At some point, a customer will complain. Dissatisfaction can occur for a wide variety of reasons; it could be the company’s fault or the customer’s misunderstanding, but all complaints need to be resolved in a satisfactory manner. Sometimes, the customer just wants to make sure that he or she is heard.
As a business owner, you must understand the importance of keeping your valued customers happy; after all, a happy customer usually means a repeat customer.
There are 5 kinds of issues to anticipate as a customer service or sales professional:
1.RUDE OR INDIFFERENT CUSTOMER SERVICE REPS
This is very common; Case in point: You call a company to place an order and the customer service representative on the other end of the line is acting like they cannot wait to finish the call or is downright rude. To prevent this from happening at your company, it’s crucial to understand how words can fuel the fire of a customer’s anger.
For example, saying “it’s not our fault” is never acceptable under any circumstance. Furthermore, if a customer calls your live support line to complain about why their package was not handled well by a delivery driver; instead of saying you cannot control the actions of each of your drivers, empathize with the customer, apologize for what has transpired, and offer to send them a replacement.
2. LONG WAIT TIMES
Dealing with seemingly endless wait times is another common customer complaint If you want to make customers’ overall brand experience a positive one, you have to avoid placing them on hold for upwards of 15 minutes or longer.
3. HANDLING THE PHONE FROM ONE PERSON TO THE NEXT
Customers just want straight answers and to feel like their complaints are being dealt with, rather than just passed off. Go the extra mile and it will go a long way to resolve any issues. Thus, customer care agent should be knowledgeable to answer all questions
4. NOT GETTING EXACT PRODUCT ORDERED FOR
Maybe the product does what the customer needs, but the customer just doesn’t know how the product works. Explain how to use the product. If the customer was mistaken, offer to let them return the product and exchange it for one more in line with what they need.
5. REVERT BACK ON TIME
If issues are particularly thorny and take time to solve, customers want to be kept up-to-date on what’s being done to resolve the issue at hand. Be sure to proactively stay in contact when new updates arise.
Remember, Happy Customers are Loyal Customers
Because consumers are the lifeblood of your business, it’s certainly worth knowing and understanding what typically frustrates them while interacting with them and what steps you can take to resolve or prevent these issues altogether.
At Afrimash, we have a set of a friendly, helpful and empathetic customer support team, along with maintaining policies that prevent long wait times, and that is why we’re certain to bring smiles to our customers’ faces and see them return again and again.