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Customer Service Case Studies: Real-Life Examples Of Service Scenarios.

Are you looking for real-life examples of customer service scenarios that can help you improve your own customer service skills? Look no further!

In this article, we will explore a series of case studies that highlight different aspects of effective customer service. These case studies will provide you with valuable insights into how to handle challenging situations, resolve issues, and create positive experiences for your customers.

Customer service plays a crucial role in the success of any business. It is not just about answering phone calls or responding to emails; it is about building relationships and exceeding customer expectations. By studying real-life examples, you can gain a deeper understanding of the importance of effective customer service and learn strategies to enhance your own skills.

In each case study, we will delve into different scenarios and examine how businesses successfully handled them. From resolving product quality issues to dealing with difficult customers, these case studies will showcase various approaches and solutions that you can apply in your own work.

Get ready to dive into these insightful stories that demonstrate the power of exceptional customer service!

Table of Contents

Key Takeaways

• Effective customer service is crucial for the success of a business.
• Empathy and proactive customer service are essential aspects of providing excellent customer service.
• Prompt resolution of product quality issues, with notification and compensation for affected customers, helps maintain customer satisfaction and loyalty.
• Handling difficult customers with a calm and empathetic approach, offering alternatives, and empowering them to make choices can build trust and loyalty.

The Importance of Effective Customer Service

You can’t underestimate the impact of great customer service – it’s like a warm cup of coffee on a chilly morning, instantly making you feel valued and appreciated.

In today’s competitive business landscape, providing effective customer service is more important than ever. Customers have numerous options at their fingertips, and one bad experience can send them running to your competitors. That’s why empathy plays a crucial role in customer service.

When customers feel understood and cared for, they’re more likely to become loyal advocates for your brand. Empathy is the ability to understand and share the feelings of others. In customer service, this means putting yourself in the shoes of your customers and genuinely listening to their concerns.

By showing empathy, you demonstrate that you value their emotions and are committed to finding a solution that meets their needs. This not only helps resolve issues effectively but also builds trust and strengthens the relationship with your customers.

Proactive customer service is another essential aspect of providing exceptional support. Instead of waiting for customers to come to you with problems or complaints, proactive customer service involves anticipating their needs and addressing any potential issues before they arise.

This approach shows that you’re dedicated to delivering an outstanding experience from start to finish. By taking the initiative, you can prevent problems from escalating and create positive interactions that leave a lasting impression on your customers.

The importance of effective customer service cannot be overstated. Empathy allows you to connect with your customers on a deeper level by understanding their emotions and concerns. Proactive customer service demonstrates your commitment to going above and beyond expectations by anticipating needs before they become problems.

By prioritizing these aspects in your approach to customer service, you can foster loyalty, build strong relationships with customers, and ultimately drive success for your business.

Case Study 1: Resolving a Product Quality Issue

Resolving a product quality issue can be challenging, but did you know that 86% of customers are more likely to repurchase from a company that resolves their complaint? When faced with a product quality issue, it’s important for companies to take immediate action and address the problem effectively.

One notable case study involves a product recall due to safety concerns. The company promptly notified customers about the recall through multiple channels such as email, social media, and website announcements. This proactive approach not only ensured customer safety but also demonstrated the company’s commitment to resolving the issue.

To further enhance customer satisfaction during this challenging time, the company offered compensation to affected customers. The compensation included a full refund for the recalled product as well as additional discounts on future purchases. By going above and beyond in compensating their customers, the company not only mitigated any potential negative feelings but also showed genuine concern for their customers’ wellbeing.

In addition to addressing individual complaints, the company took steps towards preventing similar issues in the future. They implemented stricter quality control measures throughout their production process and conducted thorough inspections before releasing any products into the market. This proactive approach reassured customers that their concerns were taken seriously and instilled confidence in the brand’s commitment to delivering high-quality products.

By resolving a product quality issue promptly and ensuring customer satisfaction through compensation and preventive measures, companies can not only retain existing customers but also build trust with new ones. It’s crucial for businesses to recognize that effective customer service goes beyond simply resolving complaints; it requires taking responsibility for failures, implementing meaningful solutions, and continuously improving processes to prevent similar issues from arising again in the future.

Case Study 2: Handling a Difficult Customer

Navigating through challenging interactions with clients can be a test of your company’s ability to handle difficult situations. Dealing with angry customers requires a delicate balance of empathy, patience, and problem-solving skills.

One real-life example of a company successfully managing a difficult situation involved an irate customer who had received a damaged product.

In this case, the customer contacted the company’s customer service department immediately after receiving the damaged product. The representative on the phone remained calm and empathetic throughout the conversation, acknowledging the customer’s frustration. They apologized sincerely for any inconvenience caused and assured the customer that they would resolve the issue promptly.

The representative then offered several options to address the problem, including sending a replacement or providing a refund. By presenting these alternatives, they empowered the customer to choose what solution best suited their needs. This approach helped defuse tension and created an atmosphere of collaboration rather than confrontation.

Ultimately, by effectively managing this difficult situation and prioritizing customer satisfaction, the company not only resolved the issue but also built trust and loyalty with their client base.

Case Study 3: Going Above and Beyond for a Customer

Exceeding expectations and leaving a lasting impression, one company went the extra mile to ensure a memorable experience for a dissatisfied client. The customer, let’s call her Sarah, had purchased a high-end laptop from this company but encountered numerous technical issues soon after receiving it. Frustrated with the product’s performance and the lack of support she received initially, Sarah reached out to the company’s customer service department for assistance.

To address Sarah’s concerns promptly, the customer service representative assigned to her case took immediate action. Recognizing that resolving her technical issues alone would not suffice in restoring Sarah’s trust and satisfaction, they decided to go above and beyond what was expected. The representative personally followed up with Sarah daily to provide updates on their progress in fixing her laptop. They also offered additional compensation for the inconvenience caused by sending her a complimentary accessory package.

In addition to their exceptional level of communication, this company created a personalized experience for Sarah through small gestures that left an indelible mark on her overall perception of their brand. One example was when they surprised her by upgrading her laptop’s warranty without any additional cost. This unexpected act not only demonstrated their commitment to providing quality products but also highlighted their dedication towards ensuring customer satisfaction.

By going above and beyond in addressing Sarah’s concerns and surpassing her expectations at every turn, this company exemplified outstanding customer service. Their proactive approach not only resolved technical issues efficiently but also left a lasting impression on Sarah concerning how much they valued her as a loyal customer. Through personalized attention, generous compensation, and unexpected upgrades, they not only ensured Sarah’s satisfaction but also fostered a long-term relationship based on trust and loyalty. This case study serves as a powerful reminder that going the extra mile can make all the difference in customer satisfaction and retention.

Case Study 4: Turning a Negative Review into a Positive Experience

If your business has ever received negative feedback, it’s important to know how to turn that experience into a positive one.

In this case study, we will explore how a business addressed a customer’s concerns and transformed their perception from negative to positive.

By taking the necessary steps and going above and beyond, the business not only resolved the issue but also improved their reputation in the process.

The negative feedback received by the business

Despite your best efforts, your business was bombarded with a barrage of scathing feedback that left you reeling. Customers expressed their dissatisfaction with the quality of your products and the poor customer service they received.

These negative reviews not only affected customer retention but also posed a threat to your brand reputation. The negative feedback highlighted areas where improvements were needed. It pointed out flaws in your product design, manufacturing processes, and communication channels.

While it may be disheartening to receive such criticism, it presents an opportunity for you to address these issues and enhance the overall customer experience. By acknowledging the shortcomings and taking immediate action to rectify them, you can regain customers’ trust and loyalty while rebuilding your brand’s reputation.

The steps taken to address the customer’s concerns

After receiving the negative feedback, we quickly took action to address the customer’s concerns and improve our products and services. We understand that addressing customer complaints is essential for maintaining a positive reputation and ensuring customer satisfaction.

Our first step was to reach out to the customer directly, expressing our apologies for any inconvenience caused and assuring them that their concerns were being taken seriously.

To resolve the customer’s issues, we implemented a thorough investigation into the matter. This involved examining the specific details of their complaint, evaluating our internal processes, and identifying any areas where improvements could be made. By conducting this analysis, we were able to pinpoint the root cause of the problem and develop an effective solution.

Once we identified areas for improvement, we promptly made necessary changes to prevent similar issues from occurring in the future. This included updating our training programs for staff members involved in customer service interactions and enhancing quality control measures throughout our production process. We also communicated these updates transparently with all relevant stakeholders to ensure everyone understood our commitment to resolving customer issues.

Addressing customer complaints is not just about solving individual problems; it is about continuously improving our overall products and services. By taking immediate action upon receiving negative feedback, we demonstrate our dedication to providing exceptional experiences for every customer.

We remain committed to resolving any issues promptly while striving to exceed expectations in delivering high-quality products and top-notch service.

The transformation of the customer’s perception and improved reputation

Now that the steps have been taken to address the customer’s concerns, let’s discuss the transformation of their perception and the improved reputation of your business.

By promptly addressing the customer’s issues and providing a satisfactory resolution, you’ve demonstrated your commitment to customer satisfaction. This level of responsiveness not only resolves the immediate problem but also leaves a lasting impression on the customer.

As a result, their perception of your brand is likely to improve significantly. They’ll appreciate your willingness to listen, understand, and take action to rectify any issues they may have faced. This positive experience can lead to increased brand loyalty as customers recognize that you value their feedback and are committed to delivering exceptional service.

To further enhance customer satisfaction and foster brand loyalty, consider implementing these strategies:

• Personalized follow-up: Reach out to customers after resolving their concerns with personalized messages or phone calls. This gesture shows that you genuinely care about their experience and want to ensure their ongoing satisfaction.
• Proactive communication: Keep customers informed about any changes or improvements related to the issue they encountered. Sharing updates showcases transparency and builds trust in your ability to continuously improve.
• Loyalty rewards program: Offer incentives or exclusive benefits for loyal customers who continue choosing your brand despite any initial challenges they may have faced. Rewarding their loyalty encourages repeat business and strengthens long-term relationships.

By investing in improving customer satisfaction and building brand loyalty, you can create a positive reputation for your business while fostering long-term success in an increasingly competitive market.

Frequently Asked Questions

What are the key elements of effective customer service.

Effective customer service requires several key elements.

One interesting statistic is that 86% of customers are willing to pay more for a better customer experience. This highlights the importance of providing exceptional service.

Effective communication plays a crucial role in customer service as it allows you to understand the needs and concerns of your customers, while also conveying information clearly and concisely.

Empathy and understanding are equally important, as they enable you to connect with customers on an emotional level, showing them that their satisfaction is your top priority.

By incorporating these elements into your customer service approach, you can create positive experiences that leave a lasting impression on your customers.

How can companies measure the success of their customer service efforts?

To measure the success of your customer service efforts, you can utilize various customer satisfaction metrics and conduct thorough customer feedback analysis.

Customer satisfaction metrics, such as Net Promoter Score (NPS) or Customer Effort Score (CES), provide valuable insights into how satisfied your customers are with the service they received. These metrics allow you to quantify customer sentiment and identify areas for improvement.

Additionally, analyzing customer feedback through surveys or social media monitoring enables you to understand specific pain points and address them proactively.

By consistently measuring these indicators and taking action based on the results, you can continuously enhance your customer service performance and ensure a positive experience for your customers.

What are some common challenges faced by customer service representatives?

Handling difficult customers and managing high call volumes can be incredibly challenging for customer service representatives. Dealing with irate customers can feel like trying to calm a hurricane with a feather, as their frustrations can reach astronomical levels. It requires an extraordinary level of patience and empathy to navigate through their anger and find a resolution that satisfies both parties.

Additionally, managing high call volumes can feel like juggling flaming swords while walking on a tightrope. The constant influx of calls puts immense pressure on representatives to provide quick and efficient assistance without compromising the quality of service.

However, despite these Herculean tasks, customer service representatives rise above the challenges by employing exceptional communication skills, problem-solving abilities, and an unwavering commitment to customer satisfaction.

How can companies improve their customer service skills and knowledge?

To improve their customer service skills and knowledge, companies should invest in comprehensive training programs that provide employees with the necessary tools and techniques to handle different scenarios. These programs can include modules on effective communication, problem-solving, and empathy to ensure that representatives are equipped to handle any customer interactions.

Additionally, implementing feedback systems that allow customers to provide their input and suggestions can also be beneficial. This feedback can help identify areas for improvement and enable companies to make necessary adjustments in their processes or training programs.

By prioritizing ongoing training initiatives and actively seeking customer feedback, companies can continually enhance their customer service skills and knowledge, leading to improved overall customer satisfaction levels.

What are some best practices for handling customer complaints and resolving issues?

When it comes to handling customer complaints and resolving issues, think of yourself as a skilled navigator guiding a ship through stormy waters. Customer feedback is like the wind, sometimes gentle and other times fierce, but always pushing you towards improvement.

Conflict resolution is your compass, helping you find the right path to address concerns and turn unhappy customers into satisfied ones. Actively listen to their grievances, empathize with their frustrations, and offer swift solutions that demonstrate your commitment to their satisfaction.

By taking ownership of the problem and going above and beyond to resolve it, you can transform a dissatisfied customer into a loyal advocate for your brand.

In conclusion, effective customer service is crucial for businesses to thrive in today’s competitive market. As demonstrated by the case studies discussed, handling product quality issues, difficult customers, and negative reviews with empathy and proactive solutions can turn potentially negative experiences into positive ones.

One interesting statistic that highlights the impact of great customer service is that 86% of consumers are willing to pay more for a better customer experience (Source: PwC). This statistic evokes an emotional response as it emphasizes the value customers place on exceptional service. By investing in providing top-notch customer service, businesses not only create loyal customers but also have the potential to increase their revenue.

To ensure success in customer service scenarios, it is essential for businesses to empower their employees with proper training and resources. By equipping them with problem-solving skills, effective communication techniques, and a genuine desire to help customers, companies can build strong relationships and foster trust. Additionally, embracing technology solutions such as AI-powered chatbots or self-service options can streamline processes and provide faster resolutions.

In summary, delivering exceptional customer service requires a proactive approach that focuses on resolving issues promptly while exceeding expectations. By prioritizing the needs of customers and going above and beyond to provide personalized solutions, businesses can create memorable experiences that result in increased customer satisfaction and loyalty. Remember, investing in superior customer service is not just about satisfying your current customers; it’s about attracting new ones who’re willing to pay more for an outstanding experience.

The eSoft Editorial Team, a blend of experienced professionals, leaders, and academics, specializes in soft skills, leadership, management, and personal and professional development. Committed to delivering thoroughly researched, high-quality, and reliable content, they abide by strict editorial guidelines ensuring accuracy and currency. Each article crafted is not merely informative but serves as a catalyst for growth, empowering individuals and organizations. As enablers, their trusted insights shape the leaders and organizations of tomorrow.

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Handling Difficult Customers – Real-Life Case Studies and Examples of Angry Customer Situations

Introduction to handling difficult customers.

When it comes to customer service, handling difficult customers is an inevitable part of the job. Understanding the importance of effective customer service and being prepared to deal with different types of challenging customers is crucial for any business. Real-life case studies provide valuable insights into how businesses and customer service representatives navigate these situations, offering practical examples for handling angry customer situations.

Case Study 1: Dealing with an Aggressive Customer

One of the most challenging types of difficult customers is the aggressive one. In a recent incident at our store, a customer became irate when a product they purchased didn’t meet their expectations. They began shouting and threatening our staff members.

