Retailer, distributor and consumer

There are times in delivering of products to distributors, we can’t avoid failures that may happened. For example the retailer has milk products and to be delivered to the store. The said milk has a promo that only can be seen inside the can and only the buyer knows what is inside. The people involved in the case are the retailer, distributor and consumer.

What if the consumer bought that milk? And he or she found out that there are no freebies inside. In this case the consumer will get disappointed of what happened and felt that he or she was scammed. The consumer has the right to complaint to the store. The customer service will take in charged of this situation. It seems the case is controversial just to make things clear, the store will considerate the consumers complaint. For consideration the product will be exchange to a new one or refund. The case is close between the consumer and distributor.

The next case is between the distributor and retailer. What will be the distributor supposed to do? Same to the consumer, they have the right to complaint of what happened to their consumer. The management of the product will have the apology to the store. Just for the consideration the retailer will give incentive to the store to make the situation clear.

You’ve seen the flow retailer to distributor to consumer and to consumer to distributor and back again to retailer. The case is finally close.

Tips How to Handle Consumer Complaints

In business always the tagline is that the “Customer is always right” even they are wrong we try to treat them right. It is fine for the company or product to encounter those complaints from consumers, order to know their suggestions and comments. Just to make improved their products or services.

Here are tips how to handle consumer complaints.

• Pay attention to the consumer’s explanation. Listen carefully and show interest. Thank him for sharing the problem to you.

• Patient is a virtue. Apologize to them for the things what happen and the current situation. Do not blame others or your company committed wrong but just be sorry.

• Reflect back on consumer concerns. Praise him/her by saying that you’re correct or we understood.

• Analyze the consumers feedback, and find a way to avoid it happened again to your business.

• Explain to the consumer the things should be do and not be able to do. Be friendly when explaining your side and touch the consumer's heart so you can handle it easily.

• Let the consumer understands the solution and find the best way of solution to the consumer complaints and let him/her ask, if he/she is satisfied to the solution.