One of the top tips for building a successful business, besides excellent products and services, is perfect customer service. Naturally, this factor involves resolving customer complaints, and as the old saying goes, “the customer is always right.”
If you wish to train the call center section of your business and offer pristine customer service to individuals that opt for your offerings, this article will be your guide. It will present an in-depth approach to the topic and explain the most common customer complaints in the call center.
What Is a Customer Complaint?
The importance of customer complaints cannot be overemphasized as studies reveal that approximately 96% of customers don’t complain before leaving your business, meaning you must treasure the slightest feedback presented. Essentially, that’s the best way to define a customer’s complaint: feedback regarding their dissatisfaction with your offerings.
What Are the Common Customer Complaints in Call Centers?
Customers might file complaints with your business for a number of reasons. Here are the four most common customer complaints you may encounter during your years in business.
Despite your best efforts to offer exceptional products, not every batch will be impeccable. This natural flaw might upset some customers’ expectations, resulting in a direct complaint.
In some cases, the product isn’t defective or broken, but the customer merely doesn’t understand their purchase and desires clarifications. Sometimes, complaints about a perfectly working product hint that the customer isn’t ideal for your service as your target audience involves individuals who comprehend the item’s value.
Irrespective of the reason, your call center’s duty is to rectify the issue and prevent losing them to your competitors or ruining your business through word of mouth. Resolving customer complaints involves replacing broken items that have been proven to be damaged. Also, if the buyer possesses no understanding of the product’s use, educate them (preferably by providing a link to your website).
Complaints Raised Due to Delivery Issues
If your business offers product delivery as a feature, you’re bound to experience complaints from this sector. Naturally, this issue connects to product-related complaints since functioning products can get damaged during deliveries, thereby promoting the customer’s feedback regarding their dissatisfaction.
Another issue in this sector is late delivery, and while external factors can hinder on-time order fulfillment, 45% of customers cease purchasing after one instance of late delivery. Therefore, we recommend preventing this issue by communicating your current abilities and potential hold-ups and offering compensation for extreme delays (if possible).
Complaints Due to Miscommunication
Customers calling support to clarify a confusing factor regarding a product isn’t new as humans comprehend information differently. Fortunately, most complaints in this category aren’t hostile, as a few sentences or a link to your website can satisfy the inquiry.
However, if the miscommunication is likened to false advertising, you should first rectify the customer’s complaint then revise your product description or marketing methods.
Businesses prioritize customer experience because it controls the value of their company; therefore, sloppy customer service, poor order fulfillment, or rude interactions shouldn’t be factors associated with your establishment.
Employees and agents should serve customers humanely and view them as individuals instead of transaction bags. You can even compensate each complaint with something worthwhile, thereby establishing yourself as an organization that cares.
Why Are Customer Complaints Important for Your Business?
Instinctively, every business with dedicated members of staff understands the importance of customer service handling complaints. However, if you wish to emphasize the reason to your team, here are some reasons to consider:
Identify Product/Services for Improvement
Besides satisfying complaints to avoid refunds, entertaining them allows you to spot never-before-seen holes in your product or service. Failure to fix this crack in your corporate armour is a recipe for failure, as most prospects will prefer saving themselves the disappointment.
Customer complaints also highlight areas that need innovation or improvement and point out which staff needs training or better equipment.
Ultimately, despite being undesirable, customer feedback helps you assess your business’s consistency and improve your team, department, and even tools.
Build Customer Loyalty
The benefits of repeat business cannot be overemphasized as it holds the key to your business’s growth. Essentially, having customers who regularly patronize your company provides you with enough cash flow to upscale the establishment.
One way to convince customers that you’re worth their time is by humanely rectifying their complaints and putting in effort to prevent the mistake from resurfacing.
Imagine your business as a branded taxi and the customer as a passenger. If the individual expressed disappointment in the neatness of the seats, the best option is to ensure they remain clean. Of course, if the customer encounters this issue again, the possibility of them boarding your taxi is low.
Ultimately, solving your customers’ problems encourages them to continue patronizing as they feel acknowledged and respected.
Improve Customer Communication
As previously mentioned, 96% of customers don’t complain before leaving your business, meaning you’ve most likely lost some valuable customers over the years. Fortunately, you can reduce the departure rate by tending to complaints as it reduces blockades and encourages customers to share problems since they know you listen.
Also, the more problems your customers share, the more opportunities you have to fine-tune your offering and outperform your competitors. Essentially, you can turn complaints into cash if handled correctly.
Implement a Complaint Program to Improve Support Performance
Once you have gathered sufficient data from your customers’ complaints, you can compile this information to form a program that improves your call center’s performance. In other words, new and old representatives can better understand previous issues and rectify them on the first call.
Ultimately, you’ll have a stronger line of defense as well as sufficient information to improve your products and services. The benefits are endless.
Resolve Customer Complaints Effectively with 3C Contact Services
If you desire the perfect team to rectify your customers’ issues and keep your business running smoothly, consider contacting 3C Contact Services. We possess extensive knowledge of navigating issues and turning objections into affirmations, resulting in more sales for your establishment.
Contact us today at 1-888-353-2335 or info@3CContactServices.com and leverage our resources and years of experience to make your company better.