Top 5 Customer Complaints
By Damien Clarke
When a customer does not receive good customer service there are many outlets to express their frustration. What happens in most cases? Statistics show that most customers never actually complain, they just never come back. Knowing the top 5 consumer complaints can allow for a proactive approach with regard to preventing these issues.
Unavailable Products or Services
The customer came to your business for a reason, to purchase a particular product or service or at least to see if it was right for them. If that product or service is not available and it is supposed to be then there is a problem. Now there could be a myriad of reasons why something is not available and many of them could be perfectly valid, but the customer is not going to focus on the reasons, just the fact that the product is not there. Outstanding customer service makes it easier to smooth over the issues of unavailable products or services.
Slow Response Time
When a problem arises the response time is the measure by which all companies are judged. Whether the problem is large or small customers expect issues to be handled speedily and in a courteous manner. The problem resolution protocol needs to be tweaked until this goal is achieved and employees have to be trained to handle a customer’s problem in a manner that leaves the company’s good reputation intact.
Unprofessional Behavior By Employees
Even if an employee is having a bad day, the customer is never supposed to know that fact. Unprofessional behavior by employees toward customers is one of the complaints that tend to become viral as the customer relates the bad customer service story to friends and family. A comprehensive customer training program can help to eliminate this issue from the workplace.
No Reward for Loyalty
This complaint is a bit more subtle but very valid. Longtime customers need to know that they are appreciated. If a customer has been around for 20 years, but is treated like just another number or just another credit card to swipe; the disappointment caused by the lack of appreciation shown for their loyal business, will eventually be vented, most often by taking business elsewhere.
Lack of Management Availability
We all want problems to be handled by the person with the most authority at reaching a solution. If a customer cannot discuss an issue with a manager it leaves the impression that their problem is not really viewed as an important concern. Managers have to make their presence known, to reassure customers, and that means managers need customer service training as well.
Customer complaints can be kept to a minimum if employees are properly trained in how to handle them. Properly training the staff though a professional customer service training program is essential.
Damien Clarke is the Managing Director of Newarke Corporate Training and knows that effective Customer Service Training is essential to the longevity of your employees and also your business. It’s that simple.
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