Do you struggle with customer complaints or simply want to be more prepared to handle them? What are the most common complaints among customers? When you are aware of these things and are educated on what to look for, it’s easier to have smart strategies in place to deal with them.
Sometimes your customer service isn’t about your services and products; sometimes it’s about your response to complaints. While you can’t please everybody and you can’t always avoid complaints, you can at least be prepared for how you are going to handle them when they come up.
Top Customer Complaints and How to Solve Them
Look at the most common customer complaints and the best ways to handle them so that if you run into a similar situation, you’ll be prepared next time for damage control.
“I’m not happy with the product.”
Sometimes customers want to complain about your product or service and feel unhappy with what they received in exchange for their hard-earned money. They feel that your product isn’t meeting their standards and that it’s simply not doing what they thought it would.
The first thing you should do is find out what his or her expectations were at the time of purchase to better understand what the problem is with their dissatisfaction. Perhaps your company told your customer something different than what is reality when it comes to your product or service’s function. Your company must set realistic expectations in order to please your customers, so be sure that none of your staff members are over-promising to get a sale.
In most cases, your best bet is to offer a refund right away before the problem gets out of hand. In other cases, your customer may simply need a better explanation of the product’s capabilities in case they were misinformed.
“Your competitor offered me a better deal.”
Do you ever hear a customer threaten to work with your competitor because he or she heard they can do something you are not offering? Sometimes it’s as simple as a discounted price, and in other cases it could be something small like throwing in a free gift that enhanced the purchase.
Make sure you aren’t losing customers over something small like this and instead, try to match your competitors. Your customers will appreciate that you didn’t make them go to your competitor to get what they wanted from you.
You don’t have to believe every customer, but if you find the request reasonable, make the decision based on good business sense and the possibility of gaining a loyal customer. It may be something that turns out to be a new standard for anyone that purchases that product or service in the future.
“I can’t seem to get anyone to help me.”
Sometimes your customers call in and end up getting transferred from person to person. They can’t get anyone to actually help them because the wrong staff member answered or each person was too swamped to stop and hear the inquiry. Make sure your staff members are all trained to handle any situation in order to make sure anyone that answers the phone can be of assistance.
Make sure your staff knows to help customers rather than to put them on hold. You could lose a customer easily by making them feel ignored on the phone. Next time your customer says they have been transferred too much, apologize personally and make sure you take care them right away.
“Your employee was rude to me.”
If your customer complains of a staff member acting rude, impatient, or nasty on the phone, it’s a serious situation. Your customer is angry and frustrated at being mistreated after considering spending their hard-earned money with your brand. Make sure your customer service staff isn’t tired and lacking patience by offering enough breaks, positive support, and rest. You may need to bring on more help and offer training. Your customers should be able to hear that a customer service rep is smiling on the other end.
“You didn’t keep your promise.”
If a customer complains that a promise wasn’t kept, such as a return call or a product didn’t deliver as promised, it’s a difficult situation to fix. Your customer is going to lose trust for your company which means you need to do whatever it takes to show your customer that this one-time incident was an isolated event.
Every complaint should be heard, even if you struggle to fix it immediately, and your staff needs to keep their word. Make sure you keep promises realistic and rectify this situation right away. If your staff has over-promised on a product’s performance, be sure to train better to make sure your staff is explaining the functionalist properly.
“I’ve been waiting forever and your company doesn’t care about me.”
Has your customer complained about being neglected? When a customer complains that your company doesn’t care about him or her, it’s time to get to the bottom of things. Sometimes customers feel that you simply want to see how much money you can make off of them, rather than only suggesting the most important products for their individual need.
In other cases, your customer struggles to get through on the phone, to schedule appointments, or to get one-on-one attention in your store. Some customers may feel that they’ve been waiting forever or that a staff member was of no assistance. In fact, the number one complaint is that customers feel that a staff member doesn’t seem to care, and you need to explain to your customer that you are going to do whatever it takes to make things right, especially by proving this through your actions.
When customers complain or you worry they might, you can make a plan of action ahead of time by looking through these common complaints and the best way to handle them. Being prepared will help you provide better customer service, which will lead to more loyalty, more sales and more profits.