Master Customer Service: Understand and Resolve Complaints Effectively

The Importance of Addressing Customer Complaints

No business can function without fixing common issues, otherwise their customer base will grow smaller every day. No matter how good your product or service, or how highly functional your business is, customers will eventually hit a bump in the road that requires support from your CX team. 

They’re the end users of your product: they provide accurate feedback to improve your processes and offer better customer experiences, which results in better long-term sustainability. 

We’ve put together a guide to the most common complaint types, practical solutions to overcome them, and how inbound contact center software can help streamline the process. Let’s dive in. 

Why Customers Complain

Customers are paying for your product or service, which means they expect a certain level of quality from your business and customer service team. If they feel their needs aren’t being met, they’ll let you know. And there are a different reasons why they might:  

Unmet expectations

False advertisement is one of the most frustrating things a business can do. If customers buy a product or service that doesn’t align with what was advertised to them, they’ll often lodge complaints which can damage your reputation. Whether you’re overpromising features and benefits, or underdelivering on quality, customers will let you know if it’s not what they were promised. 

Poor communication

Nothing erodes trust like inconsistency and miscommunication. Issues like failing to deliver clear and timely updates about service disruptions or limited customer service hours, or delayed responses and unclear policies can result in customers voicing their dissatisfaction. 

Product or service issues

Probably the most common reason that customers reach out for help is that their product or service isn’t functioning as it’s supposed to. Whether it’s a defective product, a delivery delay, or simply a failure to meet expectations, reliability and quality are essential for keeping customers happy. And if these aren’t provided, you can expect their frustrations in the form of complaints. 

Common Types of Customer Complaints

Product quality issues

Product issues come in many shapes and sizes, but the most common tend to be: 

1. The item arrived damaged: For example, “The package was dented, and the product inside is broken.”
2. The product doesn’t work as expected: For example, “It turns on, but some features are working properly.”
3. The product is defective: For example, “It stopped working after just one use.”
4. The quality isn’t what was advertised: For example, “The material feels cheap, but it was advertised as premium quality.’ 
5. The item doesn’t match the description: For example, “It was advertised as metal, but it’s made of plastic.”

Solution

Addressing product quality issues as quickly as possible is critical for maintaining customer trust and satisfaction. When customers encounter problems with your product, start by offering practical solutions: replace the item or issue a full refund to show that you’re committed to making things right. 

Beyond the immediate fix, hone in on preventing recurring problems: implement quality control checks at every stage of manufacturing and shipping. And use customer feedback to your advantage – customers are huge assets for getting direct insights into where things are going wrong. That way, you can resolve current complaints while strengthening your reputation and customer relationships.

Delayed delivery

Deliveries can be held up for a number of reasons, such as:

1. The package is late: For example, “I was told my order would arrive two days ago, and it’s still not here.” 
2. The order was never delivered: For example, “It’s been over a week and I still haven’t received the package I ordered.”
3. The tracking information hasn’t been updated: “The tracking number shows no updates since it shipped and I have no idea where my package is.”
4. The package is marked as delivered but it hasn’t arrived: For example, “The tracking information says it was delivered yesterday, but I haven’t received it.”
5. The package is stuck in transit: For example, “The tracking shows my order has been sitting in the same location for multiple days.”

Solution

Delivery delays are always frustrating, for both customers and businesses alike. But offering proactive solutions is the key to preventing major dissatisfaction. Keep your communication clear and frequent – provide tracking updates at every stage of the delivery process, notifying customers straight away if there are any delays. 

Preventing the issues in the first place is the right way to go – partner with reliable logistics providers who consistently deliver on time and have a proven track record. Keep on top of your shipping processes and partnerships so you can fix any weak points before they become big problems. Doing so will help minimize delays and build better trust with customers who will see you as a reliable source of their products and services. 

Poor customer service

Bad customer service can bring any business down. The biggest downfalls of CX are usually the following:

1. The support team isn’t helpful: For example, “I explained my issue clearly, but the agent didn’t offer any useful solutions.”
2. The agent was rude: For example, “The representative was dismissive and condescending.”
3. No one responded: For example, “I sent an email to customer service three days ago and never received a response.”
4. The hold time was excessive: For example, “I waited on hold for an hour only to be disconnected.”
5. The customer was transferred to multiple departments: For example, “I had to explain my problem to three different agents, and none of them took responsibility for solving it.”

Solution

Addressing poor customer service starts with your team. Figure out why they’re struggling to give exceptional service: are they lacking certain training, or are the tools outdated and causing problems? Find the root cause and offer additional training on active listening and issue resolution, or have a look at outdated systems and see where they could be improved. 

