Nidhi Infotech- Complaints Resolution Methods for a Better Customer Satisfaction

Published: 14th February 2012
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Many a times you don’t have control over the things. The weather, the postal service, or just plain bad luck brings you the disgrace. Sometimes employee disorganization or a method error leaves your customer’s support request unattended. Whatever the reasons and situations may be, the conclusion is this: to your customer, you are solely responsible for both the problem and a potential remedy. What measure do you take to go beyond satisfaction and delight the disappointed customer? By maintaining a planned and transparent methodology the customer satisfaction can be achieved in a very hassle free manner. Remember to follow these simple steps:

1. Listen to Them – this seems obvious, but the real problem comes from the customer receiving a cursory, apologetic email followed by nothing. If your customer says there’s something wrong with any of your services, do contact with them. Spend some time with them discussing their issue on the phone or a few emails back and forth getting at the heart of the service malfunction and helping the customer feel understood and attended. Following that, never make false commitments, make realistic pledges to fix and/or improve the services/commitments. This makes customers feel like they are being listened and are part of the solution. After making the pledged improvements, send an email their way to let them know it’s been taken care of. At Nidhi Infotech Bangalore, complaints are given due attention and every customer’s voice reaches the top administrative level.

2. Respect Their Time – Generally in most of the cases, the rapidity at which you address a complaint is worth more than the manner in which you address it. The customer has something to say, and no one wants to be ignored! Everyone has a soft corner where if they feel that their time and words are given due respect they feel satisfied and half the battle is won by just paying respect to the customer. Don’t allow more than one day to go by without responding to emails, phone calls, or “comments” on your business site. The earlier you respond, the better it is. At Nidhi Infotech Bangalore, complaints are given due attention and every customer’s voice reaches the top administrative level.

3. Bring Transparency – this is how you can help the customer feel like you heard their problem: give them what they lost. If the issue was a low quality service, refund their cost or provide them with the new improved services—don’t ask for their input on service quality. If the customer has been ignored by support reps, give them all the time in the world—don’t just answer their question. Do what makes sense, because this is what really solves the problem. When the customers feel that their grievances are being heard it’s time for you to celebrate for the half won battle. But don’t get flown by this joy. The real work starts from here. At Nidhi Infotech complaints are given due attention and every customer’s voice reaches the top administrative level.

4. Move an Extra Mile – after you’ve made it fair, it’s time to make it better. You can easily do this without breaking the bank and restrain your customers trust. Simply provide them with an extra benefit off their next assignment. Or give them a personalized gift card. These little things do matter a lot. At Nidhi Infotech Bangalore, complaints are given due attention and every customer’s voice reaches the top administrative level.

No matter what the situation, if you make the customer feel heard, worthwhile, and fairly dealt with, your little extra effort at the end will delight them. Its human to err and every customer too understand this. What matters the most is how one can overcome the issue and to what extent you can go to make your clients happy and satisfied. The cost of obtaining new customers is far above that of retaining repeat clients, so be responsible—for both the problem and the solution. At Nidhi Infotech complaints are given due attention and every customer’s voice reaches the top administrative level.


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