Customer Service Complaints: Reasons Why There Are Complaints

The following story is something that actually happened. A woman once called a major bank’s customer relations line to have her credit card billing problem resolved, and things did not go that well. After extended periods of being put on hold and being given some awkwardly scripted responses, she still could not get a simple answer to her query. At the back of her mind, this was one process she knew was supposed to be rather straightforward. In frustration, she told the administrator at the end of the line that she was a rather busy person and that all she wanted was a simple and direct answer rather than some scripted answers.

Much to her surprise, this was the response she received.

“I am sorry that you called when busy. We are open 24 hours a day” the administrator said, breaking almost all key tenets of customer service in those few words. It is without a doubt that the bank has spent millions of dollars implementing service policies and on training. But considering how inconsiderate and snide the bank’s customer service administrator remark was, the bank lost a client just like that.

There is just no way a business can alienate its way to success.
business can alienate
Successful business people and social scientists know that for any company or business to win over a loyal client base, it will have to do more than just sell its customers a service or product. At the same time, it has to ensure that it meets its customers’ most basic psychological needs and to build a lasting relationship. To do this, you need to deliver exceptional customer service experiences consistently. Often, it is not the original question or complaint that will cost a business the loyalty of its customers, but how it will handle the complaint.

Business experts agree to the fact that there are three ways a bad customer relations experience will undermine this relationship, or even cause it to end altogether. At the same time, they agree that three ways that a business can keep these customers on their side.

Respect The Customer’s Time

Chances are we have all been here, and it is very likely that we did not like it. Long hold times, cumbersome phone menus, trouble trying to reach the right person, and having to deal with representatives who eat up your time using scripted answers that do not even resolve your query or answer your question. All this adds up to one very disastrous recipe that will leave customers dissatisfied. Be it the supervisor we mentioned earlier understood it or not, every customer’s time is extremely valuable, and needs to be respected. No one wants to have to pass through so many hoops to give your money and business.

Respect Your Customer’s Dignity

Let’s look at the bank supervisor again. He is a very good example of Customer’s Dignityhow any business should not treat its customers. No one ever called any business hoping that they will be treated rudely. Nevertheless, many of us probably recall a time when that is exactly what took place. Despite it sounding obvious, experience reminds us that not everyone running a business fully understands the importance of treating every customer with dignity, respect, and providing them with helpful responses every time he or she interacts with them.

Respect Your Customer’s Intelligence

Let’s consider how the bank’s customer relations supervisor handled the situation and how he went wrong. With his condescension and sarcasm, he treated the customer the way he would a little child and spoke to her as though she needs to consider organizing her time much better for his own convenience, and not her own. Such an attitude will not go anywhere good or produce any positive results for the business. Customers expect to be treated and handled well and with respect at all times – after all, they are grownups.

Turning Honor and Respect into Daily Operating Procedures

While it is easy to say that customers need and expect that they – including their time, intelligence, and dignity – be handled with respect (according to psychology, nothing matters more to customers than customer service success), the question is, how do you make this operational? In reality, customer relation services employees are rather busy and under immense pressure. As such, they may, at times, lack the proper tools and training required to succeed. Operating Procedures

Fortunately, today’s businesses have access to both cutting edge tools and sophisticated training resources that are revolutionizing this field for each customer-focused industry.

Some of these include a range of unique customer experience management solutions by NICE, a company that offers advanced analytics tools that provide CSRs with real-time date and the knowledge they need to be ready and able to assist their customers every time they contact them.

Armed with such sophisticated tools as these, representatives now have a clearer picture of the customer experience, making it easier for them to anticipate issues and to resolve them much faster and proactively. Obviously, this is a win for customers; however, it also has some important benefits for the company and its employees. When representatives can fully and truly understand each customer and focus on which actions need to be taken to respond to the customer’s questions and queries, then it becomes easy for them to be more engaged and motivated as they provide their services.

The impact these tools provide does not end with just one interaction. They also can help build stronger relations by turning each interaction into a chance to learn more about the client, and to capture insights to improve the customer’s experience in the future.

Knowing a customer will certainly be good for any business. Over time, it will make it easy to build revenue, trust, and loyalty.

Not to over-emphasize the point, but if the wayward bank supervisor had such tools by his side (and some effective customer service training), he probably would’ve known better and known some more about his customer: she is a noted customer relations and services experts who is now telling this story at different corporate training workshops.