One of the primary reasons customers leave negative reviews and do not return to a brand is poor quality customer service. According to many consumers, getting in touch with a company is not always a pleasant experience, especially if it is a large corporation.
Do you want to retain your customers? Ensure you have good customer service. In this article, we discuss the six biggest annoyances for customers and what you can do to keep them happy with your service.
1. Extensive menus
The option menus a customer hears before speaking to someone are intended to streamline processes. However, most consumers find these menus too extensive and time-consuming. Unfortunately, these menus are often not well-aligned with the customer's needs, and they cannot make a choice that fits their issue well. Use all customer service data and information to determine why most customers call. You can structure your menu based on this to make it immediately clear for the customer which choice to make and connect them to the right person straight away.
2. Long waiting times
After a customer has navigated through a menu, they have to wait even longer to speak to a representative, often enduring irritating hold music. Then they reach someone who doesn’t immediately have the answers and are put on hold again. Annoying. One of the most important things for customers when it comes to customer service is speed. Thus, long waiting times definitely rank among the top frustrations for customers. Have you ever considered extending your customer service hours? For example, during evenings and/or weekends. This ensures that contact moments are spread out, allowing people to wait less. What are the peak times for your customer service? Generally, these are predictable, so you can ensure extra staff during these periods. If the customer still has to wait a long time, offer them the option to turn off the music!
3. Staff lacking expertise
Besides causing customers to wait longer because issues need resolving, unclear, inexpert, and incorrect information also leads to an unreliable image. It is then very challenging to restore trust in your company. Ensure your staff has the right product knowledge by providing regular product training and testing their expertise. Also, instead of putting people on hold quickly, involve them in the process when something needs to be looked up or resolved.
4. Frequent transfers
Every time a customer is transferred, their satisfaction with your customer service decreases. Customers want to be helped quickly and efficiently, and each time they are transferred, they often have to present their query or issue again. This is not what they’re looking for. If a transfer is necessary, ensure all customer service staff are aware of their colleagues' roles and knowledge and know who is available that day, so the customer talks to the right person immediately. What questions are most frequently asked in your customer service? Ensure your first-line customer service staff can already assist your customers with these, saving a transfer and keeping the customer happy!
5. Not calling back
The customer expects their issue to be resolved with one call. Unfortunately, they have to be called back. But not calling back is, of course, unacceptable. Such broken promises can cause significant harm to your company's image. Questions to consider: Are your staff aware of what can and cannot be promised? How are calls and action points recorded and documented? Who is responsible for following up calls?
6. Unfriendly staff
Customers want to be helped quickly and kindly. They want a solution to their problem and certainly do not want to be interrupted, treated rudely, or told something “cannot be done”. Even if the customer cannot receive the solution they desire, it is good to always seek the best possible solution while remaining helpful and friendly. Ensure your staff receive adequate communication training. You could start by adhering to the following formulas during a conversation:
LEARN – for general questions: Listen, Empathize, Apologize, Respond, Notify.
LAST – for complaint handling: Listen, Apologize, Solve, Thank.
Which of these do you recognise in your own organization? Avoid annoyances in your customer service by examining the above points. Are you curious about the possibilities of outsourcing your customer service? Contact us here or download the brochure below.
