Customer Complaints: 8 Common Complaints & How to Resolve Them

What are Customer Service and Customer Support?

customer queries

If these issues continue to occur, it may be time to take more severe actions. 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.

customer queries

The most immediate benefit is that it enhances your brand reputation by demonstrating your commitment to customer care in a transparent, public channel. Thank you for your business and for helping us improve our products and services. If you have any further questions or concerns, please don’t hesitate to contact us. To renew, simply login to your account on our website and follow the instructions. If you have any questions or need assistance, please don’t hesitate to reach out to our customer service team. As your customer service representatives interact with the customers, they better understand their needs and expectations, providing a more personalized experience.

Sample Email Responding to a Complaint

To make sure the entire process runs smoothly, we might need more info on the product you wish to exchange, such as color or size, to ensure that we send the correct item. We received your request to cancel your order for [Product name] and issue a refund. We are currently handling a large volume of orders, but our team is working to resolve the issue as quickly as possible. If you’re interested in renewing, we’d be more than happy to offer you a discount or any other incentives that may help. We wanted to reach out and let you know that there will be a pricing increase for our services starting [date].

customer queries

It is important to keep a track of the type of customer service that is trending and try to adopt the same in your business, if relevant. There are many factors that you must consider when choosing the type of customer service for your business. But one issue that this type of customer service has is the lack of human touch. Most apps now have in-built chatbots which customers can use to get answers to some of the most common queries.

Agents aren’t friendly or polite

You might be surprised, but there is one solution to all the problems stated above to improve customer response rate. A knowledge management system is a perfect solution to overcome problems just a few days after implementation. Unlike the older ones, the new generation of customers seems to have no time. They would most likely google answers in this running race of a life they face. The customer not understanding the explanation of at least 3 goals is not beneficial to both parties; it is taking up the customer’s time. Doyoueven has a website that offers a helpful section that makes it easy for customers to find a quick answer.

We are doing our best to help you receive your item as soon as possible. If you have any questions or concerns about the delivery, please don’t hesitate to contact us. We have made a number of investments to improve our services and offer new features, and this increase will help us continue to provide you with the best possible experience.

Well, research has shown that 63% of leads don’t respond within an hour. All tickets that match this priority will move to the top of the queue. Alternatively, you can find all prioritized tickets using the search function (as shown below). When a new email is received, it should go through a ‘triage’ system – just like a patient would in a hospital emergency room. You can assess an email based on its subject or theme and assign it a tag accordingly. If you’re not a SuperOffice customer, then here’s how you can calculate your average FRT.

customer queries

If customer issues are not understood properly, then relevant resolution cannot be provided. Companies must realize that business is always a relationship and not a transaction. Competitors are always ready to step in and acquire your customer and eat away your marker share. Thus providing better than industry standard customer service is as important as making a sale. Following up on a customer complaint can be a great way to engage with your audience and show that you care.

Customer service and support teams incorporate various tools to operate efficiently. Depending on the organization’s goals and offerings, it may employ different types of customer service and support. Agents may fall back on sending issues up the chain too often, causing bottlenecks and delaying resolutions.

Renewing your subscription ensures that you’ll continue to receive the [products/services] and support you need to achieve your goals. This soft launch is an exciting opportunity for us to gather feedback from our most loyal customers, and we would greatly appreciate your thoughts and comments on our new product. Your feedback will help us improve our products and services to better meet your needs.

It’s worth reminding, but if a customer leaves you, you lose business. So, don’t be afraid to escalate reoccurring complaints to top management in order to get them resolved quickly. The next time you receive a complaint, use the following 5 step check list in order to respond, resolve and keep your customer happy. If you want to provide a consistent, satisfactory experience with your customers, establishing formal guidelines and policies helps to log, investigate and resolve any customer dissatisfaction and problems. Furthermore, research finds that customers’ whose complaints are handled quickly can often turn into loyal customers and even brand advocates.

