The selected article for this paper is “Handling Customer and Consumer Complaints” by Ole Dosland. The article was found on the Quality Assurance magazine. The link to the online version of the article is “http://www.qualityassurancemag.com/article/qa1013-manage-customer-complaints/”. This discussion presents a detailed summary of the article and personal thoughts about the subject matter.
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The thesis of this article is that proper handling of various complaints presented by customers can address the consequences associated with them (Dosland). According to the author, a complaint usually reveals the presence of a poor customer service delivery. Serious complaints can result in lawsuits, recalls, or product returns. These costly events have the potential to affect a business’ reputation. Companies that offer appropriate services and experiences to their customers will eventually record positive business performance.
The author goes further to argue that a company that analyzes different complaints will eventually improve its business operations. Continuous improvement should be embraced in order to increase the loyalty of different consumers. The article goes further to outline a powerful strategy that can be used to address various complaints. The purpose of the strategy is to solve the existing problems and eventually improve the customer’s experience (Dosland). The first step is ensuring that the customers can inform the company about the existing problems. Firms should train and encourage their workers to collect quality information from their customers. The information can then be used to address their concerns.
The second approach is ensuring that every business has an effective complaint-handling strategy. The process can be tested using fabricated customer problems (Dosland). This practice will present new improvements that can eventually deliver positive results. The last idea described in the article is the continuous analysis of customers’ problems. Companies that analyze the unique problems affecting their stakeholders will lead to better practices. Such firms can produce superior products to meet their customers’ changing demands. Such products can also compete successfully in the market.
Finally, the article presents several trends that should be embraced by companies whenever addressing various consumer problems. For instance, the author indicates that the expectations of customers continue change every day. Modern technologies, social networks, and handheld devices are empowering more customers than ever before (Singh 87). Companies should use powerful strategies to monitor and address their customers’ complaints.
Personal Thoughts About the Subject Matter
I strongly believe that the author of this article has presented powerful ideas that can make many firms successful. To begin with, the article explains why organizations should differentiate consumers from customers. This approach will ensure evidence-based problem-solving strategies are used to address every grievance. The author goes further to encourage businesses to ensure their customers report their complaints efficiently. The strategy can make it easier for companies to understand the unique challenges affecting the customer service delivery process (Dosland).
When the problems are identified and addressed, it will become much easier for the targeted company to realize its goals. This is true because new products fulfilling the needs of the consumer will be developed (Ha et al. 181). Similarly, new service delivery channels will be created and eventually make the firm profitable. The other lesson obtained from the article is that a powerful model should be implemented to deal with various complaints in a timely manner. I will therefore read more articles on this subject in order to acquire new concepts that can be used to address the emerging needs of different customers.
Dosland, Ole. “Handling Customer and Consumer Complaints.” Quality Assurance Magazine, 2013, Web.
Ha, Nguyen, et al. “The relationship between service quality and customer loyalty in specialty supermarkets: Empirical evidence in Vietnam.” International Journal of Business and Economic Research, vol. 3, no. 5, 2014, pp. 178-186.
Singh, Ajmer. “Relationship between Service Quality and Customer Satisfaction in Organized Retail Outlets.” Developing Country Studies, vol. 3, no. 1, 2013, pp. 84-95.