Annoyances Customer complaints

Top 5 annoyances customers complain about and the possible solutions to address it.

Every organisation desires to increase its customer base and never want to lose them at any cost. It is important to maintain good customer relations at all times. In research, it is found that, for any big organisations or consulting firm, 80% of their revenue comes from their previous customers. So if we lose them, it will affect the growth of the organisation.

There are some reasons why customers usually feel annoyed about every time. This article explains them in detail.

Top five annoyances customers of my industry complain about and the solutions Navitas Professional Services offers are the following:

Unlimited call transfers or holds:

This is one of the important reasons why customer feel annoys about. Keeping the customer on hold for a long time than usual and wasting the time of customer really is not good. If the business grows, we need to increase the customer service team so that the customers will be quickly served and their time is saved.

In addition to this, the customers should be provided designated contact numbers to their issues instead of transferring calls to another number.

The customer felt Un-welcome: 

One of the other main reasons for the annoyed customers is not showing welcome gestures like greetings or smile. When the customer arrives at the enquiry centre or near to the staff member, the staff should address them with a greeting and have a smiley face. Customers should not be waited for a long time to get attention from the staff. It is always a good idea to have at least two service desks. Just in case if the store is busy, they can use both and do service fast.

Responding to Customer complaints:

In order to increase customer satisfaction, every organisation should respond to customer complaints. In this modern age, customers may complain in any mode. It may be through Facebook, Twitter, Instagram or email. The organisation should respond to the complaint as soon as possible and ask for the details and resolve the issue.

Uninformed staff:

It is really unfortunate if the customers ask a question and the staff don't know the answer or don't know who should they address to. Every organisation should train its employees about their work and duties to be performed. Regular training sessions and meetings are to be conducted often. 

Empathy:

The staff and customer service agents should show empathy towards the customer. The staff should listen to customer complaints and show empathy. This is the best way to control an angry customer. Instead of saying the customer that it is not my issue or it is not under my control, the staff should listen to the problem and suggest an appropriate solution or address them to the designated person in the team. It is always a good idea to say sorry if there is anything wrong.