Customers are the lifeline of every business. Therefore, it is important for an organization to develop and maintain good customer service practices.
In a 2011 survey by American Express, researchers found that 78 percent of customers terminated a transaction or didn’t push through with an intended purchase because of a bad customer service experience.
In itself, a transaction lost is a customer lost. But, it can get even more expensive. According to fan experience expert, Ruby Newell-Legner, it takes 12 positive customer service experiences just to make up for a single, unresolved, negative customer service issue.
Making up for a poor customer service is just one thing—if you can still gain back the trust of a dismayed customer. The cost of acquiring new customers and generating leads are additional expenses you risk facing due to bad customer service.
Regardless of company size and industry, every business must strive to give their patrons and newly acquired customers a good customer service experience. This is why companies must invest in a good complaints management training.
Here are the industries with the most customer service complaints, as well as tips on how companies can manage such issues.
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- In today’s fast-paced world, everyone needs to be connected. And the connection needs to be fast, efficient and affordable. In a highly connected world, mobile service and smartphone providers are at the forefront of industries with the most customer complaints.
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- Whether they are selling brand new or used cars, automobile dealers get customer complaints all the time. While many of the complaints stem from the customer’s oversight, the industry is riddled issues, some of which are illegal, that can be damaging even to the legitimate sellers.
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- People who spend on entertainment don’t want to deal with issues that cut into their fun time, especially when they are paying premium prices for them. Billing issues and poor reception quality are common customer complaints to satellite TV providers, but here are more that take the fun out of entertainment.
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- Going after a bad debt is the goal of collection agents, but there are some who go overboard in their ways of going after the money. Some even border on illegal tactics that many customers feel like they are being harassed. Here are the 10 of those issues.
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- People spend a lot of time sprucing up their homes. They spend time and money, even on deliveries but some arrive in damaged conditions, that is, if they arrive at all. Here are the top complaints to furniture retailers that rile up customers.
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- People rely on banks so much that they have become part of our daily lives. However, many issues go beyond just bad customer service and have huge impacts on people’s lives and livelihoods. Here are some of those.
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- In recent years, online shopping has become the new normal, and more and more people are buying online because of convenience and practicality. But, despite the perks, there are still many concerns surrounding these supposedly quick-and-easy ways to get what you need without leaving the comforts of your home.
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- Despite the prevalence of online shopping, many people still drive to department stores, browse through the aisles, and purchase items the old fashioned way. But, of course, this oldie but goodie still has a lot of negativity. Here are some of the complaints people make when shopping at department stores.
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- Many people think property managers are an unnecessary cost since they end up doing things themselves anyway. These complaints go beyond rude and unprofessional behavior, which leave many customers wondering if they really need to pay the extra charges yearly.
Steps in Managing Customers Complaints
The first thing you need to do is listen and listen well. In some cases, customer complaints can be resolved easily by listening to customers and understanding where they are coming from. The most important thing to remember at this point is not to get defensive.
The second step is to ask questions in a concerned manner. Keep in mind that the customers are most likely in a hostile mood and it won’t do well to take part in the conversation in a similar manner.
At this point, get as much information as you can to help you craft the best solution. Try to put yourself in the customers’ shoes and analyze the situation from their perspective.
The third step is to apologize for the poor experience and then offer a solution. It is important to apologize without blaming the customer even if it the issue is most likely their fault.
At the end of the day, this is where a good complaints management training comes into play. The ability to resolve issues quickly is one of the best ways to keep customers happy and loyal even when things go wrong.
