Five Common Customer Complaint Mistakes

Written by Business magazine. Posted in Business process outsourcing, Customer sales and acquisition, Customer service outsourcing companies

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Most business owners would agree that customer service is one of the most important parts of their business success. Without exceptional customer service, it can be difficult to remain competitive in your industry. Yet, many businesses continue to make the same customer service mistakes over and over again. These are some of the most common customer service mistakes.

Becoming defensive instead of using it for business growth

Receiving negative feedback about a business that you put your time and motivation into can feel like a personal attack. However, looking at it this way can lead you to become defensive, which can turn a customer away. When a customer expresses their unhappiness with a business, they are giving you a chance to make it right. Try to avoid feelings of defensiveness and use customer criticism to make needed improvements to the business. If you find it difficult to remove emotion from customer complaints, consider using customer service outsourcing companies.

Ignoring customer complaints

Another incorrect method that businesses use is to simply ignore customer complaints. It might feel like you have already lost the customer so it is not important to waste valuable time handling their complaint. According to research by NewVoiceMedia, 69% of consumers said that after a positive customer experience, they would recommend the company to others. The same referral process works for negative complaints. If a customer is extremely angered by a business?s practices, they are likely to express their dislike with others. Ignoring a customer?s complaint can quickly increase their dissatisfaction with a company.

Using scripted answering services

Another common mistake is developing a scripted response to customer complaints. Requiring your employees to go off of this script alone can be a huge mistake. When customers experience problems with a business, they want a solution that is customized to their personal problem. Giving them a scripted response can feel impersonal and can easily escalate the problem. Avoid scripted responses by using customer service outsourcing companies that are trained specifically in handling customer complaints. Work with a customer service outsourcing company to ensure that your customers reach a live person with each and every phone call.

Not having sufficient staff to handle complaints or problems

There are also some businesses that have a good strategy for handling customer problems, but simply do not have enough staff available to do so in a timely manner. Approximately 44% of U.S. consumers have taken business elsewhere as a result of poor customer service. Of those, 42% were put off by rude or unhelpful staff, 32% were tired of speaking to multiple service agents, and 25% were tired of being kept on hold. You could have the best customer service agents, but still, lose a customer because you could not get to them quickly enough. Using customer service outsourcing companies can give you the additional staff you need during your busiest times.

Not properly training employees on company policy

It can also be especially frustrating for a customer to not be able to get a true answer. It is important that all company policies are standard across the business. If a customer hears one thing from one employee and another from another employee, this creates confusion and anger. According to the research by NewVoiceMedia, an estimated $41 billion is lost by U.S. companies each year due to bad customer experiences. When you outsource your customer service needs, you are guaranteeing that your customers reach a well trained employee at all times.

A single poor customer experience can significantly affect the success of your business. The customer is unlikely to return and they might express their dissatisfaction with their network. Business success is not in avoiding negative complaints, but in how you handle them. Avoid these common mistakes when it comes to angered customers and you can learn to grow from them. Using customer service outsourcing companies can improve response times, qualified responses, and give your customers the great customer service they require.

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