Your customers present you with the purest form of quality control. Without their approval, your business will not grow or succeed. When customers are complaining, it is important to hear them out and have their grievances solved. Companies such as Chantilly Tow Truck have continued to offer excellent customer service by listening to their customers. If you can improve customer service by solving customer issues, you stand a better chance to prevent customer churn. No matter the industry you are involved in, you will have to deal with customer complaints. Even when your business is not making any mistakes, you will eventually hit a roadblock that will lead them to your customer service team.
What are customer complaints?
Customer complaints are pieces of feedback that point out problems with your company’s products or services. They present opportunities for your business to improve its internal processes and eventually create a better customer experience.
Here are some of the most common complaints you will have to deal with;
Long wait on hold
If your team works in a call center, the average time on hold is one of the most important call center metrics you will have to deal with. Customers are looking for faster answers and won’t afford to spend their whole time with phones sticking to their ears. Studies show that after two minutes, customers are most likely to hang up. To avoid losing a large percentage of your customers ensure your call center implements automation. Provide your service team with different features to streamline their operations and complete tasks automatically.
Out of stock products
It is usually a good sign when your products go out of stock. However, if you stay out of stock, your customers will be frustrated and become impatient with the whole process. They may demand you make a special order or they will repeatedly call for product updates. From the customer service perspective, you might not have a lot of say on new shipments for products. However, ensure you fully report such issues to your managers and product management teams so that they can take action.
Repeating customer’s problem
Customers hate repeating their problems to your reps. This normally happens when they are transferred to new reps or when they are dealing with an agent who is not paying close attention. When customers have to describe their issues multiple times, it becomes very frustrating. One of the best ways to prevent this issue from happening is by having reps stop transferring customer calls. If you have to connect the customer to a specialist, reach out to the specialist internally and have the issue explained fully.
Poor product or service
When you are selling an inferior product, you will expect your customers to complain. You may also be selling a product that a customer finds hard to use. In other situations, customers may not be a good fit for your products and services. No matter the case, your teams need to know how to prevent customers from turning to your competitors. There is a need to educate customers on how to use a product or service and how to achieve success with the same.