While many businesses endeavor to make the experience delightful for customers by offering low price or frequent discounts, they still end up having customers who are unhappy and have complaints. What are the missing elements of customer service that lead to customers feeling frustrated? The reasons for frustration are many; having an unresponsive attitude, delayed service or inconsistent quality of products are the most widely complained issues. In order to save your customers from getting annoyed, focus on the essentials of providing a pleasant experience. To start off with, make yourself familiar with what leads to customers being disappointed and then develop a strategy to fix things accordingly. Here is a look at the prime reasons for customer frustration.
False Claims and Other Deceitful Tactics
Are you luring your customers with false promises or untruthful claims? Are you promoting your new product by deceitful tactics like a one year warranty when there isn’t any? Claims, promises and deceitful tricks might land you customers the first time but they are likely to damage your brand’s repute and consequently you will lose customers forever. A major factor for customer frustration or annoyance is dishonesty or not being transparent in your dealings. Claims such as “the most durable foam” or “the one week lasting battery” are used by brands for selling products but they end up creating a disappointing customer experience when reality is different from promises made.
Long Service Wait Time
Another common reason for customer annoyance is frustratingly long service wait time. Making customers wait for a service they are paying for is one of the worst business practices and is quite common. Whether customers are waiting for food to be served or there is a long queue for paying bills or the shipping time takes weeks, there will be stories of bad customer experience shared on social media. A business is likely to have many unhappy customers if it fails to value their time. Long and time taking processes to get an issue resolved or delayed service because of lack of resources ends up frustrating customers.
Rude and Robotic Behavior of Staff
Many customers complain of rude and robotic behavior of customer service staff who lack empathy. It can be extremely frustrating for a customer who walks into a store looking for a product and is attended by a CSR who is busy texting on the phone and makes him/her feel unwelcomed. Hiring people who are empathetic and have a positive attitude is essential for creating a loyal customer base. Customer service reps who are rude and inattentive to customer needs create an impression that a business doesn’t care and customers end up regretting their choice.
Unresponsive and Cold Attitude towards Resolving Complaints
Not paying attention to your customers’ issues is likely to result in a disappointing customer experience. When a customer is angry, having an unresponsive and cold attitude is likely to aggravate the situation further. Listen to your customers, empathize with them and find a solution instead of coming up with excuses. Not responding to your customers or not giving them a timeline for resolution will frustrate them and will lead to them spreading negative word about your business practices all over social media. Not being helpful will make them talk to their friends and family about the bad treatment they received from you.
Inconsistency in Quality of Products and Service
Not maintaining a certain consistent quality of products/service annoys customers. Whether it is a restaurant or a clothing brand, customers will complain if there is no consistency in the quality of product/service. Customers expect to get the same quality of products/service every time they buy from a business otherwise they will switch from a brand. Therefore, it is essential for companies to deliver the same quality of service to retain customers.
Poorly Trained CSRs Who Know Little or Nothing about Products/Policies
If a customer coming to your store or landing on your website is not receiving the appropriate information about your products and policies, he/she will get confused and frustrated. For instance, if a customer comes to an electronics store and asks about a product and a CSR gives incomplete information that confuses the customer and further makes it difficult for him/her to buy a product, he/she might never visit the store again. Businesses that put in no effort to properly train their CSRs regarding product features and policies are likely to have more annoyed and angry customers.