Working in customer service has many advantages and disadvantages. One of them is complaints. What are the most common complaints in customer service?
The amount of questions
Customers often complain that they have to answer a lot of questions before they get a solution to their problem. Customer service is usually divided into stages and at each stage the customer is asked to provide information (often repetitive) regarding their issue.
Ready-made formulas
Customers sometimes have the impression that they are talking to a machine, which can answer the question using ready-made formulas. Even more upsetting is the situation, when it is not possible to describe the request in such a way that instead of contact with an automat you talk to a real person.
Feeling of rejection
Customers feel rejected when the consultant can’t solve the problem or gives the impression that he didn’t listen to the customer. The long wait time for customer service to help also makes customers upset.
How to prevent customer service complaints?
Minimize handling procedures
Establishing handling procedures is the most important aspect in efficient customer service. If they are kept to a minimum and tailored to the needs of the customer, then customers will be satisfied with the quality of their service.
Don’t use many ready-made scripts
In order for a customer to talk about their problem they have to listen to recordings first, dial a lot of numbers on the phone, and answer similar questions many times, this is a sign that you need to make changes. Shorten as much as possible the process of calling a consultant. The customer will definitely appreciate that he or she was not forced to follow the instructions of the machine for a long time.
Inform the client about the time of waiting for the call.
This solution will reduce the customer’s nervousness. When he will be informed that he is X in the queue and the waiting time for the call is Y minutes, he will have a different attitude towards the conversation.
These solutions will have a positive impact on how customers perceive their service and reduce complaints. So it’s worth implementing simple processes to avoid unpleasant situations.
