Sooner or later, any business will face consumer claims. They can be fictional, real, or well-founded. But we have to work with them! Let's talk about the most common mistakes made when dealing with customer claims.
The most serious mistake is ignoring the claims received.
Can't be ignored. This not only violates consumer protection**, but also increases the risk of loss. Claims must be answered. The response to the complaint is an opportunity to convey your opinion of the situation to the opponent and resolve the dispute in a pre-trial. Because in court, it costs at least twice as much.
The second serious error was the failure to comply with the deadline for responding to claims.
There is no single term. Claims may involve different areas of your business, such as consumer protection or personal data processing. Therefore, upon receipt of a claim, the time to respond to the claim must first be determined. Late filing of a claim amounts to a failure to respond to the claim. a The consequences of failure to respond to a claim are described in paragraph 7 above. Higher.
The third error refers to answering the claim according to the terms of the contract
For example, the contract with the customer stipulates that in the event of a refusal of service after the start of the service, the service fee will not be refunded. Yes, the customer signed such a contract, but the fact is that the clause of the contract that violates the law is invalid. So, in this case, "send" the customer into the contract he signed, and be satisfied with it, you will lose in court.
It is always necessary to study the consumer's request and its legal basis, even if the customer does not invoke them. Therefore, you should not only check whether the terms of the model contract with the client are valid, but also determine your position in the current situation.
My advice is: regularly check your contract form to ensure that it complies with applicable laws and your current service engineering goods sales policy, and to process claims.
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