To diffuse the situation, our employees remained calm and listened attentively to the customer’s complaints. By acknowledging the customer’s frustration and empathizing with their concerns, we were able to de-escalate the situation. We offered a full refund and provided alternative product options that might better suit their needs.

As a result, the customer eventually calmed down and appreciated our willingness to resolve the issue. This experience taught us the importance of remaining calm in the face of aggression, actively listening to the customer, and seeking a mutually beneficial solution.

Case Study 2: Resolving a Product Quality Complaint

Product quality complaints are another common source of customer dissatisfaction. In this case, a customer purchased a gadget that malfunctioned shortly after using it. Frustrated with the defect, the customer contacted our customer service department seeking a resolution.

To address the issue, our customer service representative apologized for the inconvenience caused and promptly arranged for the faulty product to be replaced. They also offered additional compensation as a token of goodwill. By demonstrating a quick response, taking responsibility for the defective gadget, and offering a satisfactory resolution, we were able to turn the customer’s negative experience into a positive one.

Case Study 3: Managing Unrealistic Customer Expectations

Sometimes, customers may have unrealistic expectations that can be difficult to manage. In this scenario, a customer visited our salon expecting their hair color to match a picture they had found online. However, their desired color was unachievable due to their hair’s natural condition and existing color.

Our hairstylist took the time to explain why the desired shade was not possible but offered alternative options to help the customer achieve a similar look. By managing the customer’s expectations through transparent and informative communication, we were able to find a compromise that satisfied both parties. This experience reinforced the importance of setting realistic expectations while ensuring open and honest communication.

Case Study 4: Rebuilding Trust after a Service Failure

Service failures can significantly impact relationships with customers. In this case, a customer received a damaged item after ordering from our online store. Understandably, they were frustrated and disappointed with their purchase experience.

Our customer service team immediately took responsibility for the issue by apologizing and offering a replacement product at no additional cost. Additionally, we implemented measures to prevent similar incidents from occurring again. By going above and beyond to rectify the situation and implementing preventive measures, we were able to rebuild the customer’s trust and retain their loyalty.

Conclusion: Key Lessons and Strategies for Handling Difficult Customers

Throughout these case studies, several key lessons and strategies for handling difficult customers emerge. Firstly, remaining calm and composed when faced with aggression is essential. Actively listening to the customer’s concerns and empathizing with their frustrations allows for a more productive conversation and a greater chance of resolution. Secondly, prompt response and taking ownership of the problem are vital to resolving issues satisfactorily. Finally, communication is the cornerstone of effective customer service. Setting realistic expectations, explaining limitations, and offering alternatives help manage customers’ expectations and maintain satisfaction.

Handling difficult customers can be a challenging task, but by learning from real-life case studies, businesses and customer service representatives can enhance their skills in resolving conflicts and turning negative experiences into positive ones. By prioritizing effective communication, empathy, and quick response times, businesses can cultivate strong customer relationships and foster customer loyalty.

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The Case of the Complaining Customer

• Dan Finkelman
• Tony Goland

In an effort to improve service, Presto Cleaner installed a new computer system, designed to cut the customers’ waiting time and simplify the drop-off and pickup processes. But the system was only a few months old when Mr. J.W. Sewickley, the company president, received an angry letter from Mr. George Shelton, whose laundry had been […]

In an effort to improve service, Presto Cleaner installed a new computer system, designed to cut the customers’ waiting time and simplify the drop-off and pickup processes. But the system was only a few months old when Mr. J.W. Sewickley, the company president, received an angry letter from Mr. George Shelton, whose laundry had been lost by the new system. Mr. Shelton’s letter described his experience with Presto Cleaner’s complaint-handling operations and demanded compensation and an apology. To respond to the complaint, Mr. Sewickley sent the letter to his customer complaint office, asking for more information. The answer came back from Paul Hoffner. He explained that there were extenuating circumstances and suggested that some customers may not be worth keeping. Is the customer always right? Where should a company draw the line on compensation and service? What is the best way to handle cases of complaining customers? • • •

• DF Dan Finkelman is a principal in the Cleveland office of McKinsey & Company and leader of the firm’s worldwide customer satisfaction and service practice.
• TG Tony Goland is a senior engagement manager in the Cleveland office.

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Common Customer Complaints: 8 Examples and Solutions

At the end of the day, businesses exist for one reason: to serve their customers. Without them, they simply wouldn’t have a business at all. And if businesses don’t serve their customers well, chances are the customers will take their business elsewhere. 

Since no product or service is perfect, it makes complete sense that customers will have some complaints from time to time. Though there will inevitably be some one-off requests that require research to resolve, many are fairly routine. 

In this article, we’ll explore the three types of customer complaints, look at examples of common requests, and offer suggestions on how to resolve them, including some example responses you can use for your own support needs.

3 types of customer complaints 

Though there are a variety of issues a customer may have, realistically there are a few distinct buckets that a majority of requests fit into: 

Time-based complaints. 

Company-based complaints. 

Product/service-based complaints. 

Time based 

We all know that time is valuable. It’s the one thing we can’t make more of or get back once it’s gone. Time-based complaints are essentially complaints based around something not happening in the timeframe the customer expects. The best way to handle these types of complaints is by being as specific about times and processes as you can possibly be. 

Most people reaching out with a time-based complaint are looking to be heard as well as reassured. Offering concrete timelines and steps can help on the reassurance front. Owning delays can also go a long way in letting the customer know you hear and empathize with them. 

Company based

Company-based complaints are complaints that are about how your business operates or about direct interactions with your company. For example, this type of complaint could be someone reaching out after having a less-than-stellar interaction with someone on your team. It could also be a complaint about a company policy. 

In these cases, it’s good to acknowledge the issue. If it’s a personnel issue, then you can assure them about following up or you can escalate to a manager. If it’s a policy issue, you could do your best to offer some more insight into why a certain policy is in place. 

Product/service based

The biggest bucket of complaints you’ll get are ones tied directly to your products and services. These requests could be about things like a product lacking a certain function, feature or service requests, bug reports, and other things in that realm. 

With these types of complaints, it’s good to offer solutions or workarounds when available. You could even point them in the direction of another provider if it’s simply something you don’t offer, which can help build credibility with the customer. 

It’s good to track these types of complaints as they can provide great insight into potential future areas of investment for your company. For example, with Help Scout you’re able to create tags to identify different issues, and then you can review analytics to see how commonly that tag shows up, which could show how popular a certain request is.

Recommended Reading

How To Be Heard By Your Product Team

5 Steps Support Teams Can Take To Get Product Bugs Fixed

Best practices for responding to customer complaints .

Although all customer complaints are different and should be handled on an individual basis, there are a few best practices to keep in mind no matter what type of complaint comes your way. 

Acknowledge the issue

So much of the time people simply want to be heard and validated. By acknowledging the issue, you’re showing the customer you care and that you take their request seriously. There’s a saying that goes, “Anytime you argue with a customer you lose.” Even if you’re not at fault, a simple acknowledgement can go a long way to keeping you in someone’s good graces. 

Lead with honesty 

Sometimes it’s tempting to bend the truth or be a bit vague to avoid upsetting someone further. No one likes to deliver bad news, but sugarcoating often doesn’t do much for you in the long run. Be upfront with customers about what you can and can’t do. Otherwise you run the risk of misleading someone or needlessly dragging out an interaction, both of which can leave a bad taste in a customer’s mouth. 

Offer a solution 

You won’t always be able to do exactly what someone wants, but it’s very rare you’re not able to do anything at all for them. Instead of getting bogged down by what you can’t do, do your best to find what you can. Even if it’s not perfect, it shows initiative and a willingness to help.

For more best practices, check out our Step-By-Step Guide: How to Handle Customer Complaints .

8 customer complaint examples (and how to respond) 

Below we cover eight common customer complaints and offer some example emails on how you could respond. These are written to be a bit on the general side of things, but with a little editing they should be useful for most teams. 

1. Product issues 

One of the most common types of complaints are issues with your product or service. Generally these complaints have to do with a product not functioning as expected, or perhaps something was damaged during shipping. 

The best way to respond to these requests is to let the customer know exactly how you’re going to remedy the issue and the steps involved in doing so. If you can offer timelines, that’s always a nice touch, but be sure you can meet them if that’s what you commit to. 

Here’s how that might look in an email response for a broken item: 

Hi <customer name>, 

Thanks for the message and I’m sorry to hear about the trouble. We do our best to pack products carefully, but sometimes things happen in transit. I’m happy to get you a replacement — you’ll just need to ship the original item back to us.  I’ve attached a prepaid shipping label to this message. 

In the meantime, I’ve already put a request in for a replacement. It should ship within the next <x> days. Assuming normal shipping times, it should get to you no later than <x> day. You have <x> amount of time to ship the original item back. In the case the original item isn’t returned, we will charge you for the replacement. 

Again, my apologies for the trouble, and if you have any other questions or concerns, please don’t hesitate to let me know.

All the best, 

<agent name>

2. Long wait times to get a response 

Waiting to get a response about an issue is usually a very frustrating experience for customers. 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 . 

Tools like Help Scout’s saved replies can help agents respond to routine requests quickly. Automation tools like workflows also help speed up responses by automatically sorting and assigning requests to the right teams and agents. Autoresponders can also be powerful tools to direct requesters to self-service tools like a knowledge base or an FAQ page to help them resolve their issue on their own.

That message could look something like this:

Thanks so much for the message. Our team strives to respond to every email request within <x amount of time> during the week, but we have limited availability on the weekend. If you need assistance sooner, you’re welcome to contact us at <list other contact options if available>. You can also check out our knowledge base or our FAQ page <here>. 

We’ll be in touch soon. 

3. Incomplete or lacking support resources 

Customers today are more than willing to try to help themselves. Around 70% of people will actually try to find an answer on their own before contacting support, and not being able to find the answer they’re looking for can be really frustrating. 

In these cases it’s important to route the customer to the needed resource if it exists. If not, you could create a quick guide using screenshots or a screen recording tool like Loom . Those can be very impactful interactions and also could be a good way to start building a support library. At the least, it’s important you let them know the different ways they can contact you if they need support in the future. 

Here’s how this type of message might read:

I’m happy to help with <x issue>. While we don’t currently have documentation for <x issue>, I’ve created a quick guide for you to follow: 

<put guide resource here>

If you have any further questions, you can contact me directly through this message thread at any time. We also have <x channels> where you can get in touch if you need us in the future. 

Sorry you struggled to find what you’re looking for! Here’s a link to <documentation for their issue>. It’s a great guide to help with the specific issue you’re facing. If anything in the guide is unclear, or you have any further questions, please let me know. 

4. Having to repeat information

Being bounced around and having to retell an issue multiple times is a bad experience. Period. It’s why 72% of people say having to repeat their issue to multiple people is poor customer service .

The remedy in this scenario is to make sure it doesn’t happen in the first place. It’s common for help desks to have some sort of internal notes capability. For example, with Help Scout, agents can quickly create conversation summaries with AI summarize as well as add notes to a conversation so anyone taking over the case in the future has more context. 

If you’re taking over a case for someone else, it’s always good to let the customer know you’re aware of what the issue is. You can even ask for confirmation before getting into the details of a resolution to ensure you’re delivering all the most relevant information. 

If you’re doing it right, it might look like this:

Hi <name>, 

My name is <agent name> and I’ll be handling your request moving forward. I see you’ve had trouble with <insert brief summary of their issue>. I just want to confirm that’s correct so we can move toward a resolution as quickly as possible.

Looking forward to your response, 

5. Difficulty connecting with a live agent 

Even though people do want access to self-service tools like a knowledge base and an FAQ page, they also still want access to live agents when struggling with an issue. Sometimes customers have to jump through hoops and endless IVR phone menus to get to a live person, which creates a less-than-ideal customer experience and often leads to customer complaints.

When you receive these types of complaints, it’s important you empathize with the customer and acknowledge their frustration. If there is a live channel available, let them know how to access it and what the associated hours are (for example, maybe you’re only staffed 9 a.m-5 p.m. Monday through Friday CST). 

Some modern teams shy away from traditional live support options like phone support, but many help desks offer live chat solutions, which aren’t as resource intensive. Research found that millennials actually prefer chat support over any other form of support, so it could be a very worthwhile investment. 

If you get one of these complaints, here’s how you might respond:

Thank you for the message. I’m sorry getting in touch with us was a frustrating experience for you and I completely understand wanting to get a problem solved ASAP. We do offer live support through <insert channel> on <x days> and during <x hours>. For any issues outside those hours, <x channel> is usually the best option to get a response quickly. 

Again, my apologies for the frustration, and if there’s anything else I can help with, please let me know. 

Sincerely, 

6. Bad agent experience 

Though it’s certainly almost never intentional, sometimes customers don’t have great experiences with a support agent. Most of the time it comes down to some sort of miscommunication. But, as the saying goes, “perception is reality.” 

When you get one of these types of complaints, it’s important you let the customer know you’re taking it seriously. Acknowledge their message and offer reassurance that it won’t happen in the future. You should also review these cases to see if there’s a learning opportunity for the agent. Last, it’s probably best if someone other than the original agent responds. 

You might respond to a complaint about an agent interaction like this:

We sincerely appreciate your feedback and apologize that the interaction didn’t go as hoped. We take pride in offering great service and take it seriously when we don’t meet expectations. We will be reviewing the interaction as a team so that we can learn from it and provide better service to our customers in the future.

While I have you here, I also wanted to check in with you to ensure that your original issue has been fully addressed. If there’s anything I can do to help set things right, please don’t hesitate to let me know.

<manager name> 

7. Feature/product request 

It’s common for customers to ask for new features or products. If you get these, you should take it as a great sign. When customers make these types of requests, it shows they’re invested in your company and engaged with what you’re doing, so it’s good to show gratitude. 

For these responses, it’s good to acknowledge the idea. If it’s something you’re working on and can talk about, share it with them. If not, you can let them know you’ll pass the message along. Also, if there’s a workaround that would help them accomplish what the feature they’re requesting does, share it as it could be a big win. 

Some help desks also offer the ability to integrate with certain software that make tracking feature requests even easier. For example, Help Scout has a Jira integration that allows you to create feature requests or link to existing ones all without leaving the message. 

A response for a feature request might go like this:

That’s a great idea! It’s not something we’re working on currently, but I’ll be sure to pass it along to the team. In the meantime, there is actually a workaround that could let you do something similar. 

<insert workaround>. 

If there’s anything else I can help with, please let me know. 

8. Out of stock item 

It’s a total bummer when you’re excited about a product only to find out that it’s out of stock. In these cases it’s pretty normal for customers to reach out and inquire about when something might be back in stock. 

For these types of requests, it’s best to give any information that you can. For example, if you know when a restock will happen, tell them. If it’s something that won’t be back, it’s good to share that information. Also, if you have a waitlist, offer to add them to it. No matter the case, be sure to err on the side of caution. If you promise something will be back and it doesn’t happen, you’ll only compound the issue. 

These responses tend to be pretty simple, but it might go something like this:

You have great taste 🙂 Unfortunately, at the moment that item is out of stock. We don’t have a specific timeline on when that item will be back, but we are collecting a waitlist and I’m happy to add you to it and you’ll be notified when it’s available. 

Also, I know it’s not exactly the same, but <other item> is also a great product and could help fulfill your needs. You can learn more about it here <link to item>. 

Moving forward 

Customer complaints are a reality for every business. How you handle those requests can directly affect the viability of your business. Be thoughtful and solution-oriented, and you’ll be on the right path.

If you want even more pointers on how to handle particularly difficult customers, check out our related article, How to Deal with Difficult Customers .

