You may have the best product or offer the best service, but if your customer service isn’t delivering, your customers won’t care. Customers look for the best overall experience, and will pay additional to do business with a company that is friendly, helpful and easy to work with.
Below are some of the top customer complaints to keep in mind as you build your customer service department:
- Automated messages: Nothing replaces talking to a real person who can respond in real-time. A lot of companies have automated messages to filter the calls to the correct department or associated, but this can be a big frustration to customers. Having to listen to a menu of options is time consuming, and sometimes there isn’t an option available for what the customer called in for.
- Long hold times/multiple transfers: While being on hold isn’t desirable, most people understand a certain length of hold time. But keep your customers waiting too long, and they will be frustrated before you even start to assist them. Additionally, transferring the customer to multiple different employees can be as equally frustrating. Make your customer repeat their problem multiple times to multiple people, and you have a recipe for disaster.
- Unknowledgeable employees: When customers call in for help, they are seeking help from the “experts.” Don’t put a new employee on the customer service team on their first week. Make sure your employees are educated and know how to help or where to get help, otherwise you are wasting your customers time, and losing business.
- Rudeness: Want to lose business fast? Be rude to your customers. Nothing is more of a turn off for customers than having a rude interaction with a business owner or employees. A small customer complaint can blow up into a major issue with little more than a bad attitude.