What is a complaint?

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A complaint is one of the ways to protect consumer rights. It consists of drawing up a written claim if the quality of the purchased goods or services does not satisfy the client. This document is sent to the supplier of the goods or services, who, after receiving the claim, is obliged to take measures to eliminate the identified defects, marriage or violations.

A claim may also be filed in the event of a paraguay mobile phone numbers database discrepancy in the product range, quantity or weight, as well as in the event of a sudden change in delivery times or the cost of the product without prior notice to the customer. If the supplier or store fails to take measures to eliminate the deficiencies, the customer has the right to go to court.

Any business should work with complaints to process negative reviews and complaints from customers. This type of feedback is a way to evaluate the quality of products, the work of the staff and the activities of the enterprise as a whole. The absence of complaints may indicate the loss of customers without obvious reasons, so it is important to systematically analyze the level of customer satisfaction.

Complaint

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There are two types of complaints:

Objective complaints arise when the customer's dissatisfaction is based on factual circumstances. In this case, the characteristics of the product or service really do not correspond to those specified in the official documents.

Subjective complaints are based solely on the buyer's personal perception. In other words, the product's characteristics correspond to those stated, but do not meet the customer's expectations.

Working with any type of complaint requires an individual approach. In the case of objective complaints, the company should admit its mistakes and satisfy the buyer's claims. It may be necessary to compensate for damages or exchange the goods.

To deal with subjective complaints, it is necessary to conduct a thorough investigation of the entire transaction and analyze the history of interactions with the buyer. This process will provide an opportunity to understand why the customer decided to leave a negative review.

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Let's consider three key aspects that are associated with the reasons for the emergence of complaints:

Quality of goods or services. The most common type of complaint from customers is dissatisfaction with the purchased product. According to the Law on the Protection of Consumer Rights, if the customer can prove that the product is defective or does not meet the stated characteristics, he has the opportunity to return the product to the store and demand a full refund.

Quality of service. This refers to conflicts with sales managers that may be caused by incompetence of the staff. If the seller is unable to answer the customer's questions, the buyer is more likely to leave a negative review.

Failure to fulfill contractual obligations. This is a common problem in the B2B segment. First of all, we are talking about the lack of coordination between internal departments of the company, an incorrectly drawn up schedule, shortcomings in documentation, etc.

Handling complaints not only helps create a more customer-focused company, but can also improve its bottom line. Customers do not file complaints regularly, but it is important to continually assess customer satisfaction with service and products. To ensure a continuous flow of complaints, it is necessary to establish an effective customer feedback system.