Should companies treat complaints from customers regarding products sensitively and should have a simple and satisfactory procedure on board for it?

Let me ask you something.

If you purchased a product that was very cheap - barely any monetary value, but you liked it, and one day, you were dissatisfied with it's quality. This would definitely make you upset - regardless to it's cost, as it's a product you favored over others.

Because you always loved that product, you decided to file an online complaint regarding the product quality. Now, the reason I mentioned it's of no monetary value is that regardless to the outcome of the complaint submitted, it has a minute/minimal damage on you financially.

At this point, there's two possible outcomes:

• ignorance: your complaint never happened and is simply ignored. Next time you need this product, you'll either give them one more chance to see if the previous quality issue was a one-off or not, or you'll shift to a totally different product due to previous bad experience.
• follow-up: your complaint is actually looked into, and you receive an apology within a timely manner, and being offered a replacement product to your door (which is only a sentimental value since the product is originally cheap in cost), Next time you are in need of the product, you won't go for an alternative/replacement.

In both scenarios, the output will be a marketing strategy:

• If you're ignored, your word of mouth would be that the company product is terrible, and their customer service is even worse.
• On the other hand, if your complaint is looked into, you'll find yourself talking to your family/friends about your experience with a simple product, and how they roofed your level of satisfaction - best marketing any company can have.

Hope this answers your question..!

for sure the companies should have  procedure for customer satisfaction  and should follow up with the complains to solve it from it roots.