Letters of Claims, Complaints and their Adjustments — SPCC STD 11 Commerce — Question

1. Introduction : When a seller received a complain from the customer more attention was not paid to it till last few years. Complaints were regarded as an headache and nagetive approach was their towards it. After receiving complaints sellers used to resolve later on when they felt like, but today the trend has changed.
2. Why should complaints be resolved quickly and on time? Customer complaint shows the dissatisfaction of the customer. They write about the problems faced by them and request seller to solve it quickly.
(1) If seller does not resolve customers problem quickly he will feel confusion.
(2) If customer complaint is not addressed at the earliest he might doubt the sellers intention.
(3) Till the complaint of the customer is resolved, he would convey his problem to other customers and this might decrease the number of customer in future.
(4) If customer complaint are not resolved quickly then they feel dissatisfied and it reduces the prestige of the firm in the long run.
(5) If steps are not taken to improve the quality and service for which complaint is made then firm continues to have such weakness and this will lead to decrease in sales in future.
From the above discussion we can conclude that the customers complaints should be resolved quickly and on time which will help to maintain prestige and sales.