Resolving Consumer Complaints
In this blog post we will be observing,how most of the consumers are still resolving their complaints? What can be a no pain exercise in this regard.Resolution of consumer complaints can be the most cumbersome exercise that you can imagine.
While we observed following common steps being practiced to somehow resolve consumer complaints let us know if we left out some.
1.Calls-to-Customer Care:
Intensity of these calls varies with Consumer Awareness.
Some may threaten customer executives,Some may register their Complaints & note down the Complaint id & track their Complaints on a regular basis
Some may not have the confidence in Customer Care department due to other factors,may trouble higher executives in companies to take care of their Complaints.
Some may even not bother to call again if the loss amount is not much but feel cheated & may never gather confidence to go to same shop again for reasons partly known to us.
These types of customers are ultra sensitive, Premium Customers as well?
Premium Customers?? means they spend larger than other customers,yes you heard it all right.Do we have the findings to back this claim?Yes please follow this post to know more.Link here
2.Mails:
Mail sending ability is certainly cannot be termed as Consumers of these groups are empowered to resolve their Complaints on their own.The irony here is that registering your Complaints with mails in all practical probability has lesser chance to resolve your complaints alone.
We did a sample size of 100 random consumers to check out the fact findings of mail effectiveness in resolving consumer complaints & consumers willingness to rely upon mails to resolve complaint online.The result will vary with industry & it's CRM capabilities but still it's worth mentioning here that on consumers part it still is not the first option unless told by customer care executives to do so.
Their first preference to register their consumer complaints always goes with calls.This may be partly due to confidence that they have actually talked.
The effectiveness of the mails alone in resolve online consumer complaints is a different study.Link here.
So in hindsight can this be concluded that consumers willingness to register their complaints with only mails against any particular company & the ability of a company to resolve it through mails may take them ahead in customer service race? It may so please refer this findings to know more.
3.Facebook Fan Pages:
A very recent phenomena,posting consumer complaints on Facebook fan pages in the hope that it can be resolved.While some companies have integrated their CRM into their Facebook fan pages & respond to such complaint posting most remain irresponsible towards such posts by consumers,at worst some do not even allow to post anything on wall.
More details can be found here on the findings of Facebook fan pages CRM integration performance.
Well some analysis of Facebook fan pages reveal instantly whether they are replying to consumer complaints posts or not.However if they do reply you can post to get some response or at least initiate the process of resolution.
However if you are not allowed to post your complaints on Facebook fan pages then it's a useless exercise to post for the hope of any good it will do to resolve your case because these are managed by agencies & not their customer care executives.
4.Consumer Forums / Online Forums:
It can also be looked upon as recent phenomena & strategy adopted by very well educated aware consumers mostly working professionals.Now large chunk of consumers can be found complaining about all sorts of problems there - cheats & frauds,harassment cases,complaints for resolutions etc.It's not a bad move at all if your complaints are falling on deaf ears.Brand conscious companies will immediately respond to you.However today large number of responses are automated & do not serve much good.It depends upon the industry as well.
Details analysis of consumers complaints on consumer forums can be studies here.
5. Government Web Portals:
However after some online forums we observed consumers going to government web portals such as ccrc.in & national consumer helpline to post their consumer complaints to resolve.However it effectiveness cannot be denied but most important thing is that it will take time,may be enough time to lost out on patience.
But Bolograhak do recommend to post there if your are indeed looking for such actions.
6.Consumer Courts:
Consumer courts are last resort to take refuge is legal action against a company.Contrary to popular belief that it is tedious to file a consumer complaint in a consumer court may take a lifetime & resolution to consumer cases in consumer court would be presented to our grand children we have come a long way ahead.Yes it's very easy to file a consumer case in a consumer court Link here.
More good news you don't even require a lawyer if you can present proofs
Voila more good news you can resolve your case in a year & can ask for compensation amount that will satisfy you.
Hey follow link here for detailed follow ups on how to file a consumer case in a consumer court?Link here
Consumer courts in India?Link here
It start with trust deficit on both sides.consumers are afraid to be neglected after payment is done to companies while companies might sniff a mischief on consumers part.Solution of trust deficit is a no brainier but in some cases it requires tremendous amount of trust to be showered upon consumers to believe their apathy towards companies.
Trust deficit ??
Bad customer service??
What Bolograhak does to practically engage grieved customers to make them happy?
- We allow customers to approach us thorough our Bolograhak Complaint Postcard.
- Consumers can approach us with consumers complaints as old as ten years old or may even more older or you have a complaint rite now & want an immediate resolution.
- Consumers can now for the first time know how much can they ask for compensation against slightest customer service complaints or bigger consumer complaints.
- These consumer complaints compensation amount are calculated by Bolograhak Compensation Calculator.
- Bolograhak enables you to immediately file for compensation claims.
- At last once approved by company you get immediately rewarded against your consumer complaints.
So still finding out best consumer forums,best approach,best way to resolve your consumer complaints??
- Bolograhak.com
Best wishes !
