Businesses receive many common customer service complaints that they need to resolve immediately. If a complaint is repeated about the same issue, they should take serious notice.
Problems can range from software to management and agents to services. No matter the issue, a company should develop proactive strategies to fix customer problems.
Failure to deal with customer service complaints can lead to loss of customer base. To protect you from this issue, we have highlighted a list of complaints and solutions to help you run your operations hitch-free.
The customer is undoubtedly King, so call centers must consistently provide top-notch service. If a customer is unsatisfied, many things will be affected—customers, sales, revenue, company reputation, etc.
According to a survey by Dimensional Research, 50% of customers share a negative customer experience on social media rather than a positive one. Similarly, 95% of customers tell others about their terrible customer service experience rather than what satisfies them! Thus, it is essential to make the customer happy.
Do not let common issues hinder your progress! Below are examples of customer complaints and solutions that will support you to deal with your problem effectively and promptly.
You should work on them in advance and give them the ultimate try so your customer may not face such issues.
These days, customers do not have any reason to become unhappy. When they contact you, they are already in a tizzy. However, if, in any case, you do not answer their call timely, they become more impatient and annoyed.
It is no secret that customers feel low priority if they are answered late. 60% of customers think that even one minute of hold is too long. Therefore, you should avoid keeping customers on hold for a long time, which is, in fact, the most common issue customers face.
Companies should aim to solve customers' issues on the first call to reduce customer concerns.
If a customer calls you repeatedly for one problem, it will look odd. The customer will likely not consider it a positive experience, which can lead to customer dissatisfaction and cause you to lose customers.
Perhaps, your team does not have the bandwidth to deliver attention to each inquiry it deserves. Reduce your agents’ workload by incorporating AI chatbots. The bots can handle less critical customer inquiries and leave the most in-depth requests on the customers. So this way, most of the queries resolve on the first resolution.
Customer satisfaction drops about 15% when a customer contacts an organization to resolve their initial inquiry. In other words, if a customer needs to contact a call center three times to get the query resolved, their Customer satisfaction is 30% lower on average than the call center that settles the question on the first contact.
You can hire Simply Contact's services if you are looking for more practical ways to satisfy your customers. Their trained staff will help you increase your sales and the quality of your services.
No matter what, you need to make customer satisfaction the company's top priority. You can conduct surveys (for example, NPS, CSAT, and customer satisfaction surveys). You can take customers' feedback and educate them about the product/service through these surveys.
According to the (QATC) Quality Assurance and Training Connection, call centers see about 30-45% staff turnover rates. Substituting employees costs a lot of money.
Some studies indicate that every time a business replaces a salaried employee, it costs 6 to 9 months’ salary. Unfortunately, you can not substitute the burnout, high workload, and sometimes tedious work that comes with working at a call center. However, you can reduce your agent attrition.
It will definitely reduce the call center burden. Eventually, your customers’ satisfaction rate will increase!
Offer a working environment that prioritizes employee engagement to reduce the attrition rate. In this engaging environment, your employees will be less likely to leave. A rewarding culture can also help with customer retention.
Basically, it happens when customers’ calls are transferred to one agent after another. Then, they need to re-explain their issue every time.
Customers are often already frustrated by their problems, and they become more annoyed by explaining them to another agent.
This problem is not a big deal because its solution is simple. Agents must keep a detailed record of the interaction with a customer as it unfolds in real time. This way, if an agent transfers a customer to the next agent, the information customers have already shared will also be passed along.
Being heard means being valued, and customers love to be heard and valued. This is why they need customer service agents instead of entirely depending on a computerized system.
So an agent needs to respond to customers ’ every query in detail. They need to understand customers' needs accurately and completely. Customer agents should be well-trained in the active listening area. Instead of simply gathering data from a customer and generating a related solution, agents need to ask questions and answer the customers’ problems. An agent should memorize that one answer does not fit all customs. So they need to deal with every customer accordingly.
A company should train its customer representatives on personalization. It will develop a sense of association among the customers.
Personalization is a strategy to satisfy customers, increase their retention chances, and boost your company's reputation.
Another customer service complaint is that customers wait long to talk to the customer service agent. They become frustrated listening to the programmed call, following its instructions, or dialing long digits.
American Express conducted research, and according to it, 67% of customers admit they have hung up the phone due to frustration because they could not speak to a live person. In such situations, the probabilities are these customers take their business elsewhere.
An unprofessional customer agent can be a significant threat to a company. Agents directly deal with the customers, so their behavior, training, attitude, and knowledge matter greatly. If customer service representatives are dealing with a product, they must understand it thoroughly. So they can answer the customers' every query on time.
A customer agent needs to be aware of every ins and outs of the product, regardless of whether it is a coffee maker, game console, or software package.
A company needs to provide customer service reps with products, policies, and programs training.
Receiving customer complaints is normal, but receiving the same complaints is not always acceptable. Satisfying a customer is not challenging if you know the basic complaints. Answering the customers' queries on time, preventing long hold times, and providing them with a sense of personalization can make customers happy.
This article has covered the common complaints customers encounter and the methods of handling customer service complaints. If you, as a company owner, face any problem in managing your call center, call center agents, or customers, you can contact us.
At Simply Contact, we specialize in creating personalized customer support solutions that drive business growth and customer satisfaction. Let us help you elevate your customer experience and stand out from the competition.
Get fast answers to any remaining questions
Thank you.
Your request has been sent successfully.
