Answer to Question #208050 in Management for Prabhdeep

Question

SUBJECT : SERVICE MARKETING

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 complaints

1.      Low quality of services or products. If promised high-quality products they should be delivered for customers satisfaction.

2.      Hidden costs And information. One should play safe with the customers.

3.      Not listening to customers. This annoys the customers.

4.      Rude staff. Customers hate such behavior and could even stop buying a product to avoid encountering the rude staff.

5.      Not keeping promises. This could lead to customers switching to competitors and also distrust.

6.      Inaccessibility. Customers need consistent communication for inquiries about the offered goods or services.

How causes of customers complaints impact few firms in the long run

1.      Leads that do not convert. Customers should be given answers to what they inquire about.

2.      Loss of best employees. This occurs when employees are not able to pull their weight.

3.      Loss of customers. For example, a bad review can cost some customers.

4.      Loss of profits. When you lose customers you lose sales.

5.      Reputation damage. Customers leave a review after a negative experience than a positive one.

6.      Poor quality. It can influences functions that generate errors and defects.

Do recall behavior of the firms affect customer loyalty?

1.      It has an impact on loyalty to the brand.

2.      Recall on brand is more negative in products where there is less purchase involvement.

3.      Recall behavior affects customer loyalty,

4.      Recall behavior impacts businesses greatly

5.      Always evaluate recall behavior.