According to our CX Trends Report, 3 in 4 individuals say a poor interaction with a business can ruin their day. Make sure your support agents are the solution to their problems, not the cause. 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. Our team strives to respond to every email request within during the week, but we have limited availability on the weekend.

Furthermore, recording customer complaints can help to improve your reputation, image, and gain a competitive edge in the market. Lastly, it can provide an opportunity to learn from mistakes and failures in order to innovate and grow your business. Set expectations on waiting times, especially for longer-than-normal periods such as during sales or holiday seasons. Ecommerce businesses can also do well to prepare their number of customer support agents rostered by forecasting using this free calculator. So it’s easy to understand why Hyundai USA makes a point of quickly responding to queries, complaints, and even negative comments posted on social media.

We have received your inquiry about the delivery status of your order for [Product name]. According to our records, the item was delivered on [delivery customer queries date], but it seems you have not received it yet. We understand the frustration this may cause, and we apologize for the inconvenience.

Make sure you do this in a non-demeaning way, but rather state your intent. Very simply, after all has been discussed, ask your customer if they have understood how you can help them or for that matter, how you are unable to do anything else to accommodate them. Listening to your customer complain may not be your ideal scenario, but try your best to really hear what they are saying. Maybe – but hopefully not – they are upset about a specific employee they encountered while working with your business. Whatever the “real reason” it is they are complaining, acknowledge it and ensure you heard what they said.

Customers expect that the product they saw advertised on your website aligns with what they receive. According to Statista, 77 percent of consumers feel that a “great product or service” is crucial for brand loyalty. This means poor product or service quality can result in increased customer complaints and lost business. If you have any questions or concerns, please don’t hesitate to reach out to our customer service team. Complaints provide feedback from unhappy customers about what’s not working. They highlight areas that need improvement, help identify gaps in your company’s product or service, and present opportunities to enhance customer satisfaction.

Whether you’re utilizing automation to streamline CX operations or data analytics to resolve issues proactively, we provide the features you need to deliver outstanding experiences time after time. Not all social media customer service examples are about responding to complaints and negativity, sometimes your brand just has a lot of fans with a lot of feedback. Vans is a sneaker company with a pretty big cult following, and those fans are always keen to let the company know how they feel about the latest designs on its social media channels. Make sure that each of your agents is well-trained in how to listen to customers with empathy, apologize when needed, and take accountability for problems that have occurred. Train your customer support team on recognizing the various types of difficult customers they may come across and how to respond according to each one’s communication style.

There are numerous instances where customer queries can be efficiently resolved through self-service options like how-to guides and instructional videos. These resources empower customers to find solutions independently, without waiting for a response from customer service representatives. In terms of training customer service teams, successful companies often invest in comprehensive programs that focus on developing empathy, problem-solving skills, and product knowledge. It’s reactive, and no matter how good your product or service is, it’s impossible to please all of your customers. After listening to a customer’s complaint, make sure to ask any relevant questions in order to better understand the situation.

The faster you find a reasonable solution that everyone can agree on, the happier your customer will be and you get to breathe a sigh of relief. After you’ve heard them out, acknowledge the problem and repeat it back to the customer. Paraphrasing what your customer has said and repeating it back to them lets them know that you listened and that you understand what the problem is. Sometimes people indeed complain just because they are having a bad day, but keep in mind that we all have bad days and you never know what is going on in that person’s life. Frequently, if a customer comes to you with a problem, it means that they want to be heard. Even if the complaint seems trivial to you, it clearly has some significance to them because they are taking their time to reach out to you.

Enhance your customer service by understanding how your customers are feeling about their experiences. Get started quickly with SurveyMonkey’s expert-written customer satisfaction templates and solutions. One thing that stops the average brick-and-mortar retailer from seeing the best possible results is a litany of customer complaints that seemingly occur repeatedly. The average unhappy customer tells 9-15 people about their negative experience. It showed you what is being purchased, how long customers wait for certain products or services, and how fast transaction times are.

