Consumers are the largest economic group in the country’s economy and that is what we all know. Without a consumer, not even the entire economy but not even a single company can run. We have seen the situation in past and studied also that the entire economy runs on the concept of demand and supply. Now these days because of so much advertisement, so much publicity and because of the image of the brand ambassador, companies try to cheat the customers. If its an economical product, one can digest that but if its expensive, it hurts.

The basic problem is no one has the exact knowledge of how to resolve such issues. Infect our government has formulated six rights which one can appeal for in such situation. But nobody has the knowledge about these six rights. But many a times online consumer complaints India go unheard, therefore there is a strict need of implementing consumer protection rights. If these rights are not protected then the consumers have every liberty to file complaints against the organization or the person concerned.

How to handle customer complaints

The next time you receive a customer complaint, follow these tips to help transform it into a golden opportunity for your business.

1. Listen and understand

Always listen to the customer. They have complained for a reason and it is important to understand why they are complaining. Research has shown that customers care more about good customer service and quality than a fast response – Take the time to listen and understand what their problem is.

2. Apologize

Don’t be afraid to apologize for the mistake. Many customers are simply looking for an apology and acknowledgement of their complaint, yet so many businesses are hesitant to admit when they have made a mistake. But don’t just stop at the apology; follow through with a promise to resolve the complaint.

3. Find a solution

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.

4. Follow up with the customer

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.