SMART Service Desk Asks Why Do Your Customers Complain

The Internet has become a very big part of our lives and now users prefer to use social media to complain publicly about services, products or businesses that they feel have missed the mark. 

Studies have shown that 88% of consumers are less likely to buy from companies who leave complaints unanswered. But what about those customers who just did not complain and went away silently? These will be forever lost for a company and will never come back. To prevent customers from switching to competitors businesses should pay more attention to their complaints and address them in a timely manner.

However, this, in itself, may not be enough. Complaints can be the greatest source of learning, they show us where we fail and where and how we should and can improve. What follows are some of the
 most common reasons why customers are unsatisfied.

Poor Customer Service

This should come as no surprise. When customer service representatives are not trained properly or don’t have the proper software support and keep customers waiting for a long time and do not resolve issues, this is poor customer service. It is very irritating to see a CSR efforts in resolving your issue and at the end having a simple question unanswered, or worse yet, no solution provided. In addition to this, when customers always hear only your voice menu, see offline live chat button and wait about a week for an email reply, they will definitely start complaining. And be sure, they will not complain to your staff, they will turn to social media because they want to be heard.

Being Bounced From One CSR to Another

Poor staff training and improper software can lead to calls or online chats being transferred from one agent to another. And there is nothing more irritating than having to tell your story again and again. As you can see a human side of your business can sometimes generate more complaints than your operational side.

Not Keeping Your Promises

If your representative makes a promise, make sure you live up to it. Some promises sound great but if they have not been kept this will lead to additional complaints, distrust and switching to competitors. Will you order again from a company which did not deliver in time as promised? I think we all know the answer....

Are you looking for customer service solutions to help you deal with customer interaction? SMART Service Desk IT Service Management Software is your answer. We know that your satisfied customers will return again and again. Let us help you increase productivity, reduce operations cost and improve customer experience with our ITIL compliant solutions. No matter the size of your business we have your customer retention solutions.

SMART Service Desk
600 West Ray Road
Suite D-3
Chandler Arizona 85225
602-235-0975
info@smartservicedesk.com
http://smartservicedesk.com