According to a report published on Statista, the global customer satisfaction rate with live chat stood at 83.04% in 2019. Once you’ve collected customer feedback, it’s ineffective unless you act on it. Implementing customer feedback, in addition to benefiting your business, will also give customers the assurance that you value their word. Great customer success managers continuously work towards helping customers achieve their business goals. Consequently, they help build a community of committed and loyal brand ambassadors who in the long run are huge drivers of business growth – through positive word-of-mouth.

customer queries

That’s an important service, and the company’s customers depend on it to work perfectly every time. We have received your request to return/refund your recent purchase of [product name]. We understand that the product did not meet your expectations, and we apologize for the inconvenience. Thank you for your patience and understanding, and please don’t hesitate to contact us if you have any further questions or concerns. We’d love to understand the situation better and find a resolution for you as soon as possible. If you have any questions or concerns, please don’t hesitate to contact us.

Providing the customer with an effective solution can make them even more loyal than they were before. Additionally, receiving negative feedback from customers can help you identify the root cause of the problem and find ways to improve your business going forward. Whatever system you use, the key is to make it easy to capture meaningful complaints and track the volume of customers who are bringing up similar or identical issues. Asking the right questions helps you get to the root of the complaint, figure out if there’s a way to resolve the issue, and determine if the complaint contains genuinely useful feedback. The only way to find out is to give credence to customer complaints to determine if they contain genuinely useful feedback. It’s also important to communicate the expected timeline for resolution, the steps you’ll take, and anything else the customer needs to know.

How to Respond to Customer Complaints

While most organizations promise a hour window to respond to customers, customers today expect and value faster turnaround time. Without thorough knowledge about your product(s) and company, your customer service team won’t be able to respond to customer queries with clarity. The team must know the purchase process, product features, updates and specifications, company policies, etc. They expect their customer service interactions to be tailored and personalized.

It’s up to customer support teams to prioritize each case according to the immediate need of each issue and the order in which you received their ticket. The other benefit of providing exceptional customer service is building brand equity. Brand equity allows you to sell products and services at a premium since you have already proven your business can meet customers’ needs successfully. Bottom line, your customer service team is often the face of your company, and customer experience (CX) will be defined by the skill and quality of the support they receive. With a virtual queue management system, businesses can allow their customers to enter lines remotely and wait from wherever they want until it is their turn. This removes in-store congestion and gives customers more choice in the line process.

After he was able to calm down, he explained to her how his wife was battling stage 4 cancer. My support agent empathized with him over the phone and shared a personal story of her own and continued to answer his questions. We all have our own personal examples of great customer support experiences – and not-so-great ones too, unfortunately. Social messaging options like WhatsApp, Instagram, and Facebook Messenger enable businesses to meet customers on the same channels customers are already using in their personal lives.

customer queries

Follow up, either with an automated survey or a phone call, to ensure customer satisfaction and get a better understanding of their experience. You can use a customer satisfaction survey (CSAT) to get a numerical rating of the customer’s satisfaction with various elements of his support experience. Remind your team that an important part of communication is listening rather than continually speaking. Listening to customers will help them understand the issue at hand and what the customer’s expectation is for a resolution, showing them how to maximize customer satisfaction. Occasionally, resolutions are stalled because agents don’t listen to customers or what they really want. Encourage your team to listen actively so they can identify exactly what will lead to customer satisfaction.

This turned some physical stores into fulfillment centers that met customer orders while still allowing for an in-store shopping experience. But many customers still complained of negative experiences, particularly while transitioning from online to the physical store. Bad customer experience at any point in the customer journey can absolutely ruin the relationship between the client and the business. The service team should be aligned with the needs and desires of the customers throughout their lifecycle.

If you haven’t implemented customer surveys, a good way to start is by sending out a basic CSAT survey at the end of every interaction customers have with your brand. Over time, you can start sending across questionnaires that offer room for more open ended responses. Hiver, a Gmail-based helpdesk solution, allows customer support teams to handle huge volumes of support queries in an efficient, transparent and human way. Excellent customer support and service are at the heart of great customer experiences. Companies that invest time and effort in enhancing their customer service are better positioned to foster a customer-focused culture across the organization. Companies whose customer service representatives go that extra mile in assisting and surprising their customers with top-notch experiences are the ones that stand out.

