Customer Complaints

[liowkc]

Most businesses view customer complaints with disdain and a necessary evil. But a complaint is actually a gift to the business by allowing it to do good customer recovery and convert him or her into a loyal customer for life.

[hwang]

Those businesses which view customer complaint as being a nuisance will eventually fail. In actual fact, we must look at complaints in a more positive manner to improve the product and make it better. Complaints actually help businesses to learn and grow.

[blueT]

The customer is lucky if the customer care is thinking like you guys, but some company even pay the newspaper to not put the complaint on the news, you know, the reader letter section.

[hwang]

Yeah most companies are really afraid to handle these issues due to fear of declining sales and brand damage. However, if the complaints are handled professionally, more will view the company's effort as something very assuring and thus, trust the product even more.

For instance, some companies are known to have a procedure for complete withdrawal or product recall. Some customers will actually perceive this as very comforting because the company have the sense to protect product integrity and looking after customers' welfare who purchase the product.

[Derek]

If the company accept complain, i will be more happy and trust the company. I feel by do this, they appreciate and hear our voice. Customer right or wrong have to entertain.

[liowkc]

Just to add that studies have shown that the most loyal customer a business can have is not one without complaints but one who had a complaint and being successfully resolved.

Business - take note and don't be an ostrich.

[hwang]

For me, I wouldn't even consider buying a product in which the company don't care about complaints. If that's the case, then no more second time ever again.

[Derek]

Other than complain, a company which hear suggestion is also a good company. both complain and suggestion and how they handle it is very important.

[titaniumhijau]

Originally Posted by Derek

Other than complain, a company which hear suggestion is also a good company. both complain and suggestion and how they handle it is very important.

Yap. Some company always forget and ignore about that. They only thing thats no need to do that. So far, i wonder why some company ignore and never want to answer some people question. Hope they will do something about that if some people complain.

[liowkc]

Basicaly companies must listen to their customers on suggestions and complaints. They ignore them at their own peril and the expense of the bottomline

[titaniumhijau]

Originally Posted by liowkc

Basicaly companies must listen to their customers on suggestions and complaints. They ignore them at their own peril and the expense of the bottomline

Ehm, yap. SOmetimes, company need to do something about that. Customer also have a right thing to tell us a right or not. Maybe they already did some mistake they never know about that. Thats why customer complaint about that right?

[liowkc]

Many customers don't even bother to complaint - they just walk away and you will never know why. Treat a complaining customer as a gift.

[Llamalord]

Some companies make it to hard to make a complaint, I used to work for travelodge (a dark time in my life) and it was almost impossible to get anything from the customer care department. Most customers would have to wait 6 to 8 months for a generic reply say "Sorry". Nothing was done until a number of us took it upon ourselves to help people (almost lost our jobs for it) by putting them up in hotels free of charge (other customers cancelled the rooms after a certain time so their account was charged - which was normally claimed back so we put them in there and escalated the cancelled charges with management to get the money back quicker).

In the end we only kept our jobs because 100-200 people wrote to us thanking us for a good service. Companies who dont care will fail (death to travelodge!)