While no business can expect themselves to be perfect 100% of the time, it’s important to aim for customer satisfaction as much as possible. Studies show that one unhappy customer is much more likely to impact your business than a single happy one. When people feel that they’ve been cheated or mistreated by your company, they’re likely to tell their friends and family.
Now with the Internet, people are more capable of tarnishing your business’s reputation than ever. In order to avoid customers complaining, it’s important to know what the most common reasons usually are that drive them to complain. By knowing the most important things to avoid, you can hopefully steer clear of them. Take a look at some of the most common reasons why customers complain.
Long Waiting Times
When customers are required to wait longer than they feel is necessary, they are likely to complain. Regardless of the scenario, whether it’s the speed of your ATM processor or the wait time when they call your customer service number, nobody likes to have to wait too long.
To avoid long wait times, it’s important that you are adequately staffed. You should also make sure that you anticipate busy times before they happen so that you are able to handle them adequately.
There is nothing more frustrating for a customer than an employee who doesn’t have the right answer. It’s critical that your employees know everything about the service they are providing. It’s unacceptable to give the wrong information or make a mistake when dealing with customers.
Although minor mistakes can happen from time to time, a mistake due to negligence or ignorance of their job should not be tolerated. It’s understandable why a customer would complain about an uninformed employee.
The way that you make a loyal customer instead of a frustrated is by making sure that your services or products are priced fairly. Make sure that you are always looking at your competitors to see where your prices stand in comparison to others.
Nothing fires up a customer more than making them believe they’ve been cheated out of their hard-earned money. Pricing issues directly affect your customers’ livelihood, so the stakes are high.
The most important part of customer service is a friendly smile an greeting. Customers are likely to complain if they feel that they weren’t properly greeted when coming into your store.
Make sure that your customers are greeted with a warm smile and a simple hello. The same goes for when they call on the phone. Even though they may not be able to see your customer service representative, studies show that they can sense a smile.