Customers’ complaints may vary by industry, but when it comes down to it, almost every gripe is centered around a few big issues.
Customers often feel disrespected when they deal with a company or contact center, service expert and researcher Len Berry has said.
Here are customers’ six biggest complaints – and tips on how your agents and contact center can avoid them.
- Someone lied or was unfair to me. Miscommunications are often construed as lies or unfairness. To prevent this: Clarify and make sure customers understand everything before hanging up.
- The employee was awfully harsh. Customers want to be treated with respect (even when they’re being difficult). To prevent this: Use a calm tone at all times so words and ideas always seem gentle.
- They were careless or made too many mistakes. To prevent this: Under promise, over deliver. Follow up to make sure customers got what they wanted when they expected it.
- No one would solve my problem. Customers want someone to take ownership of their issues immediately. To prevent this: Empower agents to take issues to a full resolution.
- I had to wait too long. Customers don’t mind waiting as much if they know what’s going on. To prevent this: Regularly update customers who are waiting to be helped or for an answer or resolution on what they can expect.
- No one cares about me. The number one reason customers leave companies is because of the feeling of indifference they experience. To prevent this: Greet customers by name. Welcome them back. Take their issues as seriously as they do.
