handle customer complaints?




Conclusion

 Customer is the main assets of the organization and the organization should retain the customer.  All unhappy persons are not going to complain. Most of them are not complaining but leave the organization. It’s a very critical situation. Only those who want to stand with the organization are doing complaints and try to reduce mistakes of the organization. The way of handling customer complaints is one of the signals of gaining or the loss of the customer. The organization should take more time to handle the customer complaints and doing customer satisfaction as well.

References    

www.diva.portal. 2021. Beiyao Yang and Xue Li. [ONLINE] Available at: https://www.diva-portal.org/smash/get/diva2:942616/FULLTEXT01.pdf. [Accessed 20 April 2021].

providesupport. 2014. olga. [ONLINE] Available at: https://www.providesupport.com/blog/10-reasons-customers-complain/. [Accessed 21 April 2021].

survicate.com. 2021. customer-satisfaction. [ONLINE] Available at: https://survicate.com/customer-satisfaction/. [Accessed 23 April 2021].

Comments

  1. NADEESHA EKANAYAKE22 April 2021 at 13:25

    Customer service is essential to survive in the competitive environment.
    As the author explained, customer complaints are helpful to enhance the customer service level and to identify and reduce the mistakes of the company.

    ReplyDelete
  2. Ruwan Herath22 April 2021 at 21:22

    Clear communication, Patience & Positive attitude will be the most important part on customer service. Since this will directly impact to the brand image having effective customer service is utmost important.
    Customer service is the act of taking care of the customer's needs by providing and delivering professional, helpful, high quality service and assistance before, during, and after the customer's requirements are met.

    ReplyDelete
  3. Janashi Lamahewa24 April 2021 at 05:08

    This comment has been removed by the author.

    ReplyDelete
  4. Janashi Lamahewa24 April 2021 at 05:12

    Thanks for the great insight on customer complaints! According to Bansal (2016), A satisfied customer may share their good experience with three associates, And for each customer that complains, there are anywhere from tens to thousands of people that don’t complain – And they simply stop doing dealing with the organization. My point of view that we can use positive feedback to provide social proofing and attract fresh customers. And the negative criticism to fix any internal processes and make customers happy . It is utmost important that when dealing with customer complaints, we need to consider the organizations service, quality, communication and response time.
    I’m leaving a question here, what we can say to customers if they demanding more than what we can provide? How could we handle such customers?

    ReplyDelete

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