Question

1. What is the difference between a valid and an invalid complaint? Give an example of each.
2. What is the difference in how these are treated from a customer service standpoint?

Answer 1

Valid complaints are those who have a positive impact on a company's brand image or quality. When customers complain regarding any products or services, and if those complaints help the company in improving their services, then these complaints are considered as valid customer complaints. The loyal and long term customers give legitimate complaints as they are concerned about the reputation of the company. Valid claims are those which the company takes seriously. The administrative authority does not consider these complaints are made based on misconception or mistaken beliefs. For instance, if a customer complains to the administrative authority for delayed and interrupted delivery of the ordered product, the company would take serious actions against this problem as it may harm their reputation in the future.

Invalid complaints are those which are made based on some preoccupied conceptions and personal beliefs. Many customers complain to the company for invalid reasons. Invalid complaints have no deals with the quality of the products or services. These complaints are made by the IT cells of the rival companies with the intention to lower the reputation. For instance, if a customer complains about a company because they do not sell a hijab or burka, then this complaint is considered an invalid complaint. It is because organizations must have their own choice on what they want to sell to the market. Comments based on religious beliefs are also considered as invalid complaints.

The company takes valid complaints seriously and apologizes to the customer for their mistakes. They also try to find out the solution to resolve the problem. When making decisions on sales, the administrative body considers these complaints.

Companies mostly ignore invalid complaints until consumers provide violent or aggressive comments. The administrative authority considers these complaints as taken based on a misconception or mistaken beliefs.