How to Deal With Customer Complaints?

In order to address customer complaints in an effective way, you need to discover what your customer is exactly unhappy about and for what reason? Was the product or service not up to the mark? Was he over promised and undersold? Was it a particular employee or service provider that did not perform to expectation? Was the after sales service not good enough? Asking questions like these can give you a good idea of the customer’s cause of dissatisfaction and how to address them. For example, at companies like Global Tree, consumer complaints are often pre-empted by seeking customer feedback after service, where they are asked about their experience and whether their expectations were met during the duration of the service.

Types of Customer Complaints

There are mainly two types of customer complaints.

Verbal complaint

The first type is a complaint that has been spoken verbally but not put on social media. It may be tempting for your employees to avoid addressing the issue at this stage. This may happen on account of laziness or apathy. However, this must discourage at all costs. It is important to take the opportunity to fix the problem at this stage. Not only will you retain a happy customer, you will also have improved your system to avoid future complaints of a similar nature.

Written complaint

This complaint can be lodged formally at the consumer court or digitally on the social media channels of the company. It is important to avoid the customer dissatisfaction from reaching this stage. A COMPLAINT ON SOCIAL MEDIA will be seen by thousands of your followers and can give the company a negative reputation. It is important to deal with this type of complaints as soon as possible.

How to Address a Customer Complaint

The best approach for solving customer complaints is to treat each one individually and take them one at a time. You also need to start with setting proper expectations for your customers. Many times, the sales team will over promise or oversell a feature, which the service provider finds impossible to deliver. This leads to a lot of problems for the company down the line. If customer is dissatisfied for some reason, then you should first identify the reason for their dissatisfaction. At GLOBAL TREE, COSTUMER COMPLAINTS ARE TAKEN WITH A HUMAN APPROACH. The needs of the customer are understood and aligned with the service provided by the company. The customer feedback provides for a measurable analysis of the customer satisfaction level and gives a better perception of whether a particular feature or service is working well or not. Once you get the reasons for the customer’s unhappiness then you can use the information to improve the working system of your company and make sure that there is a continual improvement in the service of your customers.

Read more about Global Tree reviews here:

Consumer Reviews Can Make or Break Your Business
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When Consumer Complaints Are Result of a Misunderstanding

Most of the times, immigration and overseas education consultancies establish themselves with a view to provide a solution to the client in his quest for finding the means to settle or study abroad. Whenever a student, who is guided by the team of consultants at an overseas education business finds admission to a coveted university or gets accepted for student visa, then the entire team rejoices this happy news as though it is their own personal victory. Very often consultants invest a lot of time, effort as well as personal interest in the success of a student. Right from understanding the student’s profile, to researching various universities and courses in order to suggest the right fit, to making sure that the student has all the necessary documents in place to ensure that the admission or visa application process is not unduly delayed. The consultants take care of everything. In such a scenario, if a student has to miss out on an opportunity due to non -availability or delay in visa process, it is but natural that the consultants will feel extremely sad. So, imagine the plight of the consultants if the student happens to raise a complaint against the firm and the team of consultants. Which has been the case recently at a company called Global Tree. Consumer complaint, was raised by a student who, having through the efforts of the consultants, obtained a seat in an Australian university, decided against taking up the seat and asked for a full refund of the fees paid by her. Due to circumstances that are beyond the reach of the OVERSEAS EDUCATION CONSULTANTS, there was a delay in the refund process from the university, and this led to an escalation of sorts and a police complaint was filed against the company

When Consumer Complaints Are Result of a Misunderstanding

Though we cannot know for sure whether it is justified for the GLOBAL TREE CONSUMER COMPLAINT to be launched and the police to be involved. We do know that companies can take a few steps to ensure that situation is not escalated to this point

1. Make Sure the Consumer Knows What to Expect From the Beginning

Sometimes, marketing teams are so keen on closing a sale, that they will promise the sun, the moon and the stars to the potential customer. This can lead to a lot of problems down the line. It is best to stick with the facts when it comes to soliciting a sale

2. When a Situation Arises Keep the Consumer Informed

Many times, customer care representatives do not keep the consumer abreast of the latest situation, especially where bad news or potentially bad news is involved. The consumer may feel cheated in such a scenario, and the trust is broken

3. Be Patient When Talking To an Irate Customer

Many situations can be de-escalated easily if the customer is appeased and the customer care representative is able to talk in a cool and composed manner.  You should never take the anger of a customer personally and should do your best to assure him that you are doing your best to resolve the issue

4. Trust in the Truth

It sometimes happens that, despite best efforts, the customer is not convinced and wants to part ways. In such a scenario it is best to carry on providing exemplary service to the customers and trust that truth will ultimately prevail

5. Learn From the Incident

Every incident has the potential for a lesson within it. Even in case of an unresolvable issue, there is a lesson that can be learned. Maybe your company needs to have an honest look at its policies or an overhaul of the service standards. Whatever it is you have a chance to introspect and learn from the incident

Read more about below links:

How to Respond Positively To Angry Consumer Complaints on the Phone

The Bane of Fake Complaints – How to Safeguard Your Business

Best Tips for Collecting and Utilizing Consumer Feedback

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The Bane of Fake Complaints – How to Safeguard Your Business

The most harrowing experience for anyone selling a product or a service is getting a complaint from a consumer. After all your prototype testing and beta testing, having your product throw an error at the hands of a consumer is indeed a significant point for introspection. Even when is providing a service and has invested a lot of time and money in training employees, sometimes customers are not happy with the quality of service and complain about it in online forum which is obviously not welcomed by most companies. However, when the complaint is genuine it can actually be helpful to the company as it allows for self-introspection and a chance to improve.

The problem really arises when the complaint is a fake one that has specifically been planted by trolls just for fun, or a rival company who is trying to undermine the ratings of the company. In such a scenario what should you do?  We share a few tip

The Bane of Fake Complaints – How to Safeguard Your Business

Tips for Dealing with Fake Complaints

At GLOBAL TREE COMPLAINTS are few and far between, but even a popular company like it has to face complaints that are not genuine. We share a few tips on what to do if you suspect or are convinced that the complaint is not a genuine one

1. Do not call out the complainant – You may be tempted to call out the complainant and claim that the complaint is fake. You should never do that even if you have the required evidence to back up your claim. The reason is this can damage your reputation with your existing and prospective customers as they may feel that you are trying to deflect criticism
2. Do not feed the Trolls – what this means is that, when a complain is seen by you on an online forum do not go into a self-defensive mode and get into a war of words with the complainant. In many well-run companies like Global Tree, complaints are dealt with in a professional manner. It is best to leave a short polite reply requesting the person for an order or reference number
3. Do not gloat – once it is confirmed that the complaint is fake, it may be tempting for you to furnish the facts with all the proof to get one up on the complainant, but doing so will damage your reputation far more than his
4. Flag the complaint -While it is not in your best interest to openly comment on or call out the fake complaint, one thing you can definitely do is to flag the complaint if it’s on a third-party review site
5. Treat your genuine customers with respect – We see many manufacturers and service providers who are quick to respond when a criticism or complaint is lodged. However, the same companies do not bother to reply when a genuine and happy customer praises them. It is important to respond with gratitude for positive reviews as that will reflect the true worth of the company in the eyes of present and prospective customers.

Read more about below links:

Should You Trust Other Student Reviews When You Plan To Study Abroad?

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