According to Tali Yahalom, consumers want to be treated indivually and not like any other consumer you deal with every day. Companies should realize that changing rules once in a while is less costly than losing a customer. Moreover, social mediums like Facebook, Twitter, and Yelp have become extremely useful in tracking one's reputation online. One should be considerate towards a customer's emotional state of frustration and listen calmly to him/her instead of becoming defensive. Nowadays, companies have tools for collecting consumer feedbacks and suggestions which are extremely important. A company should be optimistic towards feedbacks and try and learn from it. To know more, follow this link: http://www.inc.com/guides/2010/12/the-new-rules-of-handling-customer-complaints.html

Service level, abandoned calls, productivity indicators, quality indicators, customer service are some of the key metrics typically used by a call center to measure data for customer complaints. For many businesses, retaining existing customers are cheaper than acquiring new customers. Customers become repeat purchasers usually because they believe that the services they buy are good value for money and the service they receive when contacting the firm is of optimal standard. Read more at:http://www.lieberandassociates.com/800_Number_Measurement_Metrics_Inbound_Customer_Service_Orders_Sales_Statistics.shtml 

Companies can maintain customer support department to answer customer doubts and problems in social networking websites like Twitter and Facebook. Answers to customers should be quick and within few hours of posting. We can implement softwares that can be synchronized with Facebook, to manage private messages and posts, and to keep track of customer service questions & problems and also to serve requests. Some of these softwares are Sales Force Desk, Happy Fox etc. One can use the Facebook page to spread the problems associated with that particular product and other product issues. Social space provides a platform to make people aware of the product defects. It will demonstrate the business house's willingness to take responsibility for mistakes making fans aware of the present business scenario and maintaining transparency. Some brands often offer their fans monthly exclusive deals and some host frequent giveaways. To know about this aspect follow Jim Belosic (CEO of ShortStack)'s link: http://www.socialmediaexaminer.com/social-customer-service-facebook/ .

Will this be the year in which retailers add SMS texting to their customer support channels? Plenty of consumers have discarded SMS in favor of WhatsApp. Thirty one percent of mobile phone owners prefer to text rather than talk. Texting bypasses the annoyance of wading through multiple menus and directives to enter account numbers or other personal information to route a call.

 To gather more information, follow the article link by Lydia Dishman, veteran business journalist.

http://www.forbes.com/sites/lydiadishman/2014/05/02/is-texting-the-next-solution-for-retailers-to-field-customer-complaints/