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Jesse short.

After spending a few years working as a support agent, Jesse made the switch to writing full-time. He is a Help Scout alum, where he worked to help improve the agent and customer experience.

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8 Examples of Customer Complaints and Resolutions for Retail Business Owners

June 19, 2024

Every business deals with unhappy customers from time to time. Of course, it’s important to minimize poor customer experiences. In a previous blog, we discussed how to respond to customer complaints and the value of turning a negative experience into a positive one. So today, let’s examine some common examples of customer complaints and resolutions for business owners dealing with them.

Complaint #1: The Checkout Process Is Too Long or Tedious

Long lines can be a major pain, especially if your customers aren’t anticipating the extra time. Studies show that most shoppers will abandon the store if the wait time is longer than 5 minutes. Customers might not directly complain about a line, but you will usually be able to tell if someone is dissatisfied with the checkout process.

How to Fix It: There are a lot of ways to cut down your average line time :

• Get more POS terminals to open up new lanes.
• Add several tablet points of sale so that employees can open up a new terminal quickly.
• Train your staff to ring up and check out smoothly.
• Look at new POS systems that can process sales at a faster rate, especially if you have many daily transactions. A difference of 5-10 seconds can make a huge difference.

If the complaint is that your online checkout process is too tedious, find a way to make the process easier and more intuitive. Watch out for excess abandoned carts – this can mean your checkout process is annoying.

Complaint #2: You Should Offer Alternative Payment Options

Many retailers are now offering several different payment options for their shoppers. EMV chip cards , mobile payments through PayPal, Apple, or Android, and contactless tap-to-pay are all becoming more and more popular. And some customers expect to have all options. If you don’t accept these types of payments you might hear the complaint that your store isn’t convenient enough. It’s not as simple as accepting just cash or card these days.

How to Fix It : This one is pretty simple: start accepting alternative forms of payment. Speak with your point of sale provider to get any necessary devices. If the software doesn’t integrate, consider looking for a new POS solution. Speak with your credit card processor , too, to make sure that any new forms of payment can be processed and distributed.

Complaint #3: Your Return Process Is Difficult

One of the most common customer complaints for brick and mortar retailers is that the return process is difficult or limited. Perhaps a product cannot be returned, or you require a receipt upon return, or the return is only good for store credit, etc. There are many variations of complaints on the return process. No matter the reason, take these complaints seriously. They can easily lose you customers.

How to Fix It: Improve your retail return process by favoring the customer. Even if you lose a sale, keeping a customer’s experience positive will bring them back later. Most stores don’t need to require a receipt anymore, especially if the payment was made on a card. It’s easy to retrieve a prior sale through your POS system if the customer has the card with which they made the purchase. Make your return policy clear and easy to understand.

Complaint #4: Prices Are Too High

Pricing in retail is notoriously tricky. Margins are typically low, so being even slightly off with your pricing can lead to major issues. And with more competition than ever, your shoppers expect fair pricing. So most retail owners will hear a complaint about their pricing at one point or another.

How to Fix It: First, identify the issue. If you have room to lower your prices while still making enough of a margin on the item, then just lower the prices. If you notice that customers are complaining that online prices are cheaper, you may have an issue with showrooming .

If this is the case, try to match prices when possible. If you are unable to price match, look for ways to improve the customer experience that can help justify the higher price. If your shoppers aren’t looking elsewhere for the product, but still complaining about prices, revisit your store pricing strategy . Consider adding special discounts, promotions, or loyalty benefits to keep your shoppers happy.

Complaint #5: You’re Out of a Product or Don’t Carry a Certain Item

Running out of a certain product now and then happens to all retailers, but if you’re consistently 86’d of multiple items, your customers will start to notice. Remember, there are virtually no products that someone can’t go to a competitor for. And if you make it too difficult to come by, people will shop elsewhere. Likewise, you may just not carry certain products that your shoppers expect you to have. Listen for repeat questions or complaints and make changes when you notice a clear trend.

How to Fix It: For the latter, the solution is simple: order any appropriate additional products that customers are demanding. The former problem can be a bit trickier. In this case, you’ll need to improve your inventory management. Make sure that your POS inventory system is making this easy for you. Auto-ordering, inventory level alerts, and vendor management features all make it far less likely that you’ll find yourself out of a product.

Complaint #6: An Item Was Not As Advertised or Poor Quality

This typically applies more to eCommerce retailers than brick and mortar shops. There are many complaints about products not being quite as advertised. And oftentimes, the complaints are fair. That doesn’t mean you’re doing something wrong, but it does mean that you should make some changes.

How to Fix It: Check out your product images and descriptions online. Make sure that you offer as much relevant information as possible. Encourage product reviews so that your shoppers can get a good idea of your product from other purchasers. Don’t exaggerate the effectiveness or durability or performance of a certain item. Be honest with descriptions and promises.

Complaint #7: The Customer Service Is Poor

There’s a lot that goes into great customer service, and a lot that a customer might complain about. Perhaps an employee was unpleasant in dealing with a question or unknowledgeable about a certain item. The most common complaints surrounding customer service are over an attitude or irritated demeanor from an associate.

How to Fix It: One bad interaction with an unpleasant employee can mean a customer will never return. Even worse, they’re likely to tell their friends about the experience. Others will leave a poor review online, meaning that the negative experience reaches even more people. So it’s critical to react quickly to minimize the damage.

If you’re in the store, speak directly with the customer and let them explain the issue and how the situation might have been better. If not, find a way to reach out to them after the fact. Apologize, offer a gift or discount, and promise that they will have a better experience the next time around.

Do you have trouble getting your POS customer service on the phone?

KORONA POS offers 24/7 phone, chat, and email support. Call us now at 833.200.0213 to see for yourself.

Complaint #8: Customer Support Is Slow

Keeping up with customer support and a steady stream of questions and concerns can be a monumental task. It gets harder when your business takes off and you’re busier, too. And many great businesses hear complaints that their support or customer service contact is too slow or too hard to reach. So don’t be discouraged if you hear the complaint , just focus on finding ways to improve the problem.

How to Fix It: Consider adding more people to your support team. Support jobs are difficult and take a lot of training so take your time finding someone who wants to stay long-term and grow in your company. You might also look at creating new avenues for your support. Add different channels of communication such as text, email, or chat.

We all want to speak to someone on the phone when we have an issue, but it is the most labor-intensive on a business’s end of things. Finally, add manuals or FAQ sections to your website to encourage your customers to troubleshoot issues before contacting support teams. To find out more details on what your support system is lacking, add a short optional survey at the end of support calls or chats.

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Handling Customer Complaints: A Case Study Analysis

Added on   2023-05-28

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Shawn Graham

Small business marketing blog (412) 228-0504, [case study] handling customer complaints on social media.

Customer complaints on social media are totally unavoidable. It’s how you handle them that makes all the difference.

When done right, you can quickly resolve the situation and win over a happy customer. When done wrong, you can quickly find yourself in a heated argument for all of your social media followers to see.

What’s the best way to respond to frustrated customers on social media? Let’s take a look.    

Monitor your social media mentions

You can’t just assume complaints are going to come during normal business hours. Here, a customer tweeted ModCloth at 10:30pm. That doesn't mean you have to respond around the clock, but it does mean you always have to be listening.

Whether you encourage customers to share customer service concerns via social media or not, you’ve always got to pay attention to what people are saying about your business online .

I know things can get hectic, but you want to make sure you check your social media chatter at least once daily (ideally multiple times throughout the day).

Read More > In the age of social media no response is not an option

To make sure you don’t miss anything, you can use resources such as mention for real-time social media alerts so you can react quickly.

You can also set up push notifications for each of your profiles so you receive an email notification once someone engages with you via social media. Although those can get annoying fast if you get a lot of traffic.

Respond Quickly

72% of consumers expect brands to respond to complaints posted on Twitter within an hour , that according to a study by Lithium.

Even though ModCloth got the initial tweet late at night, they still responded right around 10:00 am the next morning. 

Read More > Using social media to break into your local market

Regardless of whether you think that’s unrealistic or not, more and more customers are expecting businesses to respond to complaints on social media fast .

Move the Conversation Offline

The single biggest mistake small businesses make when trying to handle customer complaints via social media is not taking the conversation offline .  No matter how great your customer service is, you don’t want to run the risk of things spiraling out of control.

Here, ModCloth encouraged the customer to reach out via LiveChat online chat software .

If you don’t have the bandwidth to offer something similar, you can point them to a contact form, ask them to direct message you via social media, etc.

Close the conversation loop

In this case, luckily the customer wasn’t all that upset. He was able to get better shipping for less money. As he put it, he was “All smiles."

What I love about this example is that ModCloth still responded one more time to close the loop…

Looking for more case studies on handling customer complaints on social media?

Here's an example of what can go wrong when you don't take the conversation offline . 

By: Shawn Graham

[Image: Flickr user findyoursearch ]

Leave a comment

Thanks for the comment. How have you been able to resolve some of the customer complaints online? It would be great to learn more about what you're experiencing. Especially with gen Y and Z.

In some or most cases, the customers want the solution "right here, right now". So, ask them to be offline is not an option, even though they are real customers. Ps. our customers are gen Y or Z.

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13 Common Customer Complaints With Examples and Solutions

• by Mandy Oswold
• Updated April 8, 2024

Table of Content

To address common customer complaints effectively, consider solutions like improving queue management for long wait times and boosting quality control processes for poor product quality. Train your staff thoroughly to provide helpful customer service and simplify return processes. Guarantee product descriptions are accurate and streamline website navigation. Clarify pricing policies, provide detailed invoices, and offer support for billing inquiries. Maintain open communication, handle complaints empathetically, and follow up for resolution. Foster a positive tone, document complaints for improvement, and empower your team for issue resolution. These steps can improve customer satisfaction and loyalty.

Simple Guide: 8 Common Customer Complaints with Examples and Solutions

When addressing common customer complaints like long wait times, poor product quality, unhelpful customer service, complicated return processes, and misleading product descriptions, it’s important to have effective solutions ready.

Handling these issues promptly and efficiently can greatly improve customer satisfaction and loyalty.

1. Long Wait Times

When addressing long wait times, consider implementing more efficient queue management systems. Expanding your customer service teams can also be beneficial. Leveraging AI for initial screening and faster routing is another effective solution.

These strategies can help reduce customer frustration and dissatisfaction caused by extended hold times. They enhance overall customer satisfaction and loyalty. By proactively managing call volumes and streamlining operations, you can effectively address complaints about long wait times and improve the customer service experience.

Top Solutions

Addressing long wait times for customer service calls is vital in maintaining high customer satisfaction levels and retention rates. To alleviate this issue, consider implementing call center software to improve operational efficiency.

Hiring more representatives, apologizing for wait times, and aiming for first-call resolution are key strategies to reduce hold times effectively. Automation plays an important role in streamlining call center operations, ultimately enhancing the customer experience.

– Implement More Efficient Queue Management Systems

To enhance customer satisfaction and service efficiency, consider implementing more effective queue management systems to address long hold times effectively.

Vital queue management systems are essential in reducing average time on hold (ATH) and improving customer experience.

Utilize call center software to streamline operations and minimize customer complaints about long wait times.

Automation is paramount to improving service speed and overall customer satisfaction.

– Expand Customer Service Teams

Expand your customer service teams to effectively address long wait times experienced by customers, ensuring timely assistance and improved satisfaction levels. By boosting the number of representatives available, you can reduce hold times and handle customer queries promptly.

This improvement in service capacity will lead to a smoother customer experience, showing customers that you value their time and are dedicated to meeting their needs efficiently in the call center.

– Leverage AI for Initial Screening and Faster Routing

Boost your customer service efficiency by leveraging AI for initial screening and faster routing, particularly in addressing common complaints like long wait times.

• AI technology streamlines complaint analysis and categorization.
• Faster routing guarantees timely resolution of urgent issues.
• Implementing AI reduces customer wait times, enhancing satisfaction.

2. Poor Product Quality

When facing poor product quality complaints, it is essential to consider key solutions:

• Improve quality control processes to prevent future issues.
• Offer easy returns and exchanges to reassure dissatisfied customers.
• Gather feedback continuously to improve your products.

To effectively address poor product quality complaints from customers, providing clear product education is key to reducing misunderstandings and enhancing satisfaction levels.

Top Solutions:

• Educate Customers: Offer detailed product usage guidance.
• Tailor Solutions: Understand customer needs for better quality.
• Prevent Customer Loss: Address broken products promptly with educational support.

– Enhance Quality Control Processes

Improve your company’s quality control processes to effectively address common customer complaints related to poor product quality.

Enhancing product testing and implementing rigorous quality control measures can help prevent issues like receiving damaged goods or products not meeting expectations.

– Offer Easy Returns and Exchanges

Addressing poor product quality complaints effectively can be achieved through the implementation of easy returns and exchanges.

Benefits of Offering Easy Returns and Exchanges:

• Improves customer satisfaction.
• Builds customer loyalty.
• Demonstrates commitment to excellent customer service.

– Gather Feedback for Continuous Improvement

When gathering feedback for continuous improvement regarding poor product quality, focus on understanding specific customer issues to drive targeted solutions.

Analyze customer complaints about product quality to improve quality control measures.

Use feedback to guide product development processes and maintain customer satisfaction.

Continuous feedback on product quality is essential for identifying areas of improvement and fostering customer loyalty.

3. Unhelpful Customer Service

When addressing unhelpful customer service, remember to:

• Provide thorough training to staff.
• Monitor interactions for quality.
• Encourage empathy and solution-oriented communication.

By equipping your team with the necessary skills and mindset, you can improve customer satisfaction and loyalty.

Monitoring and improving service quality are key steps towards addressing common complaints effectively.

Improving customer satisfaction hinges on rectifying unhelpful customer service through empathy training and problem-solving strategies.

• Train customer service representatives in empathy and problem-solving skills.
• Implement a feedback loop to monitor and improve customer interactions.
• Provide clear communication channels for customers to voice concerns effectively.

– Provide Comprehensive Training to Staff

To improve customer satisfaction and address unhelpful customer service, implementing thorough training for staff is crucial for enriching customer interactions. Training should focus on active listening, problem-solving skills, and empathy to effectively address customer complaints. Providing ongoing support guarantees staff can handle various customer issues professionally, leading to increased satisfaction and loyalty. Invest in staff training for better customer service experiences and long-term customer retention.

– Monitor Customer Service Interactions for Quality

Monitor the quality of customer service interactions regularly to guarantee high standards are consistently met and customer satisfaction is maintained.

Key Points:

• Implement customer feedback systems.
• Train staff in effective communication skills.
• Monitor interactions for empathy and problem-solving.

– Encourage Empathy and Solution- Oriented Communication

To ensure consistently high customer satisfaction levels, it’s vital to instill empathy and solution-oriented communication within all customer service interactions, especially when addressing complaints about unhelpful service.

Demonstrating empathy towards customer complaints can help in understanding their frustration. By actively listening and working towards finding solutions, you can swiftly improve their experience and prevent further dissatisfaction.

Training service representatives in empathy and problem-solving enriches customer interactions.

4. Complicated Return Processes

When addressing complicated return processes, remember to simplify the return procedure on all platforms. Offer prepaid return shipping and provide clear instructions and immediate confirmations.

These solutions can streamline the return experience for customers, leading to increased satisfaction and loyalty to your brand. By implementing these steps, you can effectively address common complaints related to return processes and improve the overall shopping experience for your customers.

Simplify return processes to prioritize customer satisfaction and create positive experiences that boost loyalty and trust in your brand.

