What company fields zero customer complaints? The answer: absolutely none! After going through hundreds of calls and emails about a product, it’s safe to say that many of the complaints can be summed up into a few broad categories. Below are some of the more common customer complaints that most businesses must handle each day.
Low Product Quality
If you have an inexpensive product on the market, expect a lot of complaints. Products that are sold to the masses generally aren’t made to last forever, which reflects the price tag. These things will break, run out of ink, or even become unusable. If you are in a position to fix the problem, then offer to help design an upgraded version of it. If not, then this will be a recurring complaint that you must deal with on a daily basis.
The Product Is Out of Stock
It’s nice to know that people are buying your product, which makes this complaint a blessing in disguise. Customers love your product so much that it’s flying off the shelves, which equates to big bucks for your company. Unfortunately, customers aren’t willing to wait forever for new inventory, which means that you will continue to hear the voice of the customer until you can order more. As soon as you get the first phone call about “sold out” inventory, purchase the next shipment right away to avoid further hiccups.
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Staying On Hold
Large businesses have even larger customer bases that may phone for help. The support team may, at times, field so many calls that it’s literally impossible to take them all at the same time. A queue system puts the latest callers into a line where the earliest available representative accepts them. You can reduce the wait time by hiring more representatives, recommending off-peak times to call, or implementing a system that calls them back (so they don’t have to stay on the line).
Support staff, just like in any other occupation, can start to feel uninspired after working for some time. This is a natural part of working any job, but it greatly affects incoming customer calls. Customers will hear a monotone voice and instantly feel unappreciated, which can devastate your bottom line. It’s always a good idea to answer the phone in a polite, professional manner to make the customer feel heard and appreciated. Help your representatives feel better by inspiring them each morning, appointing team leads, or offering incentives.
Having To Call Again
Although most problems can be handled in a single call, some do not have that luxury. Problems that require documentation, confirmation from external sources, or test results cannot be resolved right away, which means that a second call is needed. This is a huge problem for some customers because it takes time away from their day, which makes them rather unhappy. In many cases, you will be unable to resolve this problem, but you can do your best to keep your customer happy by offering consolation and speaking in a sympathetic manner.
When the customer first calls your establishment, they are asked to verify their identity and to state their problems. It’s bad enough to have to give that information in the first place, but having to do so more than once can be aggravating. Beyond the second repetition, customers can become agitated and unleash hell on the representative. Avoid customer fury by aiming to resolve all issues in just one call, transferring to management when necessary, and offering consolation gifts.
Many customer calls can be resolved with a few simple clicks of the mouse or strokes on a keyboard, but some may take time to fix. In these cases, the problem will go away without the customer ever knowing about it. Some older firms have no way of informing the customer about the details of the activities, which leaves them feeling lost. Follow up with the customer through automated software and personalized emails or calls to give them the details.
Customer complaints are part of the process of doing business, which is why you have a dedicated team for such a task! At some point, those complaints all merge into the same flaws, inconsistencies, or issues. Hopefully, the above descriptions have helped you gain a better understanding of general customer problems.