10 Ways How to respond to Customer Complaints

How To Respond to Customer Complaints

This need to be handle very carefully you have to very polite as well very humble because your customer has invested his money on the product he has got all right to shout on you. So its your responsibility to clam down the customer listen his problem and give him a perfect solution. Now let's see some points how to deal with customer complaints.

1. On a telephone -At first customers dial the helpline number which they got from where they invested there money. So if you  take call on customer helpline you need to be cool headed.  Customer got all rights to angry, shout on you but you have handle it very carefully. If you are short temper then you cannot do this job. You have to be humble and polite while taking.

2. Introductions- As you both are unknown to each other you first give an introduction of yourself.

3. Audible- When you are saying anything to your customer you should voice very clear. If you speak very low then your customer will be irritated with you and even he will get more angry with you.

4. A Good Listener- As you are audible to your customer you should be a great listener too. Don't interrupt your customer when he is saying his problem to you.

5. Ask Important Questions- While customer speaks up. You should be ready with your questions. Now its your turn to question him. Ask him problem related questions. Always keep a note pad and and pen with yourself try to write what he is saying or giving you information's related to that problem. 

6. Ready to Apologies- Now your conversations is over now you should apologizes for the problem that your customer has faced. 

7. Give a deadline time- Now its time to give a deadline time to the customer so that you can understand the problem and  solve as quick as possible.

8. Solution - Give the customer a idea of how did the problem occur and what solution you will apply for it. Now may the customer satisfied and wait for the solution.

9. Refund/ Replace- If the problem is very serious and cannot be solved be ready to replace it or refund the money. 

10. Feedback- As the customer to give a positive feedback so that your hard work will be counted.

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Producer Consumer Problem|| Bounded Buffer Problem

Producer Consumer Problem 

As we come to this topic we see that there is always problem with consumer and producer. From the point of view of a producers we observe that a producer continuously produces goods they don't know when to stop the production. There should be a limit for the producers to produce the goods to that limit. But how they will know it. 

And from the consumer point of view they continuously utilize the product. As the result the product start ending. So there should be a understanding between producers and consumers so that both of them can know each others. So in this post we will get know how they manage this problem and overcome it. And get going the process without any obstacles. Producer Consumer problem is also known as Buffer Problem.

Producer consumer problem has two process

1. Producer Process

2. Consumer Process 

1. Producer Process- When producer produces some type of Data ( Character, records, files etc) they place it in Buffer System.

2. Consumer Process- Consumers removes this data item from the Buffer System.

There are also some constraints problem with Producer Consumer.

1. Size of the Buffer system is always fixed. It is also known as Bounded Buffer.

2. As the size of the Buffer system is fixed. Consumer must wait if the buffer is empty. And same with producer must wait if the buffer is full.

3. Last but not the least only one entry at a time by consumer or producer. That means is if producer is using buffer then consumer must wait and vice-versa.

Producer Consumer Implementation.

Now we will discuss how they implement this problem.

. The notation, variables and conditions are used by the producer to implement producer problem.

. Consumer problem are described below.

. Buffer is implemented as an array size N treated as a circular (ring) Buffer.

. Variable in gives the index of the next position for inserting the data item by producer.

. Variable out gives the index of the next position for removing the data item by consumer.

. The buffer is empty when count= 0

. The buffer is full when (in%N)= Out.

. Next-item P is the variable that store the next data item produced by producer.

. Next-item C is the variable that stores the next data item removed from buffer by consumer.

.Variable Count shows the number of items in buffer.

Initialization

Int buffer(N)

Int in=0

Int out =0

Count

Producer

while(count==N) -When count== N, producer do nothing as buffer is full*/
/* Store data item next_item P at buffer position pointed by variable in*/
/* buffer is bounded circular buffer so variable in can range between 0 to N-1 only*/
in= ( in+1) % N
count= count+1

When both producer and consumer process run concurrently they may not give the correct result. Let us suppose that current value of variable counter is 10 and both producer and consumer processes are running currently so in the producer process the value of counter = 10. Now suppose the processor switch from producer to consumer processes and consumer start executing. Here in consumer process the value of counter = 10. And after the consumer is executed the new value of counter is equals to 9. Now again the processor switch from consumer to producer. The producer will start from point where it is left previously. So for producer the value of countess is still 10.

After the producer execute the value of counter would be 9. This is because we begin with consumer process with value of counter equals to 10. Now the processor switch from consumer to producer. In producer process the value of counter is equals to 10 and after the execution of producer the value of counter becomes 11. Again the processor returns back to consumer the consumer executes and make the value of counter =9. The correct result of counter is 10 and will be achieved only when both the processes runs one after the other.

Race condition- This condition that we just encounter in producer- consumer case is the race condition. When several concurrently executing processes access and manipulate some shared data at the same time then the final result depends on the order in which the access to the shared data and the execution takes place. This is called race condition. Race condition is an undesirable situation. To avoid the race condition it is necessary only one process at a time the allowed to access and manipulate the shared data.

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Consumer Protection Act || Consumer Rights || Redressal Agency

Consumer Protection- Why we need to protect our consumer in India. Now days the producers of product are just think of their Profits. We usually see in news that some product got banned or some producers sells duplicate product to their consumer just to earn large amount of profit. they usually mix some duplicate product with original and sells very easily.

