Common Types of Customer Complains and How to Resolve Them

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.

How to Work More Effectively with Global Teammates

The world continues to become more connected than ever. As it battles the adverse effects of the current Corona Virus, it is becoming increasingly important for teams to collaborate and work together virtually. Holding zoom meeting with sales teams managing towing services in Kettering, I got to learn that working virtually is now widely accepted as people embrace the realities of working at home.

As most of us start to work in global teams, we find ourselves running into common problems that hinder the smooth flow of work. Global teams can run through different countries, languages, cultures, and time zones, which brings a lot of opportunities and a fair number of challenges as well.

To ensure you can take advantage of opportunities virtual teams present, here are is what you need to do to promote effective collaboration.

 

Develop a global mindset

It is important to be open and ready for the differences that can arise between different countries and cultures. When you have this global awareness, it will help in building a stronger working relationship with your colleagues and help towards your success. You need to have an open mindset and avoid any forms of biases and prejudices associated with one region to another.

 

Be mindful of time zone

It is important to be thoughtful of the in-office times your colleagues have. You will be having different time zones and different holidays. Ensure the devices you use for your work has a world clock widget that displays multiple time zones concurrently. Use the team calendar to keep track of all public holidays across different regions. Schedule emails appropriately so that they can be sent at the right time.

 

Minimize cultural nuisances

Our day to day life, actions, and language is normally dictated by our social and cultural setting. There are some forms of language acceptable in a certain region yet totally unacceptable in another. When working with global teams, you need to use the professional, official, and universal language that is well accepted. When communicating, ensure your message and phrases are not ambiguous and have only one way of interpretation. Stick on universal times that would ensure everyone can be available for short meetings to discuss key issues, before [people can work on their respective time zones.

 

Pat attention to details

When you bring people from diverse backgrounds and cultures together, a lot of information must be shared to ensure everything flows accordingly. These people will also have different first names and surnames. Invest your time in learning how to spell and pronounce their names appropriately. On your communication, pay attention to all details to ensure instructions are well captured.

 

Promote virtual Meetings

Most of the communication around global teams will be non-verbal and it is important to ensure virtual meetings are made to be more visual. Tools such as Zoom, Skype, and Google Hangouts become increasingly important in ensuring the success of virtual meetings. Ensure there is increased collaboration by recognizing success and celebrating culture. Make time for face time and ensure you make other team members feel the sense of togetherness.