• Guarantee clear return policies without receipt requirements.
• Streamline return procedures for customer convenience.
• Implement user-friendly return methods and guidelines.

– Simplify the Return Procedure on All Platforms

Having clear return policies and prioritizing customer convenience can greatly reduce frustrations and boost loyalty, especially when simplifying the return procedure on all platforms. Streamlining return processes and ensuring clear policies improve the overall customer experience.

– Offer Prepaid Return Shipping

To improve customer satisfaction and streamline the return process, consider offering prepaid return shipping as a convenient solution.

• Provide prepaid return labels to reduce customer effort.
• Simplifying return shipping improves customer experience.
• Easy return processes, like prepaid shipping, lead to positive reviews.

– Provide Clear Instructions and Immediate Confirmations

When dealing with complicated return processes, clarity in instructions and immediate confirmations are key to enhancing customer satisfaction and trust in your company’s procedures.

Clear instructions on initiating returns and confirming receipt of requests can streamline the process and reassure customers.

5. Misleading Product Descriptions

When handling misleading product descriptions, it’s vital to guarantee accuracy in all marketing materials.

Utilize customer feedback to refine product listings and offer guarantees or warranties to strengthen trust.

Make sure that your product descriptions are clear and accurate to prevent customer dissatisfaction and complaints.

• Guarantee descriptions match products.
• Provide detailed information for informed decisions.
• Address discrepancies promptly for trust and loyalty.

– Ensure Accuracy in All Marketing Materials

To guarantee accuracy in all marketing materials, consistently provide clear and truthful product descriptions to prevent customer dissatisfaction and complaints.

Misleading product descriptions can lead to customer complaints due to inaccurate information. Maintain transparency in marketing materials by offering accurate and detailed descriptions that match the actual product.

Building trust with customers through honest product representations can improve satisfaction levels and reduce misunderstandings.

– Use Customer Feedback to Refine Product Listings

Analyzing customer feedback is key to refining product listings and ensuring accuracy in descriptions to prevent misleading information that can lead to complaints.

Ways to Refine Product Listings:

• Review customer feedback for inaccuracies.
• Identify patterns in complaints about product descriptions.
• Utilize complaints to improve product listings and maintain accuracy.

– Offer Guarantees or Warranties to Build Trust

By incorporating guarantees or warranties into your product offerings, you can establish trust with customers and provide assurance of quality and reliability. Guarantees offer peace of mind against defects, while warranties show commitment to customer satisfaction.

Address customer complaints about misleading product descriptions by clarifying guarantee and warranty details. Clear information in product descriptions helps manage expectations and prevent misunderstandings, enhancing overall satisfaction.

6. Difficulty Navigating the Website

When addressing difficulty moving around a website, consider implementing user-friendly design principles, offering live chat support for immediate assistance, and conducting usability testing to identify friction points.

These strategies can improve user experience by simplifying movement, providing real-time assistance, and pinpointing areas for improvement.

To improve user experience and address the common complaint of difficulty finding their way around the website, prioritize implementing clear navigation menus and intuitive design elements.

• Improve Navigation Menus : Enhance website usability.
• Intuitive Design Elements : Simplify user interactions.
• Optimize Website Speed : Prevent frustration during navigation.

– Implement User- Friendly Design Principles

User-friendly design principles are crucial for reducing customer complaints about difficulty moving through websites, guaranteeing excellent user experience. Implementing responsive design and intuitive layouts can boost user satisfaction.

Utilize consistent design elements and clear navigation menus for effortless navigation. Ensure top-notch viewing on various devices by incorporating responsive design.

Use easy-to-read fonts and color schemes to prevent user confusion and promote seamless browsing.

– Offer Live Chat Support for Immediate Assistance

Consider implementing live chat support on your website to provide immediate assistance and boost customer satisfaction.

• Engage customers instantly with live chat support.
• Reduce customer frustration by offering real-time assistance.
• Increase conversions by 3 times through immediate interaction.

Live chat support is essential for addressing customer needs promptly and enhancing their overall experience on your website.

– Conduct Usability Testing to Identify Friction Points

Engage customers effectively by conducting usability testing to pinpoint and resolve friction points that may lead to complaints about browsing your website. Usability testing helps identify website navigation issues causing frustration and hindering user experience. Common complaints include confusing menus or broken links. Solutions involve simplifying menus, enhancing search functionality, and fixing broken links.

7. Unexpected Charges

When facing unexpected charges, it’s important to handle the situation promptly and effectively.

Provide clear pricing details upfront, send detailed invoices before payment, and offer customer support for any billing inquiries.

To address unexpected charges effectively and improve customer satisfaction, it’s crucial to prioritize clear communication about pricing and fees.

• Implement clear pricing policies upfront.
• Provide detailed billing statements.
• Offer refunds or credits for unexpected charges.

– Provide Transparent Pricing Information Upfront

Start by clearly presenting pricing information upfront to prevent unexpected charges and improve customer satisfaction. Providing transparent pricing information with clear breakdowns of costs and fees helps customers understand the total pricing. Transparency in pricing builds trust and prevents misunderstandings that can lead to dissatisfaction.

Hidden charges or unclear pricing structures often result in customer frustration and complaints. Clearly outlining all costs and fees at the beginning of the transaction process is essential for customer satisfaction.

– Send Detailed Invoices Prior to Payment

Sending detailed invoices before payment ensures customers have a clear understanding of the charges they’re incurring, promoting transparency and trust in the billing process.

• Avoid Customer Complaints:
• Provide detailed breakdowns of charges.
• Enable customers to review and verify charges.
• Improve transparency and reduce billing disputes.

Implementing detailed invoices can prevent misunderstandings, build customer confidence, and foster a positive payment experience.

– Offer Customer Support to Address Billing Inquiries

When customers encounter unexpected charges, offering timely and efficient customer support is essential in resolving billing inquiries and ensuring their satisfaction. Address billing complaints by providing clear explanations for charges, offering refunds for errors, and updating billing systems.

Resolving these inquiries promptly can improve customer satisfaction and loyalty. Proactive communication about billing policies and charges can also help prevent future complaints.

8. Lack of Communication

When addressing the lack of communication in customer complaints, consider implementing top solutions.

Establish regular update channels to keep customers informed, utilize multiple platforms for notifications, and personalize communication to elevate relevance.

Improving your communication strategies can lead to enhanced customer satisfaction and loyalty.

In addressing the issue of lack of communication in customer interactions, implementing clear and transparent communication practices is crucial to resolving complaints effectively.

• Train customer service reps: Equip them with effective communication strategies.
• Handle Customer feedback promptly: Respond quickly and efficiently to address concerns.
• Establish communication protocols: Guarantee regular updates and information sharing to prevent misunderstandings.

– Establish Regular Update Channels

To effectively address the issue of lack of communication in customer interactions, establishing regular update channels is essential for keeping customers informed and enhancing their satisfaction. Regular update channels help reduce customer complaints about communication gaps.

Providing timely updates on order status, service changes, or product availability can prevent frustration and dissatisfaction. Utilize email notifications, SMS alerts, or app notifications to address communication gaps effectively and build trust with customers.

– Use Multiple Platforms for Notifications

Utilize various platforms for notifications to improve communication with customers and mitigate dissatisfaction stemming from lack of timely updates.

• Implement automated notifications to keep customers informed.
• Utilize SMS, email, and app alerts for real-time updates.
• Provide consistent and accurate information across all communication channels to optimize customer experience and satisfaction levels.

– Personalize Communication to Enhance Relevance

Work towards improving customer satisfaction by personalizing communication to address the common complaint of lack of effective communication. Tailoring your messages to suit individual preferences and needs improves relevance and engagement.

How to Handle &amp; Avoid Customer Complaints: 10 Tips

When handling and avoiding customer complaints, it’s essential to:

• Listen actively and empathetically.
• Acknowledge the issue promptly.
• Apologize sincerely.

Identifying the root cause and offering a fair solution are key steps in effectively managing complaints. By following these 10 tips, you can navigate customer concerns with care and efficiency.

1. Listen Actively and Empathetically

To effectively handle and prevent customer complaints, mastering the art of active listening and empathetic responses is paramount.

Tips for Listening Actively and Empathetically:

• Focus on the customer’s words, tone, and emotions.
• Show understanding and care for the customer’s situation.
• Use non-verbal cues like nodding and maintaining eye contact.

2. Acknowledge the Issue Promptly

Acknowledging customer complaints promptly is essential in demonstrating the value and seriousness you place on their concerns. By promptly acknowledging customer complaints, you show your commitment to customer satisfaction.

Addressing issues swiftly can prevent negative outcomes and foster loyalty. Timely acknowledgment of complaints signifies a dedication to providing excellent customer service and resolving issues efficiently.

Prioritizing prompt responses can lead to improved customer experiences and positive outcomes.

3. Apologize Sincerely

In promptly acknowledging customer complaints, you demonstrate a commitment to resolving issues efficiently and fostering loyalty.

Tips for Apologizing Sincerely:

• Show Empathy: Acknowledge the customer’s feelings.
• Take Responsibility: Apologize for any mistakes made.
• Offer Solutions: Provide ways to rectify the situation.

Apologizing sincerely can defuse dissatisfaction, prevent escalation, and build trust with customers.

4. Identify the Root Cause

Identifying the root cause of customer complaints is essential for effectively resolving issues and enhancing customer satisfaction. By recognizing patterns in complaints, you can address underlying issues and prevent future dissatisfaction. Analyzing feedback provides valuable insights for improvement.

Proactively tackling root causes shows dedication to customer happiness. Implementing changes based on analysis can lead to better experiences and increased loyalty.

5. Offer a Fair Solution

To effectively handle and prevent customer complaints, offering a fair solution is key in fostering loyalty and trust in your brand.

Tips for Offering Fair Solutions:

• Fair resolutions boost customer retention.
• Positive word-of-mouth can result from fair solutions.
• Strengthen customer loyalty and trust through fair resolutions.

6. Follow Up to Ensure Resolution

Establishing clear follow-up procedures is crucial for guaranteeing customer satisfaction and resolving complaints effectively. Utilizing a ticketing system can streamline the resolution process and boost customer trust and loyalty. Implementing a systematic approach to follow-up communication helps manage post-complaint experiences efficiently. Integrating the ticketing system with CRM software allows for efficient case management and tracking of customer interactions.

7. Learn from the Complaint

To improve your customer service approach, glean valuable insights from customer complaints to refine your products and services effectively.

• Identify Patterns : Look for recurring themes in complaints.
• Analyze Feedback : Understand the root causes behind complaints.
• Implement Changes : Use complaints to optimize customer experiences.

8. Empower Your Team to Resolve Issues

Empower your team by providing them with the necessary tools and training to effectively handle and prevent customer complaints. Training can increase satisfaction rates by 10-30%, structured processes reduce resolution time by 40%, clear guidelines decrease escalations by 50%, and empowered decision-making boosts resolution rates by 15-20%.

Ongoing support and training also boost morale and reduce turnover by 25%. Prioritize team empowerment for efficient issue resolution.

9. Maintain a Positive Tone

To improve customer satisfaction and effectively handle and prevent complaints, maintaining a positive tone in your interactions is essential.

Tips for Maintaining a Positive Tone:

• Approach problems with a calm mindset.
• Demonstrate genuine care and understanding.
• Swallow pride to show willingness to improve.

A positive attitude can lead to better resolution of customer complaints, fostering loyalty and satisfaction through empathy and understanding.

10. Document and Analyze Complaints for Improvement

Analyzing customer complaints is an essential step in identifying patterns and implementing improvements for products or services. Documenting complaints allows for tracking and monitoring issues for resolution.

Understanding the root causes of complaints is pivotal for effective solutions. Analyzing complaint data can lead to process improvements and better customer experiences.

Regularly reviewing complaints helps proactively address recurring issues for improved customer satisfaction.

Frequently Asked Questions

What is an example of a customer complaint.

When a customer expresses dissatisfaction with your service or product, it’s important to address their concerns promptly and effectively. By listening actively, apologizing sincerely, and resolving issues swiftly, you can improve customer satisfaction and loyalty.

What Are 3 Examples of Specific Problems That Might Cause Consumers to Complain?

When your purchases falter, frustrations loom. Quality quibbles, tardy deliveries, or service slip-ups may prompt your ire. Seek swift solutions to these woes, for customer contentment hinges on your swift redressal of grievances.

How Do You Resolve Customer Complaints Examples?

When resolving customer complaints, listen attentively, process feedback, and act promptly. Thank customers for their input, apologize sincerely, and offer solutions. Customize responses, acknowledge feedback, and follow up to improve customer relations. Effective communication and empathy are key.

What Are Some Examples of Problems That Customer Might Have?

When customers face issues like delivery delays or poor product quality, they may voice concerns about billing errors or subpar customer service. Return policies and website navigation difficulties can also lead to frustrations.

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8 types of customer complaints and their resolutions

16 min read

Last edited:   Aug 12, 2024

Let’s face it – customer complaints are inevitable, they are not situations businesses look forward to; however, they are unique opportunities for product improvement, business growth, and customer loyalty .

Here’s how customer complaints contribute –

• Identify areas for improvement
• Capture systematic issues
• Give opportunities to retain customers
• Provide data for decision-making
• Showcase commitment to customer success

Handling a customer complaint is like debugging a piece of code – your problem-solving skills can either lead to a seamless UX or a frustrating crash – so how you handle the complaint makes all the difference.

Therefore, companies heavily rely on technology to provide value and deliver excellent customer experience . However, with great technology comes great responsibility.

To help resolve and make the best of your customer complaints, we are covering the dynamics of customer complaints, how to deal with customer complaints, types of complaints, and a few common examples with their solutions.

Manage complaints like a pro!

Turn customer insights into product enhancements seamlessly

What are customer complaints?

Customer complaints are queries or negative feedback from dissatisfied customers about a company’s product or service. These complaints can take two primary forms –

Permanent and personal : In this category, customers tend to harbor long-term dissatisfaction because of recurring problems or overall company experience. They may express their dissatisfaction on public platforms such as social media, community forums, or communities, often seeking resolutions and explanations.

Temporary and external : In this scenario, customers encounter issues that are typically short-lived or external to the company's operations. They are more inclined to reach out directly to the customer support team through customer feedback forms , phone calls, messages, or emails, with the expectation of prompt resolution or first-call resolution.

Ultimately, the impact of complaints is strong and has a direct impact on your business success.

As per research published in a Forbes article , consistent negative feedback on a common complaint has a significant impact on sales and brand reputation, with 85% stating that their purchasing decisions are influenced by poor reviews.

Businesses can understand the nature of customer complaints and tailor their responses to address customer concerns and maintain satisfaction effectively.

Why do customers complain?

Customer complaints refer to negative feedback from dissatisfied customers, expressed in two forms: explicit complaints, where issues are directly stated through channels like calls or emails, and implicit complaints, indicated by actions like reduced product usage or negative reviews. Both types need careful attention to improve satisfaction.

Product or service issues

The most common reason is encountering problems with the product or service they've purchased. They can involve defects, malfunctions, or performance issues.

Did you know? 33.1% of consumers agree to give a company a second go if they witness that the company made a sincere effort to resolve the issue, as per a survey published in a Forbes article .

Therefore, customer complaints should not be taken as liabilities but as opportunities to reduce customer churn. You can take a customer-centered development and ticket-fixing approach. Give your tech team complete visibility of the issue through smart customer service software so that they can improve and build a product your customer truly loves .

