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

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Question ajoutée par ALAMGEER HUSSAIN HASHMI , REGIONAL SALES & OPERATIONS MANAGER , Uth Healthcare Pvt., Ltd
Date de publication: 2016/04/18
Ahmed Ali
par Ahmed Ali , Account Executive , PCM

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..!

nisreen essam
par nisreen essam , Personal Assistant , Salem Travel Agency

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

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