I ran a poll recently, asking my Linkedin connections to identify the top ROI priority for a customer service training programme. Customer retention and reducing complaints both gained a lot of votes. I thought it would be useful to create a top 10 list of customer service issues. I’m sure you will recognise many of them as a customer. I know I do!
But do you recognise any of the top 10 below as a source of customer complaints in your business or organisation?
1. Long wait times: Customers often complain about spending excessive time on hold or waiting for email responses. This can lead to frustration and a negative perception of the company.
2. Difficulty reaching a human representative: Many customers dislike navigating through automated phone systems or chatbots, preferring to speak with a real person for complex issues.
3. Inconsistent information across channels: When customers receive different answers depending on whether they call, email, or use social media, it creates confusion and erodes trust.
4. Lack of knowledge or training among staff: Customer service representatives who are not well-informed about products, services, or company policies may provide incorrect or incomplete information.
5. Unresolved problems after initial contact: When customers have to follow up multiple times on the same issue, it indicates a breakdown in the problem-resolution process.
6. Rude or unhelpful staff: Poor interpersonal skills or a lack of empathy from staff can significantly damage customer relationships and brand perception.
7. Complicated return/refund processes: Unclear or overly bureaucratic procedures for returns or refunds can frustrate customers and discourage future purchases.
8. Billing errors or disputes: Mistakes in charging or difficulty in resolving billing issues quickly can lead to customer dissatisfaction and potential loss of business.
9. Product defects or malfunctions: While not strictly a customer service issue, how companies handle complaints about faulty products is crucial for customer retention.
10. Miscommunication or language barriers: In global markets, language differences can lead to misunderstandings and poor service experiences.
Which of these resonate with you? Either as a customer or within your L&D role where you are designing/delivering programmes to improve customer service?
List complied with the assistance of Claude AI
Numbers 6 and 10 from the above list feature heavily in our customer service programmes. As a business we focus on supporting teams to develop high quality interactions with customers and patients. When we take a look at the complaints data it often points to attitude and communication – easy to get wrong but with the right training support, not difficult to get right.
The user or customer experience is paramount and important to have that data when designing a high impact customer care programme. For large groups our forum theatre workshops are an ideal way to explore customer experience stories. Forum theatre in an interactive and immersive approach to learning which gets results. Get in touch for more information.
I ran a poll recently, asking my Linkedin connections to identify the top ROI priority for a customer service training programme. Customer retention and reducing complaints both gained a lot of votes. I thought it would be useful to create a top 10 list of customer service issues. I’m sure you will recognise many of them as a customer. I know I do!
But do you recognise any of the top 10 below as a source of customer complaints in your business or organisation?
1. Long wait times: Customers often complain about spending excessive time on hold or waiting for email responses. This can lead to frustration and a negative perception of the company.
2. Difficulty reaching a human representative: Many customers dislike navigating through automated phone systems or chatbots, preferring to speak with a real person for complex issues.
3. Inconsistent information across channels: When customers receive different answers depending on whether they call, email, or use social media, it creates confusion and erodes trust.
4. Lack of knowledge or training among staff: Customer service representatives who are not well-informed about products, services, or company policies may provide incorrect or incomplete information.
5. Unresolved problems after initial contact: When customers have to follow up multiple times on the same issue, it indicates a breakdown in the problem-resolution process.
6. Rude or unhelpful staff: Poor interpersonal skills or a lack of empathy from staff can significantly damage customer relationships and brand perception.
7. Complicated return/refund processes: Unclear or overly bureaucratic procedures for returns or refunds can frustrate customers and discourage future purchases.
8. Billing errors or disputes: Mistakes in charging or difficulty in resolving billing issues quickly can lead to customer dissatisfaction and potential loss of business.
9. Product defects or malfunctions: While not strictly a customer service issue, how companies handle complaints about faulty products is crucial for customer retention.
10. Miscommunication or language barriers: In global markets, language differences can lead to misunderstandings and poor service experiences.
Which of these resonate with you? Either as a customer or within your L&D role where you are designing/delivering programmes to improve customer service?
List complied with the assistance of Claude AI
Numbers 6 and 10 from the above list feature heavily in our customer service programmes. As a business we focus on supporting teams to develop high quality interactions with customers and patients. When we take a look at the complaints data it often points to attitude and communication – easy to get wrong but with the right training support, not difficult to get right.
The user or customer experience is paramount and important to have that data when designing a high impact customer care programme. For large groups our forum theatre workshops are an ideal way to explore customer experience stories. Forum theatre in an interactive and immersive approach to learning which gets results. Get in touch for more information.