When Consumer Complaints Are Result of a Misunderstanding


Most of the times, immigration and overseas education consultancies establish themselves with a view to provide a solution to the client in his quest for finding the means to settle or study abroad. Whenever a student, who is guided by the team of consultants at an overseas education business finds admission to a coveted university or gets accepted for student visa, then the entire team rejoices this happy news as though it is their own personal victory. Very often consultants invest a lot of time, effort as well as personal interest in the success of a student. Right from understanding the student’s profile, to researching various universities and courses in order to suggest the right fit, to making sure that the student has all the necessary documents in place to ensure that the admission or visa application process is not unduly delayed. The consultants take care of everything. In such a scenario, if a student has to miss out on an opportunity due to non -availability or delay in visa process, it is but natural that the consultants will feel extremely sad. So, imagine the plight of the consultants if the student happens to raise a complaint against the firm and the team of consultants. Which has been the case recently at a company called Global Tree. Consumer complaint, was raised by a student who, having through the efforts of the consultants, obtained a seat in an Australian university, decided against taking up the seat and asked for a full refund of the fees paid by her. Due to circumstances that are beyond the reach of the OVERSEAS EDUCATION CONSULTANTS, there was a delay in the refund process from the university, and this led to an escalation of sorts and a police complaint was filed against the company

When Consumer Complaints Are Result of a Misunderstanding


Though we cannot know for sure whether it is justified for the GLOBAL TREE CONSUMER COMPLAINT to be launched and the police to be involved. We do know that companies can take a few steps to ensure that situation is not escalated to this point
1. Make Sure the Consumer Knows What to Expect From the Beginning
Sometimes, marketing teams are so keen on closing a sale, that they will promise the sun, the moon and the stars to the potential customer. This can lead to a lot of problems down the line. It is best to stick with the facts when it comes to soliciting a sale
2. When a Situation Arises Keep the Consumer Informed
Many times, customer care representatives do not keep the consumer abreast of the latest situation, especially where bad news or potentially bad news is involved. The consumer may feel cheated in such a scenario, and the trust is broken
3. Be Patient When Talking To an Irate Customer
Many situations can be de-escalated easily if the customer is appeased and the customer care representative is able to talk in a cool and composed manner.  You should never take the anger of a customer personally and should do your best to assure him that you are doing your best to resolve the issue
4. Trust in the Truth
It sometimes happens that, despite best efforts, the customer is not convinced and wants to part ways. In such a scenario it is best to carry on providing exemplary service to the customers and trust that truth will ultimately prevail
5. Learn From the Incident
Every incident has the potential for a lesson within it. Even in case of an unresolvable issue, there is a lesson that can be learned. Maybe your company needs to have an honest look at its policies or an overhaul of the service standards. Whatever it is you have a chance to introspect and learn from the incident

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