The 4 Biggest Customer Service Complaints & How to Avoid Them
By Bobbi Wharran | bobbi@pancakedigitalsolutions.com
Businesses are losing more than $75 billion per year due to poor customer service.
It doesn’t matter if you have the best product or service on the market or the most in-depth marketing strategies in place, if your business lacks customer service, you’re going to lose customers and eventually put the future of your business at risk.
Here are 4 of the most common customer service complaints and how to avoid them:
Putting Company Policy Above Customer Experience
Company policies are in place for a reason. They make things run smoothly, they keep team members on the same page, and ultimately, they protect the bottom line.
However, there are times when looking after your customers should come before policy. Each situation is different and will need to be evaluated before a decision is made. But, as long as the request isn’t unreasonable (it happens from time to time), a happy customer should be the end goal.
Long Wait Times
It doesn’t matter if you’re running an online business or a brick and mortar, consumers don’t like to wait. Whether it’s waiting on hold, waiting for a response to a question or problem, or waiting for delivery of a product or service, a longer than necessary wait time is a surefire way to irritate them.
Being very clear about response and delivery times will avoid frustration on both sides. It’s also important to have processes in place that will help you handle all customer interactions in a timely manner. These are 2 of the best ways to avoid this common customer service complaint.
Questionable Privacy Policy
Privacy is on the top of everyone’s mind these days and with good reason. No matter how big or small your business is, protecting the privacy of your customers should be your #1 priority.
Not only is it illegal to misuse or mishandle the information provided, but it’s also the quickest way to lose the trust of your customers. If you’re not sure how to properly protect the privacy of your clients or customers, talking with a lawyer is always a good idea.
To further protect your business and your customers, be sure to also familiarize yourself with the privacy policies of any 3rd party companies you use within your business.
Lack of Experience and Knowledge
Your customers chose to do business with you because they believe that you’re an expert in your industry. If you’re unfamiliar with the product or service you’re providing they will begin to question your credibility.
Proper training for yourself as well as anyone working on your team will help eliminate this potential problem. And while you’re not expected to know everything off the top of your head, knowing where to find the answers is equally important.
On the Table
In the era of social media, news travels fast. And unfortunately, the average person will tell 10-15 people every time they’ve had a bad experience. The good news is that providing good customer service is easy to do and the return far outweighs any added expense. Listening to your customers, getting systems and processes in place, and providing proper training is the best place to start.
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