Expectations mismatch

Customers expect optimum results from the offerings. And when their expectations are not met, they raise queries/voice problems with the product and provide feedback. It can be caused by misleading communication from the company, such as overpromising, or misunderstanding on the customer’s side, such as misinterpreting the product's intended use or capabilities.

At times, companies overpromise during sales and marketing campaigns as well as meetings. Therefore, set realistic expectations from the beginning to ensure long-lasting trust and satisfaction.

Customer service problems

Poor customer service experiences, such as long wait times, inability to resolve customer issues, rude or unhelpful staff, or overall experience provided by the company, can lead to complaints.

The customer service team can invest in a comprehensive CRM such as DevRev to address your customer complaints effectively. You can build a knowledge base using internal and external sources, streamline customer support, and solve your product queries in an efficient manner.

Billing or pricing concerns

Customers may complain about incorrect billing, unexpected charges, or disputes over pricing. Some common causes can be discrepancies in charges, communication, or transparency .

General dissatisfaction

Customers sometimes express dissatisfaction without specifying a reason. Sometimes, they don’t have a specific reason. Customers simply may have high expectations, causing disappointment when products or services don't meet perceived quality or performance levels.

How to handle customer complaints?

Handling customer complaints smartly, promptly, and effectively translates into improved customer satisfaction and enhanced customer loyalty. Here are the six steps to successful and smooth customer complaint resolution for the customer service team to always be prepared.

One: Ask the right questions

You must understand the problem first in order to resolve it efficiently. And that is possible by asking the right questions. Many customers often struggle to articulate their issues comprehensively.

Create a standard questionnaire for your product. You can customize them under common customer complaints, such as a new feature function. Practice active listening and ask follow-up questions to gather useful information.

You can structure your questions in the following manner:

• What specific issue are you experiencing?
• When did this problem first occur?
• Are there any error messages or codes you're encountering?
• Have you recently made any changes to your setup?
• Is this a recurring problem, or is it the first time you've faced it?
• Which device or browser are you using?
• Can you replicate the issue, and if so, how?

Here’s how you can get more information with customer details.

Two: Understand and evaluate the problem

Gather relevant information and evaluate whether it is an issue of one customer or similar issues that have occurred with other customers before. Prepare a list of common complaints and prioritize them. If it’s a potential problem that requires system improvement, involve the development team. You can take a customer-centric approach to resolve the complaint, ensuring that it benefits not only the complaining customer but also other current and future users.

You can use customer service software such as DevRev that enables support teams to cluster similar tickets by identifying patterns with the help of AI. The smart cluster helps in prioritizing pressing issues, allocating them to relevant product owners or agents, and overall enhancing the product for a better user experience.

Further, you can also track features and enhancements of your product in the roadmap for better efficiency and success.

Three: Understand the customer

Different people react and communicate differently even though the situations are similar. Therefore, understand your customers, their requirements, and complaints, and manage them accordingly.

Different customers respond differently to similar situations and interactions. Here are a few common types of customers and how to manage them.

Expressive and helpful customer : Engaging with customers who are both expressive and eager to assist in resolving customer issues can be a positive experience. Here’s how you can deal with them:

• They are likely to provide you with comprehensive information about their issues, making it easier for you to understand the problem.
• Listen attentively to their detailed feedback, acknowledge their input, and demonstrate that you value their effort in assisting with issue resolution
• Collaborate with them by discussing the best solution and involving them in decision-making when appropriate.
• Express gratitude and let them know that their effort is instrumental in improving the overall customer experience.

Angry or dissatisfied customer: Dealing with an angry or upset customer requires an empathetic approach . Their emotions may run high, and they might even contemplate taking their business elsewhere, leading you to lose their business potentially. When they send a service request, you can do the following:

• Stay calm and carefully listen, making them feel heard.
• Acknowledge their dissatisfaction, and communicate that your aim is to resolve the issue swiftly.
• Aim for first-call resolutions and offer clear and reassuring guidance on how you intend to resolve their problem.
• Prioritize their concerns and offer additional support. Address the problem with a sense of urgency to transform their negative experience into a positive one.

Frequent complainer: Customers who frequently raise concerns might be signaling recurring issues. Investigate these complaints carefully to identify and address root problems.

• Pay attention to recurring themes in their complaints, and systemic issues that may require extensive solutions.
• Find the root cause, evaluate your product or service from their perspective, and look for opportunities to enhance it.
• Reach out to frequent complainers proactively, demonstrating your commitment to addressing their concerns.

Premium customers : They are often your most valuable clients, so offer support promptly when they voice their concerns.

• Recognize their status as premium customers and treat them with a high level of personalized care.
• Premium customers expect expedited service. Respond to their complaints swiftly, showing that their concerns are a top priority.
• Go above and beyond to exceed their expectations, and offer additional benefits or solutions to reinforce their trust and loyalty.

Four: Resolve the problem

Provide a solution promptly, ensuring clarity about the next steps. Verify if the problem is resolved, and, if possible, walk the customer through the resolution process. For instance, if a product feature isn't working, explain the steps required and conduct a live demonstration during the call. Confirm that the issue is resolved to the customer's satisfaction.

Further, customer service agents can provide step-by-step guidance and relevant self-assistance material and even conduct quick training to ensure the problem is resolved and your customer is able to utilize your product at its maximum potential.

You can integrate an AI-powered chat function for instant resolution of common issues. Learn how you can transform customer support with generative AI .

Five: Follow up with your customer

A follow-up demonstrates your commitment to customer satisfaction. Reach out to ensure the solution meets their expectations and address any lingering concerns promptly. This step not only shows that you care about their experience but also provides an opportunity to gather valuable feedback for continuous improvement, fostering a positive and lasting relationship.

Six: Keep a record of the complaint

Saving customer complaints as records serves as a goldmine of information. The customer service reps can later analyze service requests, take a data-driven decision-making approach, spot trends, identify recurring issues, and address larger systemic problems.

These records also help improve services, product quality, and operational efficiency. You can maintain a comprehensive log of complaints, demonstrating your dedication to enhancing the overall customer experience and ensuring that customer feedback drives positive change within your organization.

8 Examples of common customer complaints and their resolutions

Example one: slow feature response.

Complaint: Users encounter frustration due to slow software responses and loading times, impacting their productivity.

Resolution : Your customer may be facing the challenge due to different reasons including product or service issues or understanding of your customer. If the product feature is functioning on the platform, inform the customer and find out when and how they experience lag. If the feature is malfunctioning, get your development and QA teams to fix the problem. In the meantime, assist the customer in discovering alternative methods to maintain productivity. In the case of a user error, identify the issue and provide guidance to prevent recurrence.

Example two: Inadequate customer support and inconvenient service hours

Complaint: Users are frustrated because of long wait times and unresponsive helpdesk teams, causing delays in issue resolution.

Resolution: Establish clear response time expectations and procedures for escalating urgent issues in your customer service ecosystem. Offer multiple communication channels such as live chat, email, and phone support to cater to different customer preferences so that you can serve multiple customers efficiently without having them queued to talk to a human agent.

You can offer 24/7 support for common queries via a knowledge base and prioritize support tickets as per the urgency. Also, you can use an AI-native platform such as DevRev to auto-assign the ticket to relevant professionals for fast and seamless management.

Here’s one more way to automate common query resolution using AI-based chatbots , learn more about the benefits of chatbots .

Example three: Information repetition required (by customer service teams)

Complaint: Multiple users frequently ask for similar information, and the customer service team is required to repeat the same information each time, causing inefficiency and inconvenience

Resolution: Acknowledge the recurring issue faced by both users and the customer service team, and express your commitment to addressing it. Create user-friendly documentation, guides and FAQs that comprehensively explain the problem, and make these resources easily accessible on your platform or website. You can also provide real-time chat support for instant resolutions.

Tip : In special circumstances, for example, when you are launching a new feature, you can create a dedicated hotline for users with specific queries about the new feature. It will reduce the redundancy in information requests and enhance both user experience and customer service efficiency.

Example four: Information repetition on a new feature

Complaint: Users encounter frustration due to the need to repeatedly provide information when using a new feature, leading to delays in task completion and impacting their overall experience.

Resolution: Recognize the challenges faced by users and emphasize your commitment to enhancing their experience. Investigate the reasons for information repetition, which may be attributed to a lack of feature integration or data continuity. Implement a feature improvement plan that streamlines the information input process, enabling a smoother user experience. Train users to navigate the new feature efficiently and minimize the need for repetitive data entry. Additionally, consider implementing autofill or data caching mechanisms to further reduce the burden of information repetition, thus improving the user experience and productivity when using the new feature.

Example five: Lack of follow-ups

Complaint: Customers have reported dissatisfaction with the lack of follow-ups on their inquiries or concerns, leading to unresolved issues and frustration.

Resolution : First of all, apologize for any previous lapses in follow-ups and assure the customer that their concerns are a priority. You can start by implementing a structured follow-up process within your customer service department to track and manage open issues. If there are multiple instances or the number of customer complaints is higher, assign dedicated personnel to monitor and proactively reach out to customers with updates on their inquiries or concerns.

A tip: Establish a clear communication protocol for follow-ups in your structured process, including the frequency and means of communication, and inform customers about this process. This will help improve customer satisfaction and ensure that their issues are addressed in a timely manner.

Example six: Difficulty in understanding software features

Complaint : Users express confusion in grasping software features and are not able to effectively utilize them.

Resolution : Enhance user understanding by creating a user-friendly knowledge base , including tutorials, video guides, and accessible documentation. Offer customer training sessions to provide personalized assistance . Ensure a responsive support team is readily available to address any feature-related queries.

Example seven: Data security or privacy concerns

Complaint : Customers raise concerns about data security and privacy within the software.

Resolution : Reassure customers by transparently communicating robust data security measures and privacy policies. Companies can conduct regular security audits and implement improvements as necessary. And further, maintain transparency regarding how customer data is handled to build trust and confidence.

Example eight: Billing and subscription problems

Complaint : Users encounter issues related to billing and subscriptions, causing frustration and confusion.

Resolution : Foster trust by providing transparent pricing details and accurate billing in the beginning stage. You can promptly resolve billing disputes and offer flexible subscription options to cater to diverse customer needs. Implement automated billing systems to minimize errors and streamline the billing process. Make sure their requests for refunds and other glitches are fulfilled immediately.

Take the futuristic way to resolve customer complaints

Customers have high expectations from businesses, and owing to technology, customer service teams have higher chances of making their customers happier.

Taking the futuristic way, you can integrate generative AI for advanced and quick customer support, leverage data to predict trends, identify system loopholes, and streamline service processes for better team performance.

When you embrace the future of customer complaint resolution, you are not just keeping up – you are setting the standard. It's a game-changer that benefits both your business and your customers.

Frequently Asked Questions

How do you respond to customer complaints.

Reply promptly and respectfully. First of all, address the customer's problems step by step so they know that you have understood their issues. Use clear headings to organize your response based on their complaint details and provide solutions in a structured manner. Go the extra mile and explain your process, such as what information you've reviewed and what your final thoughts are.

What are the five qualities of a good customer service rep?

Customer service is one of the most challenging and exciting functions of the business. It requires the customer support agents to be on their toes and have a few skills such as clear communication, friendly attitude, empathy, business acumen, product knowledge, and strong time management are very helpful in delivering stellar customer service.

How to use customer complaints to your advantage?

After successfully resolving complaints, gather feedback, make improvements, and maintain transparency to retain loyal customers and enhance your business reputation, leading to long-term value.

Angry customers: communication tips, email & live chat templates

Discover Jeel, an author in product development and GTM strategy, blending his passion with vivid creativity.

Related Articles

Akhil Kintali

Venkatesan Gopal

First, unaddressed, strong-emotion complaints damage reputation . With reputational decline comes lower engagement with a company, from repeat purchases to word of mouth.

Second, unaddressed, strong-emotion complaints lead to adverse financial resolutions . In this paper, we will see how unaddressed, strong-emotion complaints are more likely to require financial compensation to resolve a complaint than weak-emotion complaints.

Third, unaddressed, strong-emotion complaints mean that businesses must spend more heavily in new customer acquisition to backfill lost customers. In a recent earnings call by Booking Holdings, Inc. , customer acquisition costs are rising, especially on digital channels like Facebook.

In this case study, you’ll learn how to examine the identification of unaddressed, strong-emotion complaints, including how to classify them and score them, and how to match the emotions to business outcomes.

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Case Study 4: Managing Customer Complaints: The Case of Imperial Orchid Hotels in Thailand

• First Online: 09 September 2016

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• Jaywant Singh 4 &
• Benedetta Crisafulli 5  

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This case study provides an overview of current practices in complaint-handling and service recovery management at hotel businesses operating in Thailand, a fast growing emerging economy. Specifically, the case depicts real-life customer experiences of service failure and recovery at Imperial Orchid Hotels, a well-reputed hotel group in Thailand (a fictitious name). The case includes a critical appraisal of the efficacy of the service recovery efforts provided by Imperial Orchid Hotels, in the light of empirical evidence in services research. The appraisal offers insights into how consumers evaluate different aspects of service recovery encounters, including compensation, the transparency and timeliness of recovery processes, and employee behaviour. Moreover, the case illustrates how cultural background of the customers influences the evaluation of service failure and recovery encounters.

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Singh, J., Crisafulli, B. (2017). Case Study 4: Managing Customer Complaints: The Case of Imperial Orchid Hotels in Thailand. In: Roy, S., Mutum, D., Nguyen, B. (eds) Services Marketing Cases in Emerging Markets. Springer, Cham. https://doi.org/10.1007/978-3-319-32970-3_5

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Decisions and case studies

Our work gives us unique insight into how complaints arise and how they might be avoided – and we’re always working to share our knowledge and experience.

We share data and insight about themes and trends we see, as well as information about our general approach to resolving cases. By sharing our approach to individual issues, we aim to help businesses and consumer advisers understand and deal with complaints as early as possible.

Case studies

The case studies we publish are illustrative and are based broadly on real-life cases.

By publishing articles about our approach and illustrative case studies we hope to share our practical experience in resolving financial disputes in a range of situations and in relation to all types of financial products, services and transactions.

Database of decisions

The individual details of each case are always "one-off" – which is why we decide each case on its own particular facts and merits.

You can read final decisions issued by our ombudsmen in the individual complaints that have been referred to us by searching our database of decisions.

Ombudsman decisions

Our case studies and decisions are not precedents. They give information on the position at the date of publication – and sets out the ombudsman's usual approach to the disputes we see involving the financial products and services that are complained about most.

They are not a definitive statement of the law, our approach or our procedure. Individual cases are decided on their own facts. We make decisions based on what we think is fair and reasonable, accounting for the unique circumstances of each case we receive. We anonymise our decisions and write them in a way that prevents the person or small business complaining from being identified. 

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How to Handle Customer Complaints [10+ Response Examples]

Your most unhappy customers are your greatest source of learning. Bill Gates

When you think about customer complaints, your first reaction probably isn’t: “Negative feedback, that’s great! Now I’ll see what I can improve! ”

Sure, it definitely feels better to be praised than to be criticized.

But the truth is—

Any business venture needs feedback to become even better at what it does.

As soon as you learn how to handle customer complaints properly, your company will gain much more than just a resolved customer service issue.

And we will help you with that!

Read on to find out:

• Why customers complain and how this can be beneficial to your company
• How to handle a customer complaint properly in every scenario
• Templates and tips for dealing with common types of complaints

Why do customers complain?

Reading the title of this section, you might think, “What do you mean, why do the customers complain … They are simply unhappy, duh!”.

