Customer Complaints: 8 Common Complaints & How to Resolve Them

And over the years, customers’ expectations of how long a response should take have steadily increased. In fact, one study found that 31% of customers expect a response within an hour. One of the most common types of complaints are issues with your product or service.

• The customer not understanding the explanation of at least 3 goals is not beneficial to both parties; it is taking up the customer’s time.
• The ability to communicate clearly is a must for customer service reps. Your primary job is communicating with customers, often when they are upset.
• In most customer service interactions, a customer reaches out to a company to make a request, ask a question, or note a complaint.
• Customers also expect to be delighted with above-and-beyond service, which comes from personalization.
• Customer service representatives are the main line of contact between an organization and its customers, making CX a critical facet and the main priority of customer service teams.

And since bots don’t need to sleep or take lunch breaks, they can deliver fast support around the clock. Customer support is the team of people who provide help when customers have trouble with a company’s products or services. It’s ultimately about making sure customers are successful in solving whatever issues they came to your business to help solve.

steps for handling customer complaints

Some of the most well-known business success stories can be credited to great customer service — at least partly. As a business, you might think spending additional time on customer issues won’t have a meaningful payoff, but it will. It’s worth creating a team culture of dedication and extreme helpfulness.

It gives customers the ability to instantly clarify their doubts and concerns regarding your products and services, making their purchase decisions easier and quicker. Email is one of the easiest, low cost, and effective tools that brands can customer queries use for managing support queries. Queries received across other channels can further be routed back to your email to minimize confusion. That being said, nothing can replace the good-old personal touch when it comes to customer interactions.

Interactive Voice Response (IVR) customer service

To begin with, here’s a tabular presentation of everything the 11 types of customer service can and cannot do. In this article, we have curated a list of the different types of customer service, what they are and what they can and cannot do for you. For example, you don’t want your customer to think they’re getting 50% off when they’re getting 50% more product. Use authentically positive language, stay cheerful no matter what, and never end a conversation without confirming the customer is satisfied. To illustrate how the above steps may be put into practice, let’s take a look at an example of how to handle a customer complaint.

Just one medium is never enough; to cater to a large group of customer queries, the brand needs to be within reach of the medium the customer wants. HubSpot Academy’s Knowledge Base is chock-full of articles and videos that explain step-by-step processes for using HubSpot software. And for bigger-picture learning and training, HubSpot Academy provides free certifications and training to learn about the inbound methodology and specific verticals within the software.

Examples of Customer Query in a sentence

Such companies are perceived to be superior than their competitors in the industry, even if their products and services are similar in terms of quality and features. Gone are the days where merely meeting customers’ expectations was enough. The next thing that’s important is the size of your customer support team. Say, if you have a smaller team, it’s best to invest in more self-service options like chatbots, demo videos, live chat, etc.