Vinay Dhinge

Customer complaints are inevitable, no matter how streamlined your business. They must always be acknowledged and dealt with effectively. By ignoring or dismissing complaints, you are effectively telling the customer that you don’t value their opinions. Many business owners see complaint management as a time-consuming and frustrating process. However, by developing an efficient system, complaints can be resolved quickly and easily. Complain receiving mode should be as simple as possible. Even a illiterate person should be able to raise a complain. Language should not be a barrier for same and can be taken by any mode like phone call, online or written. If a complain is for improvement some monetary award to be offered. Acknowledge should be always a priority as it indicate you received complain and working on it. It should reflect that you understood the complain. A promise should also be given that problem Will be solved on priority. A response on complain should be made as early as possible. As it will act as healing touch or primary medicine which will restrict anger of customer from taking further harsh step as well as you get time to solve problem. You must response in polite as well as in professional manner. Your response should contain apology as well as thanks and surety that action are taken and same Will not happen in future. You should be good listener for taking care of all complain. Should listen customer side and then even if you don't agree on complain you should not fight with him. Though the problem is small it should not be criticised. As the process followed by Ocado is simple I think they missed the follow up from customer after problem is solved. This will boost company reputation and also free mouth publicity by customer. Thanks