The truth is, people who share negative feedback with you most likely:

• Got disappointed with a feature or a product, and just need to vent
• Had higher expectations for your company, feel they need to share their disenchantment with you

Esteban Kolsky’s research for ThinkJar has proven that a whopping 91% of customers who are unhappy with a brand will just leave without complaining. And you’ll never know they were unhappy and probably moved on to your competitors.

So, don’t think about customer service complaints in terms of single, irritating issues to solve, but rather in terms of information that provides opportunities for growth, both for your product/service and customer retention .

What if you treat your next customer complaint as a blessing in disguise?

Now, let’s find out what an unhappy customer is most likely to complain about and how to handle customer complaints like a boss.

Handling customer complaints, the efficient way

It’s easy to take negative feedback personally, especially for business owners, who are usually super-focused on perfecting their product or service.

The best attitude to customer complaints procedure is to realize that both you and the customer are playing on the same team. Even if the customer doesn’t know it yet. Add a pinch of personalization, and you’re on the right track to improve customer satisfaction overall.

What are the best practices for dealing with common customer complaints?

• Stay calm. Working with people can be stressful, and negative feedback can fuel emotional responses. However, in this case, it’s definitely better to keep it cool, even if you don’t agree with your customer’s opinion. After all, what they say is not personal. Don’t fight to win, fight for agreement!
• Listen carefully. If a customer is irritated, they might want to vent their frustrations. Of course, you should never accept offensive behavior, but if a customer is confiding about how disappointed they are, you might want to tune in and show them that you listen. You can do that by responding with short phrases such as “Tell me more about this” or “I understand”. This will also calm them down.
• Acknowledge the problem. Once the customer is done describing the problem, write a message that sums it up and requires a confirming response from the customer. For example: “If I understood you correctly, you were expecting your order to arrive by Friday, right?” A customer then confirms what you just said and is reassured that you really listened to them and want to take care of their case.
• Get the facts straight. After the customer has expressed their disappointment, ask additional questions. Be personal and don’t use scripted responses. Make them feel heard and understood.
• Prepare an action plan. Now that you have all the information, offer a solution and present a short plan on what exactly you will do. A good practice is to structure this message according to a “What? So what? Then what?” technique , so the customer knows that you know what exactly happened, what trouble it has caused them, and what is going to happen next to resolve the issue.

Now, let’s analyze the most common complaints you or your customer support team may encounter. We’ve also prepared handy customer complaint response letter templates you can use and adapt for your purposes.

Because we know that each business has its own brand and uses a different tone of voice, you’ll find two response templates for each type of customer complaint: more formal and more casual.

Let’s dive in!

1. Waiting too long for the answer

Customers don’t want to wait hours on the phone or stare at their desktops forever. McKinsey’s research has shown that as many as 75% of online customers expect help within 5 minutes (!) of making contact online.

These 5 minutes may be considered a golden standard as to how quickly a customer complaint must be acknowledged—but we all know that the quicker, the better.

How to deal with customer complaints about waiting too long?

If the customer is waiting too long, their dissatisfaction grows even bigger. To solve this problem in the long run, you need to figure out why this situation takes place.

Possible reasons:

• Your customer service reps are constantly busy because the demand is too high
• Your customer complaint software lacks automation

The best action plan is to start with smart, quick fixes that won’t require overcomplicating the situation, and then move on to more demanding solutions if the situation requires doing so.

→ Quick fix

In this case, a quick fix would be installing a live chat that will allow your customer service team to send canned responses and talk to many customers at the same time. With intelligent live chat, you can quickly scale your customer support team without hiring more people.

See how to provide real-life customer experience online with AI technology

→ Hiring more reps

If the situation repeats despite using automated customer support tools, you should consider hiring more reps to unburden your current team and meet the needs of your company.

While you are working on the long-term solution, your customer service representatives should apologize for the long wait and assure the customer that their issue is being resolved.

Sample email reply to a customer complaint about waiting too long

2. Unavailable product or service

If your customer’s problem is that their favorite product is out of stock, congratulations—it means you have loyal customers!

Of course, customer loyalty doesn’t have the power to erase the service experience of not getting what you want. Therefore, in this situation, you need to go the extra mile to meet customers’ needs .

How do you resolve customer complaints about unavailable products or services?

The best approach is to be as transparent as possible about the restocking of the item and send informative emails. Believe us, in this case, types of customers don’t matter—all customers appreciate proactive customer service .

If they already reached out to you about the product, treat it as a compliment and present the information as clearly as possible. Promise them that they will be the first to know when the item is available again.

Responding to customer complaints about the unavailable product

3. Delayed shipping

The best tip present in every customer support guide ? Treat your customers just as you would like to be treated when you have to deal with customer support.

This is especially true for retail customer service , where a customer wants a product or service delivered to them as soon as possible.

^ Who didn’t behave like this at least once, when finally having ordered this one cool tech gadget, a dream outfit, or a book they really want to read?

Shipment delays happen, but not informing your customers about the fact that their dream thing will arrive 5 days later will result in tons of negative customer feedback .

How to reduce customer complaints about delayed shipping?

To prevent this kind of customer service complaint from appearing, always be hands-on about the deliveries. Write to customers as soon as you know that they will receive the package later than planned.

If it’s too late, and you already received complaints, apologize about the situation, explain why the delay happened and why you didn’t inform them about this fact before. Be honest and offer some kind of compensation, no matter how small.

How to write a customer complaint’s answer about the delayed shipment?

4. Lack of follow-up after making a purchase

Imagine you ordered a product or subscribed for a service, you receive a confirmation email about your payment, and… that’s it. No further information about shipping/start date, no follow-up email, no tracking number, no communication whatsoever, for a day or two.

Even if you received your package after a few days, or logged in to the system to find out if you can use your subscription already, the whole experience would probably be… not recommendable to say the least.

Those, who are less patient, would probably turn into dissatisfied customers and write a complaint about the lack of follow-up.

How do you resolve customer complaints about no follow-ups?

The best solution would be to set up a full follow-up email sequence in your CRM, so the updates are sent out automatically and all customers are well-informed about the status of their purchase.

If you feel that sending automatic updates about every stage of the order is too spammy, you can limit the number of automatic emails to the minimum (for example, purchase completion in progress and purchase send emails).

On top of that, create a chatbot that will answer your customers’ questions when they come back to your website and ask for detailed information about their order. This way, you work on many points of contact and optimize all of them.

How to reply to a customer complaint about lack of follow-up

5. Poor customer service in terms of average response time

We’ve already mentioned that disrespecting your customers’ time is a bad idea. Your reps may have the best efficiency, but when they speak to hundreds of customers a day, some conversations may be overlooked, and some customers may not have ALL their responses on time.

This doesn’t necessarily indicate that your reps lose focus, but it may indicate you need better communication tools.

How do you process customer complaints about a long response time?

The best solution to this problem is to use customer complaint handling software that allows you to see unassigned and unopened conversations first. Each operator is then assigned to a specific conversation and the customer always gets the answer quickly thanks to effective prioritization.

Tidio offers such functionality for all your communication channels, so your operators can always stay updated.

How to respond to a customer complaint about slow response time?

6. Poor customer service in terms of rep-customer culture fit

Some call it “cultural fit”, some call it “chemistry”, some could argue that it’s just like in real life: not all reps and customers will get along, just like not all people get along.

The problem starts when the customer perceives the operator as uninterested in their case, not willing to help, malicious, or worse—lazy, just because the two are not getting along.

This may seriously affect your business reputation, even if the customer simply misinterpreted the attitude of the agent due to their character differences.

How to handle customer inquiries or complaints about seemingly unprofessional staff?

Your agents should always strive to provide the best customer service, and you should make sure they know how to do it according to your company protocol that’s coherent with your brand. 

If there are complaints about your operators, always investigate what went wrong in-depth, not with the mindset to prove them “guilty”, but rather to understand what they can learn thanks to this experience.

Usually, the main culprit is miscommunication. Maybe they were sending ¯\_(ツ)_/¯ shrug emojis to a person who is over 60? Or maybe the tone of voice was too dry for a 19-year-old who wanted to return an iPhone case with MyLittlePony, but didn’t understand how to do it via a form?

There are many ways in which a customer and rep may not get along. The most important thing is to fish out the pattern and learn from it.

How do you answer customer complaints about unprofessional staff?

7. Long resolution time

As many as 78% of online customers want their issues resolved after the first interaction, research found , and honestly: can we blame them? It takes a hot minute to realize that we all want our issues resolved as quickly as possible.

Your customers are no different, and to make them contact you more than once for a simple request may result in complaints about long resolution time and low efficiency.

How to reduce customer complaints about long resolution time?

The prioritization in customer service is key. The best idea is to automate repetitive, simple tasks coming from the majority of the customers, so your reps can fully dedicate themselves to more complex issues that require more time and focus.

This is possible thanks to chatbots that can perform simple actions like checking the statuses of orders and answering simple questions. Of course, we don’t say that you have to use the ones from Tidio, but they can surely do this!

How to respond to customer complaints about long resolution times?

8. Constant transfers

Have you ever had a situation where you call one phone number just to find out you need to call another one, and then wait on hold for 30 minutes to be transferred to another operator?

This is exactly how your customers feel about transfers, whether they happen via phone call or online. It’s no surprise that 70% of consumers are highly annoyed when they hear “I need to transfer you to another operator”.

The most frustrating part is the necessity to explain your issue from the beginning, with all the nuances and details that can be confusing for someone new to the subject. Remember that repetitive explaining is a waste of time for your customer.

How do you process customer complaints about constant transfers?

While investigating the conversation the customer complained about, check the flow to see where the transfer could have been avoided. Is there a way you could organize the customer support verticals better? Or maybe there are too many people who take care of the same type of issues?

Whatever your case is, the customer always needs to feel that their issue is not just another case in the line. If you need to transfer the customer to serve them properly, they need to be informed about it and assured that they won’t need to explain their issue once more because you will take care of it.

Modern live chat tools, like Tidio, make transfers seamless, so the operators who join the chat can read the whole conversation that took place beforehand.

How to reply to customer complaints about transfers?

9. Lack of human interaction

If repeating yourself to the human agent is frustrating, then having to repeat yourself to software must be a nightmare. Customer service automation can be beneficial for your customer support, but it needs to be done in a smart way. 

If that’s not the case, you will end up with the opposite of what you were trying to avoid—even more customer complaints. After all, as many as 40% of online consumers don’t care if they are getting help from a chatbot or a human—as long as they are getting the help they need.

Resolving customer complaints about lack of human staff

Chatbots can perform simple tasks and help customers get the information they need. However, they should provide the option of a transfer to a human operator if an issue is too complex, and this option should be available after no more than two or three levels of automated conversation.

This balances out the automation and human touch in your customer service efforts.

Responding to a customer complaint about an automated conversation

10. No response on social media

Nowadays, before browsing the knowledge base or FAQ, your customers will try to contact you through your social media channels like Facebook or LinkedIn. They will expect a quick answer, too! Facebook even gives you the business badge “very responsive to messages” on your profile, if you’ve answered 90% of messages within 15 minutes in the last 7 days .

If you don’t treat your social media as another customer service and sales channel, you are missing out! You might even earn a few customer complaints from people who reached out to you and didn’t get any answer.

Social media customer complaint management system

Managing many communication channels can be difficult because you and your customer support team must be always hands-on to respond to all messages on time.

To eliminate the chaos, you can use a multichannel tool that will connect email, website live chat, and integrate Messenger live chat in one panel. A solution like this will help you keep social media, email, and live chat in one place.

Customer complaint response example about lack of customer service on Messenger

Key takeaways

By now, you should know that customer complaints can be a blessing in disguise for your company’s growth.

Here’s a quick recap:

• Customer complaints don’t mean your product service is bad altogether, but they rather indicate the areas that need improvement.
• Customer service complaints can be handled in a sympathetic and efficient manner, so the customer feels well-informed and taken care of, and you improve your customer service efforts.
• Customer service automation tools such as live chat and chatbots can significantly improve your customer support by helping you to reduce customer complaints and handle them faster.

What are your best practices for dealing with customer complaints? Do you need help with setting up an automation tool that will elevate your efforts?

Feel free to reach out! We will gladly help you improve your customer service efficiency!

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Gosia manages Tidio's in-house team of content creators, researchers, and outreachers. She makes sure that all our articles stick to the highest quality standards and reach the right people.

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Never Leave Your Customer Without an Answer

The Frustrated Customer (Case Study)

It had been one of those long, aggravating days—the kind where the nerves of everyone in the company were on edge. At least it’s almost over, thought Carlos, the customer service representative for Ace Windows and Doors. Just as he reached for his coat, his phone rang.

“I’ve tried for half an hour, and I can’t get your Model SD 92 storm door to lock properly,” said the frustrated customer. Carlos knew this complaint and knew instantly the caller hadn’t even cracked the owner’s manual.

“Listen,” said Carlos, “I’ll just bet anything you haven’t read the instructions that came with the door. If you had, you could have avoided this call. We make quality products. We stand by them, but give us a break. I’ll tell you how to lock the door—but next time, please read the manual!”

• How well did Carlos represent his company? What was the likely effect on the customer?
• How might Carlos have responded differently?
• What measured, gracious response could Carlos have given? How might the customer have reacted—presently and in the future?
• A gentle answer turns away wrath, but a harsh word stirs up anger (Proverbs 15:1 NIV).
• Do to others as you would have them do to you (Luke 6:31 NIV).

BEST PRACTICES

Customer complaints can be viewed as either aggravations or opportunities. A challenge for senior business leaders is to build and sustain a culture rooted in passionate service to others, especially customers. In fact, top companies regularly survey clients to know where they are doing well, and how they can improve. They are very proactive in understanding and solving complaints, viewing them as opportunities to learn, make adjustments and win friends, some of whom will become their most loyal and enthusiastic ambassadors.

This case is an illustration of the Proverbs' teaching on guarding the tongue, Proverbs 15:1. Click here to go (or return) to this passage.

By John Beckett. Copyright 2014.

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Resolving Customer Complaints: Guide with Examples

May 27, 2022

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For most businesses, the sad truth is everyone is not going to like what you build. To be fair, that’s not the point of any business. Whether your product is good or bad you’ll get vastly different opinions. Hence, you have to expect and be prepared for negativity towards your products or your business in general. There can be more than one reason for this negativity. It could be from lackings in your product, customer service, or even support. Regardless, you have to invest in resolving customer complaints, if you want your business to thrive.

In this article, we’ll be looking at how you should approach customer complaints, what’s the right way to respond to them, and how it can make a difference.

What are customer complaints?

Objectively, customer complaints are basically customers letting you know that there is a gap between what they expect and what your company is offering. This gap can be due to something as simple as misplaced documentation or, something massive like a bug in an essential feature, or a missing feature altogether.

In any case, these complaints are an opportunity for your business. Promptly offering to solve complaints and making the customer feel heard is what defines a good business. So with that understanding, let’s dive into how you should resolve customer complaints.

7 steps to follow when resolving customer complaints

In this section, we’ll look at the steps you should take to resolve customer complaints. While they might not seem like rocket science they are very effective at complaint handling.

1. Listen carefully

We’ve already talked about why active listening is among the must-have customer service skills . However, when handling customer complaints this is exceptionally important. When a customer is filing a complaint, the first thing you have to do is understand their general vibe.

Are they agitated? Frustrated? Disappointed?

It’s absolutely crucial you clearly identify the customers’ mental state. Because understanding this makes the later steps easier. So as soon as a customer comes in, employ active listening to evaluate the degree of nuisance your business has caused.      