Importance of Consumer Protection- People are just not aware of Consumer Protection. They just purchases product give money comes home calculate  their expenditure on purchasing and that all they do.

.Consumer Ignorance- Every day we purchase some product. We usually go to shopping mall and purchase some product. We go to medicals to purchase medicine. But how many of us take a proper bill by the shopkeeper. We even don't care to ask for bill or even if some one take bill how many days he keeps the bill with himself. Consumer should know their rights. Make a habit to ask for the bill what you purchase.This habit will benefit you only not me.

.Unorganized Consumer- When we go for shopping in shopping mall. We usually see some customer are arguing with sales manager or their staff because they are not satisfied with the product they purchase. They ask to refund them or give them a new product. But in some cases we see that if we get some defective piece or we are not satisfied with the product we want to refund it back but due to lack of consumer rights we don't take steps for refund. Some don't keep their bill with themselves or they don't want to get in trouble. This is called unorganized consumer some are aware of consumer rights so then can loud there voice and some don't know the consumer rights so they don't really care.

.Widespread Exploitation of Consumer- How many of us purchase from E-commerce websites. There are lot of online shopping sites from there we can purchases any thing that we like. Earlier i use to check these sites and what i notice that a product for example a branded shoe which was Rs 5000 and it was giving discount of 50% so the price was Rs 2500. On next day the discount price was 25%. I am trying to say that these E- commerce sites product price fluctuate with high margin. If you buy a product today for Rs 2000 may be tomorrow it price changes  increasing or decreasingly. Or even if you order the product when it reaches to you. You find it that the product is very cheap and not up to your expectation. In that cases they provide some time period so that you can return your product with in the give time period. And still you are not satisfied with their service or they are just ignoring you so you can take legal action against them.

So if we are talking about Consumer protection. So i have to Mention When consumer act came.
Consumer Protection ACT came in 1986. And it was implemented on 1st July 1987.

Consumer Rights- Now we will discuss rights of consumer. What are the rights of consumer.

1. Right to safety- When ever we purchase some hazardous goods it is the responsibility of the seller to make aware the consumer or should be mentioned on the product.The seller cannot sell you defective goods for example you purchase a television and switch on it and television got blast. if such things happen you can file the case on the seller. These are the responsibility of seller to check the goods before selling the product.

2. Right To information- There should be clearly mentioned on the the product that if the product is hazardous in nature it should be clearly mentioned on the top of the product. As for example if you purchase a rat kill it will be clearly mentioned on the top.

3. Right to make choice-  It is the responsibility of the consumer to make choice. If you went for shopping and see different jeans but you are not satisfied with the product you can leave it any time. Nobody will force you to purchase it.

4. Right to Heard or Representation- Consumer have rights to ask for the customer care support if they find any problems in the product or the feel uncomfortable to use it then you can contact customer care service. Many online website have 30 days return policy so within given time period you can exchange your product.

5. Right to seed Redressal- If some one cheats/fraud you then its your duty to complain by filing Redressal forum issued by government.

6. Right to consumer Education- Consumer should know there rights and responsibility. If someone cheats/fraud you should be aware of Rights of consumer. 

Consumer Responsibility- As we have consumer rights. We also have some responsibility with us.let us discuss some points.

1. Consumer must exercise his Rights- A consumer must fight for his Rights if you are not satisfied with the service or product. Its your duty to to fight for the rights  and get justice for you product.

2. Cautious Consumer- How many of you go for shopping and bargain for price. I think very less of you do this. Its our right to bargain for our price. If you go to showroom for buy a bike there is a possibility of chance that the seller may give you discount.

3. Filing Complaints- Filing complaints for the redressal of the genuine grievances. Consumer must be educated about the consumer protection. Your complaint must be genuine and with 100% proof.

4. Must be quality conscious- A consumer must purchase quality goods. Its goods must be branded or a good quality. Quality goods always guarantee or warranty on it.

5. Do not get carried away with advertisement- You will always see advertisement of many product but if you need it then only you should purchase it. And get carried of with the advertisement or with any big star advertising it. Always see your needs then only go for purchase.

6. Insist on cash memo- As i said before you should ask for cash memo. It will help you in filing case.

Redressal Agency- There are three types of redressal agency. In this agency you can file complain if you get cheat or your have any problem with the Goods.

1. District Forum- Consist of President and two other members. The president can be a Retired or working judge of a district court. Are appointed by State Government. Consumer can complain for Goods and services Up To Rs 20 Lacks. You can even appeal against the Judgment in case of unsatisfactory Result in State Commission within 30 days by depositing Rs 25,000 or 50% of Penalty which ever is less.

2. State Commission- Consist of President and two other members. The president can be a Retired or working judge of a High court. Are appointed by State Government. Consumer can complain for Goods and services more than Rs 20 Lacks but less than Rs 1 crore. You can even appeal against the Judgment in case of unsatisfactory Result in National Commission within 30 days by depositing Rs 35,000 or 50% of Penalty which ever is less.

3. National Commission- Consist of President and Four other members one Woman is compulsory.  Are appointed by Central Government After Consulting Chief Justice of India. Consumer can complain for Goods and services more than Rs 1 crore. You can even appeal against the Judgment in case of unsatisfactory Result in Supreme Court within 30 day.

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