Despite focused efforts and complete dedication towards complete consumer satisfaction, there may be instances when a company or an organization has to face the wrath of the consumers. Dealing with an upset customer needs a lot of patience and an expertise in handling the fast deteriorating situation. The customers need to be handled in such a professional manner that the customer is forced to think about the company in a positive manner. Despite the misgivings of the consumer, fast and proper handling of the issue can even help the company to act as a passionate advocate of the company and its brands. When the customers are immediately contacted after an online complaint by the customer, and issues sorted out, the chances are that the matter will be controlled immediately without being escalated any further. It has been proven by statistics that eighty percent of the customers who leave the company are those who were reasonably satisfied with the company, but for one or two issues. Thus, it is always wise to handle the issue in a proactive manner, lest it spirals out of control. Today, with growing consumer awareness, many customers started using the consumer forum that is known for taking immediate Redressal against any such complaints.
The companies must also understand that they cannot take customer satisfaction for granted and continue striving hard to keep their consumers happy and content. Platforms like consumer forums have proved to be quite beneficial for those customers who are really facing a serious problem with a company and their complaints are not being heard despite a lot of efforts being made in this direction. Thus, if the company is seriously looking forward to win the loyalty of their customers back, they must listen to the problems of the customers and try to solve them in a fast and amicable manner. It is very difficult to retain a customer in this cut throat competition scenario; losing them to some petty issues must be avoided in any case. Though, companies may consider it as counter-intuitive, the ability to deal with the complaints made by the customers can help a business enjoy a great opportunity to transform dissatisfied customers into satisfied and brand loyal customers. As soon as consumer complaints online are received, the company must begin its Redressal activities in the earnest. The task must begin with listening to the complaints patiently and instead of becoming defensive, try to grasp the underlying problem and address the same. Understand that the customer has no personal issues with you, but he is facing some problem with your product or service and needs its proper solution. The questions, if any, must be asked in a concerned and caring manner. Get as much information about the issue as possible from the customer so that suitable solution can be worked out. Patience is a virtue that comes quite handy at this stage and helps in evaporating the problem as it never happened!