▶ Your Answer :
With the influence of consumers being stronger than ever, complaints from them is a way of maximizing the satisfaction of both the consumers and the company. It is often said that people whoever is upset with the service or the product should write an e-mail to the manager since it could be more logical and formal. However, I strongly believe that people should be voicing their complaints via telphone for two reasons: to express their frustrations more clearly and to get immediate responses or improvals from the company. To begin with, complaining with phone could be much more effective in expressing one's feelings and reasons. This is mainly because most expressions are heavily influenced by the tone of the voice. By directly talking with the company, the consumer would be able to appeal better how angry or disappointed they are. Such strong impressions that the consumer is mad is likely to alert the company about their problems. According to an experiment conducted by the Seoul National University, there was a big difference between having a conversation with a human and a robot. To specify, while participants were able to understand most of what the humans normally talked with their tones, they had difficulty realizing what the robots really meant. This was due to the fact that robots did not have any intonation or tone in their speech, making it hard to comprehend. This shows the importance of tone and how it could be successfully used in expressing disappointments to the company. Besides the assest of conveying the information better, complaints via the phone could also get the result much faster. That is, unlike e-mails or texts where one has to wait for a long time before finally getting a response from the company, one could get direct answers by talking over the phone. This would also help the company realize their problems faster and make any improvals, enhancing the competitiveness of their product as well. To take a personal example, I bought an iPhone few weeks ago but unfortunately it was flawed. Since it was a purchase I made after a lot of thought, the error made me mad and I sent an e-mail to the Apple. However, the response did not come even after a week so I tried calling the company myself. It was really effective because I was able to get an instant response for my error and even get a refund for the product. This example directly implies that using phones takes much less time than writing an e-mail and waiting for the response to come. To sum up, I strongly believe that it is better to discuss something controversial via phone since not only could it convey one's complaints better, it is also much more immediate. |