If you’ve ever heard from a customer that was unhappy with the customer service they received at your business, they might have told you they would be sure to tell everyone they knew about your company’s mistake. As it turns out, they usually mean it–the average person tells 24 people about bad customer service they received (in person and online).
Even if you pride yourself on your company’s great customer service, you can’t completely ensure that a customer never has a bad experience. That’s why it’s important to know how to avoid situations that leave your customers complaining about your business to friends, coworkers, and family.
- 46% of people use social media to complain about poor customer service they’ve received
- Nearly a third of people (32%) believe companies are less focused on customer service than ever before
- 93% of people say customer service regularly fails to meet their expectations
Here are 10 things that cause customers to feel they’ve had a bad customer service experience. If you can avoid making these mistakes with customers, you can help ensure your customers are leaving feeling satisfied with your business.
10 Things That Make Customers Complain About Your Business
- Calling a company and not hearing a human voice – Source
- Reaching out to a company on social media and not getting a response – Source
- A company representative that’s unable to answer questions about a product – Source
- Waiting too long on a call – Source
- A rude customer service representative – Source
- Explaining an issue over and over to different employees – Source
- Not being able to reach a resolution for an issue – Source
- A loss of or inability to locate customer records or information – Source
- Being unable to understand a customer service representative – Source
- Being interrupted or cut off when trying to explain an issue – Source
How a customer might respond to bad customer service
When a customer perceives that your company isn’t providing great customer service, they might brush it off and hope for the best next time. They might decide not to shop at your business anymore. They might decide to post about it on social media, telling 20+ people that your business doesn’t provide good customer service.
The best way to avoid that is by consistently offering the best customer service possible.
Customer service needs to be a substantial part of employee training. Don’t rely on employees to intuitively know how to offer great customer service. Give guidelines and scripts to ensure a consistent experience every time. Stick to your guidelines and strategies and you’ll find that customers start responding positively to your changes. Remember: You catch more flies with honey than with vinegar.
Even if things go wrong during a customer service interaction at your company, if your representatives use the right listening skills and assistance techniques, the customer can leave feeling satisfied and ready to use your business again in the future.