2. Let’em vent if it helps

After knowing what a customer’s state is you have a handful of options. Now, if the customer is disappointed you should let them elaborate on how that disappointment can be managed. On the other hand, a frustrated customer will express their emotions very clearly. The same goes for customers that are agitated or angry.

Before you get to fix the issue you have to let them finish their rant. It’s okay to do so as long they are not using profanity. Remain calm and in control as you do this. It’s very easy to take things personally so remember that their frustration is not with you but the company you work for.

3. Show empathy 

We understand it’s going to be difficult to remain calm and do your job after listening to someone rant for 20 minutes. As long as the customer is in line, the only step you can take is to be empathetic towards what they have to say.

What’s more important is you have to communicate this empathy so the customer feels valued. Speaking from personal experience, a smart agent can transform an anger-driven discourse into a pleasant experience. Support agents although seeming at the mercy of the customers’ whim are actually more in control of the conversation. This is why, how a service interaction ends depends on the agents.

On a plus side, being empathetic offers agents a better chance to solve a problem.

4. Thank them for filing the complaint

All of the steps above are meant to bring a customer into a manageable mental state. After expressing their side and receiving validation from you, a customer usually calms down. Now it’s time for you to take control of the conversation.

Start by thanking your customer for reaching out with their issue. The idea is not just to say thank you. It’s about letting them know, that you care and appreciate their feedback. This also helps create the impression that a customer complaint isn’t a barrier but rather an opportunity.

5. Sincerely apologize even if you are not to blame

As long as a customer has a valid complaint, you can’t really shift blame. When you focus on who made the mistake you get distracted. Not to mention it creates an impression of mismanagement that doesn’t help anyone. 

It could just as well that the fault was on the customer’s end. Regardless you ought to apologize to keep the conversation cordial and flowing. This helps your customer to calm down and be more open to your suggestions.

6. Get the facts before resolving customer complaints

Now that we’ve completed the damage control phase of the conversation it’s time to get solving. The ideal thing to do here is to wait for them to finish what they have to say. This has two perks.

Once you get the full information available before you resolve a customer complaint. Two, it gives a sense of control and satisfaction to the customer.

It’s very important that you don’t use scripted replies or ones that sound like that. You should use customer complaints as an opportunity to start a genuine conversation and build trust. If you feel the need for additional information, try asking open-ended questions. This also helps the customer open up to you about their concerns more easily. 

7. Offer a solution

Only when you’ve gauged a customer’s mindset and the degree of their issue you can get to resolving the complaint. 

Your company’s guidelines are there to tell you what you can and cannot provide. Keep this in mind when resolving customer complaints. Making a business promise you can’t keep will only set you back. 

Try to be as cordial and understanding as possible when talking through a solution. If it’s a lengthy process don’t hesitate to walk them through it. If you need to forward a complaint to another agent, do so on your own accord. It’s not acceptable to make the customer repeat themselves once they’ve already spoken to you.

Provide customer support with the fastest support desk on WordPress.

How to deal with customer complaints: Examples

Although we talk about the types of common complaints, it’s important to keep in mind that not all customers are the same even if they have the same sort of issue. So be sure about the type of customer before handling these complaints blindly.

Complaint #1: Product is out of stock or on backorder

For most online businesses this is the most common issue. Now to be fair you as a business have no control over this kind of situation. That being said, this does ruin a customer’s experience, and that is something you should care about. So when a customer comes in with an out-of-stock you should handle it with care. To resolve customer complaints in this context you should

• Apologize for the inconvenience
• Interest them in comparable alternatives
• Offer free shipping ( if your company allows it of course! )
• Tag them for priority shipping when restock is available
• Ensure a discount on their next purchase
• If they wish to cancel the order do it for them

Offering employing one or more of these steps can help you resolve the issue with almost zero losses.

Complaint #2: Lack of follow-through

Some customer complaints arise from a lack of attention. In this case, the customer may be okay with the product but can’t use it without talking to someone in the service team. Not being prioritized in this scenario is something few customers will let slide.

When handling complaints about the lack of follow-through you should,

• Begin by apologizing
• Identify the point where the lapse occurred
• Address the problem the customer had in the first place
• Place them in a priority queue for the support team
• Assign an agent who’s capable

Managing customer support tickets with grace can not only redeem your reputation as a brand it can actually add positive reinforcement to the customers’ perception. That’s something money can’t buy.

Complaint #3: Customer service issues

There can be tons of issues on the customer service end of your company. Queries can go missing, relevant resources may not be available, and the assigned agent may call in sick. In the middle of an ongoing service conversation, this can ruin the whole deal. If a customer complains specifically about the efforts of your support team, you ought to first solve the issue they had in the first place.

• The best method to resolve such complaints is to 
• Apologize for the delay
• Don’t try to justify the incident with excuses
• Promptly hear any suggestion or expectation they have
• Offer priority support
• Reduce the wait time as much as possible
• This will help customers feel valued instead of wronged.

Complaint #4: Broken or defective product

By far the most common for most online businesses is defective product/service complaints. Since the problem is on your end always treat these as priority complaints. Also because the customer has already paid for the product but was unable to use it, extra care is a must.

To resolve broken/defective product complaints you should,

• Immediately provide them with the refund/replacement policy of your company
• Inform if they are suited to avail these policies
• Clearly state whether their particular issue is covered within terms
• Offer guidance through the process
• Ask for the purchase document, and proof of defect as politely as possible
• Whether you provide the refund or a new product or neither, clearly tell them the outcome to expect

These kinds of complaints are the easiest and the hardest to manage. If the customer is legit and your policy covers their replacement that’s pretty easy to handle. Just replace the product and the customer will happily go about their day.

However, if that’s not true, you have to be the bringer of bad news. In which case keep a cool head and clearly state your answer without hesitation. 

Wrapping up

Resolving customer complaints is a challenge support agents face every day. The conversations are usually tedious. As an agent, you need to associate success with the customer’s happiness. Think of it like this.

A software developer needs to solve problems in the product to feel successful. A footballer has to score a goal to celebrate. For a support agent, that goal is to swing a dissatisfied customer 180 degrees.

Remember, as an agent you are the one who sets the tone of the conversation. Use this wisely and if not all, atleast most of your resolved issues will leave a better impression than what the customer came in with.

Until next time, happy serving!

Start off with a powerful ticketing system that delivers smooth collaboration right out of the box.

Rasel Siddiqe

Hey WordPress folks! Writing for WPManageNinja by day, coding for Data analytics by night! Other than that I’m mostly interested in sci-fi content and deep founded music.

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Customer Complaints: Types, Examples, and Solutions

Margo Ovsiienko

Imagine you research where to go for dinner today and read a negative review about a local restaurant online. What’s your first thought? Let me guess — it could be, “I probably shouldn’t go there”.  Now, think of a situation wherein a restaurant responds to a complaint by apologizing, taking feedback seriously, and resolving the issue. You get it — everyone makes mistakes, but it’s all about how one handles the response. Businesses that handle customer complaints effectively act fast — 90% of customers find it essential to receive an immediate response to their questions from customer support. They often use customer support tools such as Juphy to handle all responses from one dashboard to resolve tickets more quickly.

Dealing with a problem fast is similar to striking one point in your favor. But to do it, you should know what a customer complaint is and its types. Let’s take a look at both.

Customer Complaints: Definition

A customer complaint is feedback your client gives you that shows the issues related to your products or services. Dealing with customer complaints is a way to improve your services and offer a better customer experience. 

Types of Customer Complaints (+ Solutions)

There are various types of customer complaints — check out the most frequent ones below.

1. Waiting Time

A long time waiting on a phone to get in touch with customer support can freak anyone out. In fact, 60% of people consider a one-minute waiting time as long. The same stands for emails or chat messages. 

Clients often suggest one solution — just hire more customer support agents , so you can provide help to more clients. It’s a shortcut, but it’s not always the best option. There are other ways to respond to customers’ questions faster without increasing staff count.

Solutions to Long Waiting Times

Measure agents’ response time  

Measuring customer agents’ response time to complaints can help spot the agents that need additional training to handle customer tickets faster. Upskilling them can be a way to increase the number of resolved tickets and, as a result, help boost customer satisfaction.

According to the survey by SuperOffice, only a small number of support reps respond within 1 minute. This response speed is an ambitious benchmark, but why shouldn’t you try?

Set response time targets  

Make sure your customer support responds to tickets in the order they receive them. Set realistic goals to improve response time to complaints — for example, you can benchmark against the best performing reps.

Respond faster with a shared inbox 

Switching between different tabs — social media channels, Google My Business, App Store, and Google Play Store results in a slower response time. To respond faster, use tools such as Juphy to pull communication in all channels together — this way, you always respond from one platform and, as a result, help clients faster.

Use canned responses  

Not all client inquiries call for a personalized response. That’s because customer requests often repeat. In such situations, you can use canned responses to provide answers straight away. Canned responses are pre-set answers to questions that are often sent automatically.

To prepare canned responses, pick frequently asked questions, write answers to them, and set them up in Juphy . Every time customers ask them, they will receive a response straight away.

2. Defective Products

Dealing with questions related to returning or replacing defective products is a regular task of customer support departments working for eCommerce brands. It doesn’t matter if you have a dedicated page with a guide on returns.

Customers usually don’t bother going through your knowledge base and finding the guide. Instead, when being upset about their recent purchase, they reach out to your support agents. What’s the best way to approach such tickets?

Solutions to Defective Products

Inform about return or replacement procedures  

Customer support agents can prepare a standard response to questions related to returns and keep a few useful links from the knowledge base at their fingertips. 

Instead of writing an extensive explanation, they can provide short answers and lead customers to online materials. 

To help your customer support agents, work out a handbook where you list the answers to the most frequent questions on return. Use this infographic below to guide you.

Educate your clients 

Defective goods are not always your or your carrier’s fault — sometimes, the customer doesn’t handle products well. When such a situation occurs, don’t blame a customer. 

Make it clear when goods can be returned in case of a customer’s fault and how goods can be handled to prevent these situations from happening in the future.

3. Unavailable Products

Finding a favorite shoe model but seeing their product size out of stock can lead customers to inquire about product availability and reach out to support directly.

However, customer support agents rarely have this information at hand, and at the same time, it can be difficult to predict when the product will appear again. 

So what can you do to reduce the number of inquiries about out-of-stock products?

Solutions to Unavailable Products

Notify procurement

Create a process for support agents to report out-of-stock products to your procurement or sales departments, so they can order more products that customers report as unavailable.

Inform when an item is in stock again 

Ask customers if they want to be notified once the product is in stock again. Once the product is available again, send a notification about it to your waiting list.

Implement product notifications on product pages

Make it easy for customers to sign up for a waiting list to receive automatic notifications . You can set it up for each product in your eCommerce CMS.

Here is how it can be implemented on the page:

Whenever the product runs out, the sign-up window appears asking a customer to leave their email address. 

4. Delivery Issues

When you hand over ordered goods to a carrier, you lose control over how and when your products are delivered to a customer. It can get damaged, lost, or come later than predicted.  

Once these issues appear, customers will reach out to your customer support agents with questions. Here is how you can handle delivery issues more effectively.

Solutions to Delivery Issues

Check parcel tracking information 

Delivery companies usually send a tracking link in a confirmation email to a customer once they pick up a package. 

However, customers can accidentally delete the email or might not find it in their mailbox. When they ask support to check, ensure your support agents can easily access parcel tracking information and provide a customer with an answer.

Work on fixing issues with misplaced packages

Contact the carrier to find out the details of misplaced packages. Try to resolve the issue directly with a carrier without engaging a customer. While dealing with the situation, update a customer on the progress.

5. Forgetting to Follow up

It’s not always possible to resolve an issue that customers file. When support agents need more time to analyze the case, they usually tell customers and promise to follow up. 

However, when swamped with hundreds of tickets, resolving a complex issue can take time; sometimes, agents can easily forget about them. So how to make it easier for agents to keep their word on following up?

Solutions to Late Follow-ups

Set up update frequency

Your customer support agents should ask customers about their preferred follow-up frequency. Some clients would like a follow-up every week, while others prefer to receive only one when the issue is finally resolved. 

Leave internal notes in the tickets

Internal ticket notes help organize customer communication and keep track of all previous touch points. They are beneficial if you reassign tickets to other agents. You can check out Juphy’s “ Team Collaboration ” features as a reference.

You can also use them as reminders to follow up on a customer request. When going through all unresolved tickets, you can easily refresh the case in your mind and reach out to customers at the right time.

6. Feature or Product Request

Customers have dozens of ideas for improving your products. Your customer support department can receive dozens of such suggestions or requests daily. 

If you don’t have a well-described process for handling such tickets, your agents might not take them seriously. They will thank clients for writing a request but won’t take action. So what should you do to handle such requests better?

Solutions to Product or Feature Requests

Set up automation rules

When a customer submits a ticket with a feature or product request, your agents should direct them to the product team. After evaluating the frequency and complexity of such requests, your product team will decide if it makes sense to introduce a product change. 

They can later leave an internal note in the ticket with the decision information and the predicted implementation time.

Update on a fix or new feature

If the product team implements a product change, they can inform the support department. After receiving the news, agents can reach out to clients who have requested a feature with an update.

Best Techniques for Handling Customer Complaints

Now, you know how to approach customer complaints and solve specific ones. To make the process of responding to customer complaints even more effective, introduce these best practices for handling customer complaints. At the end of the day, it’s all about establishing successful routines.

1. Proactive Listening

Customer support agents have direct contact with your customers, and they can easily notice inefficiencies in your offering, processes, or other business areas. 

Sometimes, customers mention them to agents directly, and in certain cases, agents should listen more carefully to notice some issues customers don’t talk about openly. 

To collect more useful feedback, encourage customer support agents to ask additional questions and stay focused on customer needs.

Putting yourself in your customer’s boots can help you better understand the cause of the issue and come up with a more viable solution. 

Encourage your agents to look at the issue from a customer’s perspective. Explain what phrases they can use to reassure customers and express empathy better. 

3. Be Accessible

Make it easy for customers to reach out to you using any channel. That’s because different customers prefer different ways to connect. Some of them will hit you with a message on your Facebook fan page or post a comment under your social media posts. 

Other clients will contact you through traditional channels — phone or email. 

Make sure your response time is short on all channels. To respond faster to customer requests, use Juphy , a tool that streamlines all your communication across various social media channels.

4. Apologize

It doesn’t matter who you should blame for a customer’s problem — yourself or your customer. In both cases, it’s worth apologizing to show clients that you appreciate them writing to you and sharing their feedback. 

When receiving an apology, customers won’t likely post a bad review or spread a bad word about your business on social media platforms or Google. It’s not about being right, but being smart!

5. Go the Extra Mile for Clients

Established company procedures help deal with simple and repeatable issues, but what if your agents often receive complaints that are difficult to settle? 

Finding a solution requires agents to go beyond company standard operating procedures. They should be creative, turn on their critical thinking, and go the extra mile to offer a reasonable solution. 

To facilitate customer agents in this process, give them enough freedom to suggest their solutions. For example, let them provide occasional discounts or gift cards when a situation requires it.

6. Track High-volume Complaints

If you receive a lot of similar complaints from customers, it should raise a red flag. Repeating complaints can swamp your customer support agents. 

There is a single solution — solve them for good. To do it, track high-volume complaints by topic. If you notice that tickets on the same issue mount up, it’s time to roll up the sleeves and involve all necessary resources to resolve the issue.

Wrapping up

Handling customer complaints fast helps regain the trust of unhappy customers. However, the response speed is often affected by the complexity of a request, and various complaint types require different solutions. When dealing with them, your support agents can feel swamped, but you can support them with automation tools. 

