Question

review in 100 words or more How can you handle customer complaints effectively and how can you provide excellent customer service

Answer 1

In order to handle customer complaints effectively, my organization needs to undertake Customer responsiveness which is the act of a Company to respond to the change in the preferences of the Consumers as quickly as possible and not just comprehending such changes.There could be various indicators to measure the same such as the overall satisfaction level gained by the customers, the customer retention rate, the conversion rate from consumer to customer for a product offered by the Company, the Average resolution time in case of customer grievances, the Employee productivity while dealing with customers, etc. These indicators can help measure the performance of the Company towards the customer responsiveness. It is the promptness of the Company to understand the customers more that shall give better points on the targeted scale for measurement of performance for Customer responsiveness. Prompter the response, better is the scope to achieve the predetermined targeted level. This targeted level shall help me measure if my customer services are excellent, average or poor.

Customer responsiveness shall help me avail valuable feedback from the customers. When these feedbacks are genuinely considered by me, concerns discussed with the higher authorities, whenever needed and timely acted upon and intimated to the customers about the status of their grievances, shall help me hand the customer complaints effectively. Being empathetic to the customers’ issues at all times is essential although highly challenging because in any given day, one is usually bombarded with various kinds of customer grievances that makes the customers annoyed upon the executives even though the executives may not directly be at fault. Empathy in such a situation is difficult to be maintained but when practiced, can help handle the customer complaints more effectively. Besides, a research about the background of the issue makes the handling of the complaints even smoother.