Customer complaints ,Customer service,Compalint forum
Customer complaints - A complaint, in general usage, is an expression of displeasure, such as low quality service at a store, or from a local government, etc. In legal terminology, a complaint is a formal legal document that sets out the facts and legal reasons that the filing party (the plaintiffs) believes are sufficient to support a claim against another person, persons, entity or entities (the defendants) that entitles the plaintiff(s) to a remedy (either money damages or injunctive relief).
For example, the Federal Rules of Civil Procedure that govern civil litigation in United States courts provide that a civil action is commenced with the filing or service of a pleading called a complaint. Civil court rules in states that have incorporated the Federal Rules of Civil Procedure use the same term for the same pleading. In some jurisdictions, specific types of criminal cases may also be commenced by the filing of a complaint, also sometimes called a criminal or felony complaint. Customer service - Customer service is the provision of service to customers before, during and after a purchase.
According to Jamier L. Scott. (2002), “Customer service is a series of activities designed to enhance the level of customer satisfaction – that is, the feeling that a product or service has met the customer expectation."
Its importance varies by product, industry and customer; defective or broken merchandise can be exchanged, often only with a receipt and within a specified time frame. Retail stores will often have a desk or counter devoted to dealing with returns, exchanges and complaints, or will perform related functions at the point of sale.
Customer service may be provided by a person (e.g., sales and service representative), or by automated means called self-service. Examples of self service are Internet sites. However, In the Internet era, a challenge has been to maintain and/or enhance the personal experience while using the efficiencies of online commerce. Complaint forum - An Internet forum, or message board, is an online discussion site. It originated as the modern equivalent of a traditional bulletin board, and a technological evolution of the dialup bulletin board system. From a technological standpoint, forums or boards are web applications managing user-generated content. People participating in an Internet forum may cultivate social bonds and interest groups for a topic made from the discussions.
An example of a complaint forum would be the Indian Consumer Complaints Forum where customers can go and search reported complaints on a company before they do business with them. Internet forums are prevalent in several developed countries. In terms of countable posts, Japan is far in the lead with over two million posts per day on their largest forum, 2channel. China also has many millions of posts on forums such as Tianya Club. In the United States and some parts of Europe, most Internet forums require registration to post.