63.Customer service, complaints

Q1 What do you think of people complaining when they buy poor quality goods at a low price?

Ans- I think it's totally fine to complain if you get a faulty product, no matter the price. If something is broken or doesn't work properly, you should be able to get it fixed or replaced. But it's not really fair to expect a cheap product to have the same quality as something expensive. Of course, it's going to be worse because the low price means cheaper materials and technology were used to make it. That's just how it works: you pay less, you get less. Like, if you buy a cheap pair of shoes, they might fall apart faster than a pair of designer ones, and that's to be expected. Or if you buy a budget phone, you can't expect it to have the same features or performance as a high-end model. So, in my opinion, while complaining about a broken product is okay, complaining about quality differences isn't really justified.

Q2 What problems do customers often have while shopping?

Ans- When shopping online, one of the biggest problems is not getting exactly what you expect. Sometimes, products look great in pictures, but when they arrive, they're either different in color, size, or quality. Delivery times can also be a huge issue, especially if items are delayed or even get lost in transit. It's especially frustrating when you're in a rush or waiting for a special occasion. Another issue with online shopping is not being able to physically touch or try the product before buying, which can lead to disappointment. As for in-store shopping, one of the most common problems is overcrowded stores. It makes finding what you want difficult, and long checkout lines add to the frustration. Plus, sometimes there's not enough staff to help, leaving you searching for someone to assist with questions. Another issue is products being out of stock, which can be really annoying if you've gone all the way to the store only to find nothing you need. Both online and offline, the lack of clear information about the product is a problem. Whether it's vague descriptions or missing details on websites, or unclear labels in physical stores, it makes it harder to make a decision. Customers want to be sure about what they're buying before they pay.

Q3 What do you think customers should do when there are problems with products bought online?

Ans- If a customer has an issue with a product bought online, the first step is to contact customer support or reach out to the seller directly. They should clearly explain the problem and request a solution, whether it's a replacement, repair, or refund. Most companies have a return or warranty policy that covers such situations. If the seller or support team doesn't respond or refuses to help, the next step is to take it to social media. Customers can share their experience, tag the company, and often this will grab their attention. Many companies pay close attention to their public image and are more likely to resolve the issue quickly when it's posted online.

Q4 As a customer, what kinds of services do you expect from a company?

Q5 What is good service?

Ans- First of all, I expect that the products and services I buy from the company perform well and do what they are meant to do or, in other words, buying some product or service from the company, I want this company to stick to their word and sell me exactly what they advertised. Also, I expect quality customer service, when a customer service agent makes more effort to engage and learn more about my wants, feelings, desires and beliefs, and up-to-date knowledge, when I can get answers to all my questions quickly and correctly as well as get the information I need to make my buying decision. Well, and the last thing I expect from the company is quick-resolution-time for complaints, whether they are on digital channels - like social media and webpage comments or off-site on third-party and review sites. So this is what I good customer service.

Q6 What are the differences between shopping online and in-store?

Ans- You know, shopping online and in-store feels really different. One big difference is the convenience factor. Online shopping lets you buy anytime and anywhere, while in-store shopping means you have to actually go to the shop. It's great when you're busy or the weather is bad, because you can just order stuff from your phone. But when you shop in-store, you get to see and try products. You can touch things, try on clothes, and be sure about what you're buying, which you can't really do online. Also, with online shopping, there's usually a waiting time for delivery, so you don't get your item right away like you do in stores. So, each way has its own pros and cons depending on what matters more to you... convenience or the experience.

Q7 Do you think customers' complaints will improve products or services?

Ans- No doubt they will as all companies understand that the more satisfied customers they have, the more profit they will get. Customers' complaints help companies succeed as they can point out vital information that is lacking, erroneous or out of date. What is more, they highlight key areas where the product needs improving, systems need updating or the service needs upgrading. They also give the company valuable content and insightful case studies for its service education programs, so I am sure that companies with clear-sighted vision will do their best to change their products or services for the better as soon as they receive a valid customer complaint.