Resolve Customer Service Complaints

LISTEN
Let the customer voice their complaint without interruption.  The biggest mistake is “second guessing” a customer service gripe and trying to cut them off before they have finished their story.  Use this time as your chance to identify what it is they are REALLY upset about.  Remember, don’t take it personally.  It’s probably not about you.

ACKNOWLEDGE
Say you understand and are sorry for the situation!  The customer wants your attention and understanding.  You won’t lose dignity or concede to being wrong by making the customer feel that you understand their frustration.  Remember, you are saying you understand.  You are not saying you agree or will give them the moon.  They’ll also be more receptive to your solution.

SOLVE
Offer the customer real solutions, telling them what you CAN do for them.  Don’t dwell on what you can’t do.  You might begin by asking what they would like you to do.  They may actually require very little.  Sometimes we hear “I want my money back” instead of “I want to exchange this.”  Resolve the complaint on the spot whenever possible.  If you plan to deal with it later, tell them exactly what you plan to do and when.  Make sure you follow up and do it!

Be careful how you tell a customer a solution.   For example, if you say, “Mary’s the only one who can give you a refund” – you have as much said, “Mary will give you a refund.”  This may or not be what Mary wants to do.  Don’t pass a complaint off for someone else to fix.  Listen and put yourself in the customer’s shoes.

THANK
And as always, thank them for shopping with you. Remember, if they are satisfied, they’ll tell everyone on Facebook, Twitter and Yelp just as they will if they don’t get satisfaction.

How Should You Handle Customer Complaints?

Do: Listen closely to the complaint –Before you start quoting your company’s policy or trying to deflect blame, try actually listening to your customer’s complaint. Put yourself in their shoes for a change. Are they making a valid point? What are they asking for you to do to resolve it? And remember, if one customer is complaining about something, you can be sure they’re probably not the only one who has encountered this situation. Most customers don’t bother complaining because they don’t think it does any good. Instead, they just take their business elsewhere.

 Don’t: Try to argue with your customer – Look, dealing with an upset customer is never fun, but you have to handle the situation professionally. This means you don’t need to get in an argument with your customer. Handling complaints isn't about trying to win an argument. It’s about minimizing damage and trying to ensure customer satisfaction and loyalty.

Do: Use complaints as an opportunity to improve – Every complaint represents an opportunity for your company to improve. Look closely at every complaint you receive, and figure out what you can do to keep that situation from ever coming up again.

When your customer has a legitimate complaint, your customer service teams need to find a solution and fix it. Give your team the authority to handle the majority of customer complaints, to avoid passing your customer onto a series of people and managers. If the issue has been or can be repeated, make the necessary changes so you do not receive another complaint.

Make sure that you follow up with your customer to make sure they are satisfied with the solution. This can be in the form of a follow up email or survey asking for feedback on how the complaint was handled. 68% of customers leave a company because they believe you don’t care about them.

Online Consumer Complaints in India

Being in India, you will find lot of companies coming up in different sectors. And the best part is they keep on promising you big, however, you always feel dicey when it comes to trusting their commitments. This is where one of the other roles comes into picture of Online Consumer Complaints in India.

Our Government has implemented six consumer protection rights. The six rights are Right to Safety, Right to Information, Right to Choice, Right to be heard, The Right to Redress, The right to consumer education. As a consumer we expect that the six rights which have been implemented by the Government should be strictly executed by the organizations to safeguard customer protection.

Suppose you become the victim of some illegal practices then you can file Online Consumer Complaints. Consumer Complaint Online has application form where you need to lodge your complaints. There are group of experts at the backend who keep on updating you about the steps which you need to take to get the justice done through court or out of court settlement. Filling Online Consumer Complaints has several benefits. Here, you do not have to go to any lawyer or professional for legal assistance. There are no legal formalities for filing the complaint. You just need to follow the advice given to you by the group of experts. You yourself can plead the case in the Consumer court. Consumer Forum ensures that strong legal actions are taken against the manufacturers and sellers to observe standardization and transparency in prices, stocks and quality of their good.

Consumer complaints in India need to be taken care of so that there is always harmony between the consumers and the corporate. Corporate should also put efforts to protect the rights of the consumers. 

India Consumer Forum is an imperative mode for the growth of any business. This gives them the opportunity of correcting their products/services and designing them as per the demands of the consumer. They let the company knows that where is the goof up in customer service and the satisfaction level of their client base. Hence, they keep on tracking things and improving level of satisfaction. 

Consumer Protection and Law in India

Most of the private sector and public sector employees are paying a huge amount of money as income tax. This is because they don’t know much about the ways of acquiring tax exemptions. It is a common comment from most of the employees that they are fed up of paying income tax and are not able to save much. This is happening because of the poor knowledge about the taxation structure of government of India. There are a number of plans offered by various financial institutions and banks with guaranteed return, better interest rate and tax saving under Indian Income Tax Act. These plans offer better growth rate for money with assured financial security.

The above observations made by the courts in their various judgments makes it ample clear a few things:

1. Eatables consumed under a comfortable atmosphere, enjoying the ambiance and other facilities in the hotel, restaurant or in the club cannot be separated for billing for their price, services and other taxes leveled by the Govt.
2.  A restaurant provides many services, in addition to the supply of food. He provides furniture and furnishings, linen, crockery and cutlery, and in the eating places of today he may add music and a specially provided area for floor dancing and in some cases a floor show. Once a person enters the hotel/restaurant /club, he orders for the desired item, waiter comes, takes order, serve him on the table. Charges taken for any order include all these facilities whether it is water or a pinch of salt.

Consumer Protection and Law in India forums have been given plenty of discretionary power with the object to protect the interest of consumers. It’s true that every interpretation is to be made keeping in view the intention of the Act .Hence wherever two interpretations are available; the one which favors the consumers must be chosen .But it should not threaten the whole system of judicial institutions and disturb the judicial discipline. Rights of others are equally important and ignoring the superior court’s verdicts may raise loud alarm which may at the end of the day harm the credibility of Consumer forums.