Answer to Question #207576 in Management for Prabhdeep

Question

SUBJECT : CONSUMER BEHAVIOUR

What are the causes of customer complaints , give any 6 causes with elaboration ? How do they impact few firms in the long run , explain impact in 6 points with elaboration ? Do you think recall behaviour of the firms will impact the customer's loyalty , explain in 5 points with elaboration ?

Answer 1

causes of customer complaint

• Failing to Keeping Promises.
• Poor Customer Service.
• Rude Staff.
• No Customer Service.
• Not Listening to Customers. 
• Low Quality of Products or Services

Impact of customer compliant

• Customer satisfaction enhancement.
• Product/service upgrade.
• Improvement of policies and procedures.
• Boost in customer communication.
• Positive impact on brand image.
• Improvement of customer review

Recall behavior

Recall makes consumers lose confidence and interest towards the products and services of a firm as they have a negative effect on the corporate product concept or demand, the willingness to repeat purchase related products will be cut, the market volume will decline and hence will affect the aspect of consumer loyalty.