Question

We should encourage our customers to complain! In a paragraph of at least 250 words, explain what this statement means, how it should be applied, why it should be applied and why a policy of encouraging customer complaints would benefit your organisation, or indeed, any other organisation.

Answer 1

“We should encourage our customers to complain” this statement may not sound in organization’s interest but it is of real benefit for the company. Following is the explanation thereof:

Meaning : This statement means that customers should be able to communicate their complaints and concerns regarding the product to the organization. i.e. there should be a proper policy and ways through which customers can reach out with their concerns and let the organization know about it.

How it should be applied: There can be a number of ways through which this statement can be applied in real terms. Organization should have a proper policy regarding the customers complaint process. Organisations can have a online portal where customers can easily put their complaints or there can be a toll free number for the easy access of the complaint routine.

Further there can be a call back process where organisation’s executives call the customers if they are having any issue regarding the product.

Why it should be applied: These policies are beneficial for both customers and organization. On the one hand gives sense of security to the customers , and on the other hand it will help organization to create a market reputation for listening of complaints and maintaining its customers base.

Beneficial for the organization: Such a policy will be beneficial for the organization because :

1. It will help in maintaining the product quality .
2. Organisation can compare its improvement by comparing the number of complaints over the period of time.
3. Increase accountability.
4. Increase Customer base.