Lost or late orders are a frequent ecommerce customer complaint, especially on urgent or time-sensitive orders. We apologize for any inconvenience this may cause, and we encourage you to refer to our return policy on our website for further information. If there is anything we can do to help you find a product that better suits your needs, please don’t hesitate to contact us.

Customer service agents help customers pay bills, review or make changes to accounts, handle returns and answer frequently asked questions. Empathy is one of the most essential qualities of successful customer service teams. It refers to the ability to develop an emotional bond with customers by understanding their needs, issues, and expectations, and delivering solutions that are in their best interests. Creating a comprehensive self-service knowledge base helps customers find quick solutions to their own problems and goes a long way in improving customer experience. Building a knowledge base is a time-intensive process, but it comes with several benefits.

  • Let’s look at 7 specific strategies that help to improve a customer’s experience.
  • If your team works in a call center, Average Time on Hold (ATH) is one of your most important call center metrics.
  • For example, if 100 customers complain about having damaged shipments, maybe you should look into your warehouse or shipping centers.
  • Companies must remember that great customer support and service, and eventually, customer success is a constant work-in-progress.

You can foun additiona information about ai customer service and artificial intelligence and NLP. Use clear and concise language to explain your solution to the customer.4. Stay calm and remain professional even in the face of difficult or angry customers.5. Be patient and don’t rush the customer through the process, even if it takes longer than expected.6. Follow up with the customer to ensure their issue has been resolved to their satisfaction.

  • This is universally loathed by customers, and these long physical lines are exclusive to brick-and-mortar stores.
  • Furthermore, research finds that customers’ whose complaints are handled quickly can often turn into loyal customers and even brand advocates.
  • One is that there is only one platform for all the information needed, so there is no time wasted quickly answering the customer’s questions.
  • After all, the information that feedback contains can radically improve your customer experience.

Long wait times could prompt your customers to take their business elsewhere if left unresolved. This feedback is invaluable, as it guides you to make necessary changes that enhance your products or services and increase customer satisfaction. 93 percent of customers will spend more with companies that offer their preferred option to reach customer service. Channel preference can vary based on issue type so companies will want to provide customers with a choice of channels. But as traditional “support” functions become more integrated with other channels and business processes, organizations are changing how they measure success.

Conversations in Collaboration:’s Raghu Ravinutala on Automating Customer Service to Generate Real Cost … – No Jitter

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If you have any further questions or concerns, please don’t hesitate to reach out to me directly. We value your business and want to make sure that you are completely satisfied with our services. I wanted to follow up on the service request you submitted on [date]. I understand that you were experiencing [issue], and I wanted to ensure that everything was resolved to your satisfaction. At [Company], we’re always looking for ways to improve our products and services, and your feedback is incredibly valuable to us.

They can reduce the need for long physical lineups, minimize congestion, and generally run a more efficient business. In a post-pandemic reality, where many are still struggling to re-acclimate to in-person shopping, a virtual solution conducive to social distancing goes a long way. To accommodate the digital preferences of younger consumers, retailers should focus on expanding their communication options. Retail software like QLess can go a long way in this regard by providing stores and customers with a solution that offers bi-directional communication. Customers can message staff for updates and information, and staff can answer back. It is commonly discussed that online sales are cutting into the sales of brick-and-mortar stores.

Please follow the link below to access the exclusive soft launch and enjoy the new product. Thank you for your continued support and for considering our request for a referral. Please let us know if you have any questions or if there is anything we can do to assist you.

Your feedback is incredibly important to us and will help us improve our product, to better serve you in the future. Address this by closely monitoring your inventory and service bookings – anticipate demand and plan accordingly to prevent shortages. In cases where shortages can’t be avoided, communicate this proactively to customers and offer alternatives if possible. Customers can complain if you don’t inform them of updates that can affect their interaction with your business. This can range from a change in pricing, updates to your terms of service to a delay in their order delivery.

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