As long as customers exist in a responsible, non-manipulative, intelligent society, the need of customer support will reign. There is no business without customer care. Support and maintenance are as important as research and development, if not more. Marketers merchandise products and services with an assumption or analysis based on market surveys on what could be the probable user requirements. Anyhow, no one can predict the individual needs of the users perfectly. Some lacunae are inevitably left. This randomness gives rise to customer service complaints, which in today’s times find solutions through the respective businesses’ customer care help desks. Companies ensure that customer service is given utmost importance for the longevity of their products. In the absence of right customer service, consumers may resort maligning the product and the service provider or manufacturer’s customer care cells. Like they say, word-of-mouth spreads faster than forest fire and this would ultimately precipitate as a roadblock to the sales of the product or service in question.
In the recent times of globalization, consumer issues are being taken seriously in India. A customer is empowered by the right to file a suit if a particular product or service falls short of his/her expectations. Moreover, special courts too are sprouting up, with the noble intention of dealing swiftly and efficiently with consumer grievances. As can be seen, consumer rights are a prominent aspect of our law and order system today. Customer issues are dealt with deep volition in other parts of the world too. Courts in USA come across as very consumer-friendly. Not only do they make the manufacturer or service provider cough up the compensation money – if the customer’s stand is vindicated – but they also refund the court fees to the victorious consumer. Reviewing the situation in UK throws light on a Consumer Forum bubbling with activity and firebrand discussions.
Customer service complaints are prevalent in all strata of businesses; be it banking, airlines, restaurants, hotels, electronics, gizmos, online shopping, etc. Some onus lies on the consumer too. If the users display interest and the will to understand the nitty-gritty of the product while it is being delivered, half the battle is won. The Users’ Guide is tantamount to first-aid for a customer perplexed with a product or service. Proper utilization of this tool may lead to the number of customer complaints evaporating.
One of the major challenges is the right approach to deal with vexing customer care service. The following is the step by step procedure by which consumers should deal with erroneous products and services:
1. The first and foremost thing is to make sure whether the issue exists in real or not. At times, it could a minor mishandling of a device that could have given rise to a customer complaint. Hence, careful perusal of the product before jumping the gun is always healthy.
2. The next step to avoid customer complaints would be to refer to the Users’ Manual that accompanies every product. Make sure that you flip through those vital pages before you dial the call centre number. Even services come with certain disclaimers as well as terms and conditions. Adherence to both these aspects is of supreme significance.
3. Check whether the websites offer a “FEEDBACKS” link to register customer complaints.
4. Dial the product or the service’s customer care or help desk phone number.
5. Be 100% sure of and correct in what you are informing the customer care personnel. Remember that the person on the other end is equivalent to a doctor who diagnoses the service or product which is giving you a tough time.
6. Be polite and patient while dealing with help desk agents for the simple fact that remote support has its own limitations. The customer care executive cannot exactly see you or the problem-causing entity in order to examine in detail. Thus, giving them a long rope is an essential factor.
7. Provide the exact details about the product, such as an electronic or electrical device, if it is that sort of a problem. Incorrect or vague information can route the troubleshooting to pointless and haphazard directions.
8. If you are frustrated with a service being offered by a provider, try not to sound frustrated or rude. Converse with the help desk person intelligently and the resolution will be appropriate as well.
9. It often happens that even customer care may not be able to provide you the right support. Sometimes, you may even be greeted with absolutely unprofessional and lethargic service from them. This is the juncture where you have to make use of your consumer rights.
10. Always ask the customer care executive’s name before asking for support. All of their calls are regularly monitored. In case of any complaints against them, the calls can be traced back and investigated further.
11. If you find the customer service to be of poor standards, request the customer care person in question to connect to his manager or supervisor to have a word.
12. If none of the above steps worked for you, then surf through the official website of the firm or through the internet randomly to find information regarding the higher authority controlling the customer care cells of the company in question.
13. Lodge a formal customer service complaint email summarizing the disappointing service you have received from the customer care.
14. In case of no response coming from either of the concerned parties, the next step would be to direct yourself to a consumer board/forum which deals with customer complaints.
15. The complaints board examines the scenario carefully with a neutral view from both sides. Make sure that you have all documents handy such as bills, guarantee papers etc.
16. The consumer board/forum focuses on the preservation of consumer rights. Hence, prominence shall be assigned to the consumer rather than the merchandiser.
17. Depending upon the authenticity of the claims made by the consumer, consumer complaints are dealt by the complaints board in the most diligent and straightforward manner.
18. In case of winning the consumer case, the consumer in question shall be provided with a replacement or related rectification accordingly, to the issue within the terms and conditions of the manufacturer or service provider.
19. If the issue is concerning improper or unsatisfactory services offered, the claimed compensation shall be provided to the user as per consumer rights.
20. On the other hand, if the user is found to make wrong claims, he faces the risk of being prosecuted if the opposing party raises a formal complaint.
To sum it up, a careful blend of mindfulness, smart technique, and a dash of patience is all you need to clear away any impediments in your journey of making the best use of your purchased product or service.