With Juphy , you can streamline all customer communication and manage it from one dashboard. Imagine how much easier it can get to respond to clients’ inquiries on Facebook, Instagram, Google My Business, Whatsapp, and more channels without switching the tabs. 

Start using Juphy today — sign up for a free trial .

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Handling Customer Complaints: A Best Practices Guide

Download the guide to learn how to, handle customer complaints effectively, improve your complaint-handling process with proven best practices.

Most companies strive to exceed the expectations of their customers but only the best companies succeed. They do so by:

• Empowering frontline employees to resolve complaints on the first contact
• Entering complaint data in fully automated, integrated information systems
• Analyzing data and using it to fix the root causes of dissatisfaction

This best practices guide offers tips, tricks and strategies for each step of the complaint-handling process plus a printable checklist for implementing these best practices.

HANDLING CUSTOMER COMPLAINTS (A BEST PRACTICES GUIDE) CONTENTS:

• Leadership Strategies
• Information & Analysis
• HR Development & Management
• Complaint Process Management
• Business Results
• Social Media & Online Complaints
• Checklist for Implementing Best Practices
• Complaint Management System Checklist

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According to the  Harvard Business Review , simple actions, such as responding to tweets quickly, can increase the amount of money people are willing to pay doing business with an organization. Quality customer service builds loyalty and increases profits. Sometimes, however, even major brands have moments when their service goals go horribly wrong, teaching lessons for everyone else. The three bad customer service incidents below have recently sent major brands scrambling to preserve their image. Here's what we all can learn from their mistakes.

An Air Transat flight sat on the tarmac for hours without service

In July 2017, passengers aboard two Air Transat flights were diverted to Ottawa. While the airline had no control over the diversion itself, they had a responsibility for the fair treatment of their passengers following landing. Yet passengers reported being stranded on the tarmac for over four hours, on one flight without any food, air conditioning, or water. This incident caused at least one passenger to call 911 in an effort to force the airline to act.

Following the incident, the airline was fined and held responsible by the Canadian Transportation Agency. During the hearing, however,  customers and the press noted  that the airline and airport continually came up with excuses and tried to blame each other, which led customers to say they will not fly with Air Transat again.

Lesson to learn

Air Transat didn’t just make a mistake when they failed to provide comfort and necessities to their customers during the unexpected delay on the tarmac, they failed to take responsibility for their actions or make proper amends with their customers. Mistakes and incidents can happen to any business, but how you respond to the issue and treat your customers will have a lasting impact. Refusing to accept responsibility or focusing solely on the bottom line to the detriment of the customers can cause serious harm to your brand.

T-Mobile changed a customer’s name on their account to “Idiot” 

T-Mobile had a customer calling about a billing issue with his new phone. When he didn’t get the desired help, he decided to reach the phone carrier through Twitter. Although most people would agree that customer service can be a very challenging job, the T-Mobile team certainly could have handled the situation more appropriately. The rep dealing with the issue apparently changed the customer’s name to “Idiot,” which the customer saw the next time he logged into his account. He posted his account of the incident online, which reasonably led to  poor press for T-Mobile .

Providing customer service can make many people frustrated enough to scream. What is not acceptable, however, is doing anything that could get back to the customer. Brands should work to provide excellent service, even behind the scenes, to create an outstanding experience for customers. It’s important to have the right team with the right training to handle customer issues with grace and diplomacy. It’s not about the customer always being right – but the customer always deserves your respect.

Apple reduced the speed of their older devices

Apple decided to slow down their older devices without telling their customers. Although they may have had an understandable reason for this action, their failure to notify customers led to outrage among users.

Apple claimed the action was taken to preserve the battery life in the older phones. While this might have been true, it was the lack of transparency that angered customers. The brand ended up  apologizing to customers  and offering discounted battery replacements.

Despite good intentions, if your actions negatively impact customers, you need to err on the side of transparency. If Apple had let customers know upfront that their devices would eventually slow down and why, it would have been less of a scandal. Instead, since customers discovered it on their own, it left them feeling suspicious about what else the company isn’t telling them. Trust is one of the most important qualities in your relationship with customers. Don’t give them any reason to doubt you.

Customer service remains a critical component of any successful brand. If you want to grow, you need to focus on outstanding customer care during every interaction. Bad customer service will cost you more than just the customer directly involved, so take the lessons learned from these recent disasters and make sure you don’t make the same mistakes.

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Customer Complaints: 8 Common Complaints & How to Resolve Them

Published: October 10, 2022

Your customers are your purest form of quality control. Without their approval, your business doesn't grow and succeed. So, when customer complaints roll in, it's important to hear them out because these are opportunities to improve the customer experience and prevent potential churn.

No matter which industry you're in, you're going to deal with customer complaints. Even if your business doesn't make a mistake, one of your customers will eventually hit a roadblock that leads them to your customer service team. These are the situations where your service reps make or break the customer's journey .

If you want to increase customer retention , you need to prepare your reps for scenarios they'll face with difficult or frustrated customers . In this post, we'll break down the different types of customers complaints as well as the steps your team can take to resolve each one.

• Types of customer complaints
• Customer complaint resolution techniques

Customer Complaints

Customer complaints are pieces of feedback that point out problems with your company's product or services. These are opportunities for your business to improve its internal processes and create a better customer experience.

Below are a few common customer complaints you can expect your service team to encounter.

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1. Long Wait on Hold

If your team works in a call center, Average Time on Hold (ATH) is one of your most important call center metrics . Customers want fast answers and can't afford to spend their afternoon with a phone glued to their ear. In fact, studies show that after about two minutes, customers are likely to hang up the phone and 34% of those customers won't call back. That means you can potentially lose a third of your customer base just because you didn't pick up the phone fast enough.

How to resolve this customer complaint:

Long hold times indicate two problems. First, it could mean that your customer demand is too high for your customer service team. In this case, you should consider hiring more reps to meet the needs of your call center. In the meantime, your reps should apologize for the long wait times and work to ensure first call resolution.

The other issue may be that your call center lacks automation. Call center software can provide your service team with features that streamline operations and complete tasks automatically. By adopting this technology, you can optimize your team's production by removing menial tasks from their day-to-day workflow. This should reduce hold time complaints and create a more satisfying service experience.

2. Unavailable or Out of Stock Product

It's usually a good sign when a product goes out of stock, but if it stays out of stock, customers can become impatient for its return. They may demand a special order or repeatedly call for product updates. This typically indicates a time-sensitive need for your product which should be fulfilled immediately.

As a customer service rep, you might not have any say in when a new shipment will be ordered. Reps should report these issues to their managers who can notify both sales and product management teams. Service reps should encourage customers to remain patient and let them know that they'll reach out when the shipment arrives. This type of proactive customer service will assure customers that you're aware of their time-sensitive needs.

3. Making Customers Repeat Their Problem

Customers hate repeating their problems to your reps. This happens when they're either transferred to new reps or dealing with an agent who isn't paying close attention. When customers have to describe their issue multiple times, it's both a frustrating and time-consuming experience.

If a customer is complaining about having to repeat their issue, the best step you can take is to stop transferring their call. Even if you need to connect the customer with a specialist, reach out to that agent internally and see if you can relay the advice. This may be more tedious, but it will meet the customer's immediate needs.

A long-term solution to this problem is to invest in help desk software. A help desk can manage and distribute incoming service requests to the most ideal agents. That way, your customers are connected directly to reps who are best suited to resolve their problems.

Opting for an all-in-one customer service solution is also recommended. It helps keep track and respond to all customer interactions across multiple channels within the same place. Service reps get easy access to previous customer conversations and additional customer details, helping them provide tailored experiences. 

4. Uninterested Service Rep

Whether it's their tone, personality, or even just the time of day, some customers simply won't get along with your customer service reps. When a rep fails to meet their needs, some customers think it's due to a lack of interest in their case. Sometimes this is true, other times customers have expectations that are higher than what your team can provide. Regardless of where the fault lies, when your reps fail to appear invested, your business's reputation takes the hit.

When dealing with this type of customer complaint, reps should consider what they can do to provide above-and-beyond customer service . Every business has protocol, but it's sometimes worth bending the rules if that means preventing customer churn . At the very least, reps should pay attention to their tone and body language to ensure they're displaying a motivated and attentive demeanor.

If a customer does report an issue with a rep, management should always investigate the issue. Managers should give their reps the benefit of the doubt but try to get every possible detail. Rather than criticizing the rep's approach, look for opportunities to teach the agent about preventing these types of situations. If these issues continue to occur, it may be time to take more severe actions.

5. Poor Product or Service

When your product breaks, you can expect the customer to complain. In some cases, the product isn't broken, rather, the customer doesn't understand how to use it. Other times, customers aren't a good fit for your product or service, but they blame your company for failing to fulfill their needs. No matter how customers arrive at this conclusion, your team needs to know how to prevent them from turning to your competitors.

If the product isn't broken, educate the customer. Find out what their goals and needs are, then teach them how they can use the product to achieve success. If the product is broken, provide options for immediate replacement and try to determine how it broke. If it was user error, gently point out to the customer how they can avoid this outcome in the future.

For a long-term solution, consider adopting customer feedback tools to survey customers about your product. You can use NPS® surveys to measure customer satisfaction and learn how you can enhance your product's features. These feedback tools provide both quantitative and qualitative data that you can use to improve product development.

6. No First Call Resolution

When customers call your service team, they expect their issue to be resolved after the first call. Studies show that 67% of customer churn is avoided if the service request is fulfilled during the first interaction. While that doesn't mean you should hold customers on the phone, it does mean that they should be pursuing first call resolutions.

When your reps begin a customer interaction, they should make note of the case's urgency. If the customer has time-sensitive needs, try to resolve the case in the first call but don't waste time repeating steps or researching irrelevant information. If your reps don't have the answer, they should ask politely to follow up and explain why that process will yield a faster resolution.

One way you can improve first call resolution rates is to add self-service support options to your company's website. Tools like community forums and a knowledge base can help customers find their own solutions and avoid service calls altogether. This creates a more enjoyable and convenient service experience for your customers.

7. Lack of Follow Up

When you do have to follow up on a case, customers will often have different expectations for follow-up communication. Some customers will expect an ongoing chain of updates while others will be more patient. If your reps aren't consistently clear about response times, your customers may think you've forgotten about their case.

If you do have to follow up on a case, your service rep should make communication expectations clear. Ask the customer if the proposed frequency works for them, and if not, establish a system that works for both your rep and the customer. Your reps should be dedicated to customer needs , but customers have to give your reps space to work on the issue independently. If your reps are constantly providing updates, customers will wait longer for solutions.

If your team is having trouble keeping track of follow up, you should consider adopting a ticketing system . Ticketing systems document incoming requests and make it easier for you to manage active service cases. And, you can integrate it with your CRM so tickets will be directly attached to customer profiles.

8. New Product or Feature Request

This one isn't necessarily a complaint but is something that customer service teams encounter on a daily basis. If your product or service doesn't meet all of your customers' needs, they'll ask if they can propose a new product or feature. While some of these are helpful, most fulfill specific use-cases that don't apply to the bulk of your customer base .

In these cases, you should have a self-service space where your reps can direct these requests to. These product requests are valuable, but you can't afford to have reps spending their day listening to customer ideas. Create a forum where customers can post these ideas for your product development team to see. This will give your team an opportunity to comment and engage with customers who want to improve your product.

How to Handle Customer Complaints

When handling a constant stream of customer needs daily, it can be overwhelming trying to formulate a plan to resolve the complaints coming in. However, it’s not impossible. Empower your service teams to do their best work by following these steps.

1. Collect feedback and look for patterns.

The first step in addressing customer complaints is to dig into the complaints you have received. Using a tracking software will make this process much easier as you’ll be able to quickly access feedback and metrics like average call times.

Next look for patterns. Does a portion of your customers have similar complaints? For example they may say longer call hold times, or report a bug with your product.

Whatever the complaints are, you’ll need to examine the feedback you’re getting first. You can’t fix what you don’t know.

2. Talk to your service team.

Next, share this feedback with your service team. Discuss their pain points solving for the customer and gather any additional insights. Are they overwhelmed with the volume of calls and tickets received? Do they have the tools needed to provide the best service possible? Could your current service processes be improved?

Your service team is on the frontlines with customers every day so their feedback is invaluable for improving the customer experience.

3. Determine the root causes of the problem.

Now that you have a good grasp of the issues your customers are facing, it’s time to address the main causes.

For example, if customers report long call wait times, it could be that they are calling during peak times of the day when your service team is swamped with higher than normal call volumes.

Did you roll out a new product feature that has a few bugs and is causing consistent complaints across the board? Maybe the details of the new feature were not communicated clearly to customers and are causing friction. Getting to the root of the issues will help you formulate a plan which we’ll cover next.

4. Create a plan to address customer pain points.

Now that you’ve found the main cause of your customers’ dissatisfaction, it’s time to implement a plan to solve the issue.

If the root cause is an issue with your current internal service processes, update them to make them more clear to the team and provide more training if necessary.

Maybe your service team noticed an influx of customers calling for information that could be better communicated with a self-serve FAQ page or similar option. Creating a knowledge base customers can use to resolve their issues may be the best solution for light troubleshooting. This way customers don’t have to wait on hold and it frees up your service rep’s time to handle more complicated service requests.

Next, we'll cover some best practices your service reps can use daily while interacting with customers to improve their experience.

Customer Complaint Resolution

Customer complaint resolution is the process of receiving negative feedback, investigating the cause of the issue, and resolving the problem — all while communicating to the customer in a way that makes them feel heard.

Resolution handling with the goal of turning dissatisfied customers into glowing evangelists of your service experience comes down to these techniques:

1. Be accessible.

If the customer has an issue with your product or service, having to jump through hoops to get it resolved will only create more frustration.

Make it easy to solve issues by providing self-service options and being easy to connect with across channels.

2. Use active listening to understand their complaint.

The best thing you can do for a dissatisfied customer is to actively listen and engage with them.

• Ask clarifying questions.
• Stay focused on their needs.
• Empathize with them.

3. Acknowledge their frustration.

The best thing you can do for a dissatisfied customer is acknowledge their frustration and validate their feelings. Empathy is one of the most important customer service skills , and acknowledging their frustration helps them feel heard and appreciated.

4. Reiterate for clarity and understanding.

Show that you were listening by stating their issue back to them. By doing this, you're confirming your understanding and getting approval from the customer.

5. Seek a first-call resolution.

With more contact attempts in pursuit of a solution comes more friction. With more friction comes more frustration.

For a truly stellar customer experience, all effort should be made to completely resolve the issue during the first call. Not only does it increase customer satisfaction, but it also reduces the load on the support team as a whole.

6. Provide a plan of action.

If you're unable to provide a solution on their first call, set expectations for what comes next.

• Will they hear back from you?
• What will you be doing in the meantime? (getting necessary information, etc.)

If you know that their problem is one that has no solution due to limitations of your system or some other reason, acknowledge their frustration and detail what actions you're taking based on their feedback (forwarding their concerns to the appropriate department, escalating the ticket, etc.).

Strive to Delight Customers

In the end, not all customer complaints will be resolved to the customer's satisfaction, and some customers may still walk away upset. However, it's up to you to provide a great experience to reduce these instances where you can.

Editor's note: This post was originally published in July 2019 and has been updated for comprehensiveness.

Net Promoter, Net Promoter System, Net Promoter Score, NPS and the NPS-related emoticons are registered trademarks of Bain & Company, Inc., Fred Reichheld and Satmetrix Systems, Inc.

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