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Consumer Complaint handling
SVMTPL New Delhi
White Paper Version 1.0
Contacts: Saikat Ghosh
saikat@teleshoppe.com / +91.98...
Consumer Complaint handling
SVMTPL New Delhi
White Paper Version 1.0
Contacts: Saikat Ghosh
saikat@teleshoppe.com / +91.98...
Consumer Complaint handling
SVMTPL New Delhi
White Paper Version 1.0
Contacts: Saikat Ghosh
saikat@teleshoppe.com / +91.98...
Consumer Complaint handling
SVMTPL New Delhi
White Paper Version 1.0
Contacts: Saikat Ghosh
saikat@teleshoppe.com / +91.98...
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Why do customers complain understanding the benefits of responsive crm

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Customers are complaining publicly, because companies are too hard to reach. Regardless of the motivations behind the complaints, companies would be well served to pay attention and to respond appropriately.

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Why do customers complain understanding the benefits of responsive crm

  1. 1. Consumer Complaint handling SVMTPL New Delhi White Paper Version 1.0 Contacts: Saikat Ghosh saikat@teleshoppe.com / +91.98103 03105 Why DO Customers Complain ? (…..and what enterprises can do about it) SV Mobile Teleshoppe Private Limited RT-401, Third floor, Rajendra Mahaveera Tower Opp. Aurobindo College, Malviya Nagar, New Delhi 110017 +91 . 11 . 26692261 / 62 / 63 / 64 | www.teleshoppe.com | SMS ―MT‖ to 53456
  2. 2. Consumer Complaint handling SVMTPL New Delhi White Paper Version 1.0 Contacts: Saikat Ghosh saikat@teleshoppe.com / +91.98103 03105 Why do customers complain? Aside from the interesting reading about the bad luck of others—and face it, it's painfully fascinating stuff—what's the purpose of the complaint post? What are the benefits of complaining, in general as well as specifically about real estate companies? Escalation: One possibility is that the blogger is still looking for a resolution of the complaint after the failure of normal methods. A side effect of company listening is that blogs can become an alternative channel for customer service, which bloggers now know. Warning others: It's hard to think of an Indian real estate company that doesn't have similar examples recently, but in less challenged industries complaint posts can warn others of potential problems. From the blogger's perspective, it can be a valuable contribution to a community. Ulterior motives: Some angry customers make an issue of the work done by real estate companies. We may not question their motives but it does raise the point that some may complain because of an interest in a competitor. Craziness: Complaints aren't always rational especially when they are angry. Some people make a hobby of it and don't necessarily have a valid complaint. Venting: Sometimes, you just have to let it out at the end of a bad day. An online complaint provides a public spot for a very visible primal scream.
  3. 3. Consumer Complaint handling SVMTPL New Delhi White Paper Version 1.0 Contacts: Saikat Ghosh saikat@teleshoppe.com / +91.98103 03105 Company response to complaints: Regardless of motivation, companies need to know what's being written about them and be prepared to react appropriately. The response should be defined, in part, by an understanding of the motivation behind the complaint. Customer satisfaction: If customers are blogging in an attempt to receive service (escalation), companies need to decide whether and how to respond. Companies in the computer industry are answering this with formal links between customer service and social media monitoring activities.. Insight: Complainers have been known to have a valid point. Monitoring and analysis of online discussions can identify issues (or opportunities) that you're not aware of. While you're busy defending yourself, don't miss the opportunity to extract the insights that are available in both quantitative and qualitative forms. Reputation management: After dealing with customer complaints and extracting insights, what's left is managing the fallout. Online reputation management combines a variety of strategies aimed at influencing search engine results, online conversations and, generally, opinions in the company's favor. And ignoring those complaints is not usually the recommended strategy. A recent research paper says we're in a transitory Age of Discordance, between the Age of Control and the coming Age of Dialogue. Customers are complaining publicly, because companies are too hard to reach. Regardless of the motivations behind the complaints, companies would be well served to pay attention and to respond appropriately.
  4. 4. Consumer Complaint handling SVMTPL New Delhi White Paper Version 1.0 Contacts: Saikat Ghosh saikat@teleshoppe.com / +91.98103 03105 About Teleshoppe: Teleshoppe runs Contact Centres for India's best companies. A Contact Centre (CC) increases sales by 35%-50% by efficiently responding to ALL your customer queries on: 1. Toll free numbers 2. SMS Short code 3. Email – inbound mails 4. Your website – enquiry form 5. Broker’s mobile numbers 6. Events and exhibitions: walk-in visitors 7. Project specific enquiries All infrastructure, CMS software, communication, database and telecalling team is provided by us. Your customer gets a reply within 24 hours GUARANTEED and your sales get completed. Our partial client list: Baksons Western Union DHL India Limited P T Education AHA Xerox India Pentair Water Telebrands HelpAge India VLCC Healthcare Women’s Era Competition Success Agrawal Packers FairDeal Packers Goel Packers Hero MindMine Clinic Dermatech Ricoh India Limited Asia Cryo-Cell LifeCell India Jaypee Group Bethel Church Delhi Public School Central Cargo Anupam Sinks M-Tech Developers IndiaRace.com Career Launcher PeopleHealth.in Amrapali Developers Mangal Keshav Bharti Cellular Vodafone Essar Gr8savers India Brand One Global The Mobile Store To see how we can reduce your customer complaints upto 85%, call us at the contacts given above.

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