Investing in your team’s skills and holding them accountable means you can create a more positive customer experience that results in long-term loyalty. Customers respect businesses that respect them in return; always prioritize positive and meaningful interactions with your customer base. 

Billing errors

While bills are often automated, they’re still not immune to the occasional error, such as: 

1. The customer was overcharged: For example, “The amount I paid is higher than what I was told it would be.”
2. The payment was charged multiple times: For example, “My card was charged twice for the same transaction.”
3. The refund hasn’t been processed: For example, “I was promised a refund two weeks ago but I still haven’t received it.”
4. The promotional price wasn’t applied: For example, “I used a discount code, but I was still charged full price.”
5. The customer was charged for something they didn’t buy: For example, “There’s a charge on my account for a product I never ordered.”

Solution

Billing errors are among the most frustrating and concerning issues for customers. Customers don’t want to feel like they’ve paid more than they were promised, which means that addressing any problems as quickly as possible can turn negative experiences into positive ones. Apologize sincerely for the trouble, resolve the issue as quickly as possible, and implement measures to prevent it from happening again in the future. 

Automating certain processes, conducting regular audits, and keeping up clear communication between employees and customers can cut down hugely on errors. Plus, proper handling of billing complaints says a lot about your company’s professionalism, which ultimately boosts trust and loyalty with customers. 

Unclear policies

Poor communication is often the culprit for unclear policies, which makes it one of the easier issues to rectify. The most common complaints are:

1. Unclear return policy: For example, “I didn’t know that I had to return the item within 14 days to get a refund.”
2. Confusing cancellation process: For example, “I tried to cancel my subscription, but I couldn’t figure out how to do it online.’
3. Uncommunicated warranty limitations: For example, “I didn’t realize the warranty only covered certain types of damage.”
4. Hidden subscription renewal terms: For example, “I didn’t know my subscription would automatically renew without a reminder.” 
5. The payment terms weren’t properly explained: For example, “I didn’t realise there was a penalty for late payment.” 

Solution

Unclear policies are easily resolved with one simple solution: improved communication. Keep it simple – clearly communicate with customers at every touchpoint about returns policies, cancellations, fees, and anything else that could negatively impact the customer. Make sure this information is readily available and easily understandable. Customers want transparency; reduce misunderstandings by being open and honest from the get-go. 

Lack of Follow-Up

The end goal of any business is to generate sales, but the transaction doesn’t end once the customer hits ‘buy.’ Common complaints often stem from poor communication post-purchase, such as: 

1. Unresolved issues: For example, ‘I’ve been waiting for a resolution, but no one has provided an update on my order status.”
2. Customer chasing updates: For example, “I’ve been calling and emailing for days just to get an update on my case.”
3. Customer service never followed up as promised: For example, “I was told I’d get a call back within 24 hours, but it’s been days and I’ve heard nothing.”
4. Customers feeling ignored: For example, “I submitted a complaint, but it’s been weeks and no one has acknowledged it or reached out to me.”
5. No answers being provided: For example, “I keep asking for help with my issue, but no one will give me clear answers.” 

Solution

Preventing complaints about lack of follow-ups comes down to simply implementing systems that guarantee timely responses. Automated tools are a foolproof way to avoid missed responses: they can be used to send acknowledgements, set reminders, and trigger auto-emails to make sure no customer complaint goes unseen. 

It’s also important to establish clear expectations on response times. If you’re experiencing high call volumes or it’s a particularly busy time of year, let your customers know; they’ll appreciate your honesty, and manage their expectations accordingly. 

Overwhelmed support channels

Everyone’s a victim when call volumes are too high; employees and customers alike. It can lead to many complaints, such as: 

1. Impossible to reach the support team: For example, “I’ve been trying to get in touch with customer service for days, but no one picks up.” 
2. Can’t get through: For example, “I called multiple times and kept getting disconnected or left on hold.”
3. The live chat is always busy: For example, “Every time I try to start a chat session, the support team is unavailable.” 
4. Ridiculous wait times: For example, “I was told the wait time was three hours when I first called.”
5. Support responses are too slow: For example, “I spent over an hour in a chat session with an agent because it took them so long to respond to each message.” 

Solution

While dealing with high call volumes can seem as overwhelming as the sheer volume of calls themselves, addressing complaints about overwhelmed support channels is essential for dealing with high-demand periods. Make sure your team is sufficiently staffed during times like holidays and product launches so they’re well prepared for increased volumes. 

Consider bringing in chatbots or self-service menu options to enable customers to solve their own problems without human intervention, cutting down on wait times and queue volume. Chatbots can answer FAQs and help with basic account queries or troubleshooting, which significantly eases the pressure on your support team. 

The Role of Inbound Contact Center Software in Resolving Complaints

How inbound contact center software enhances complaint resolution

Streamlined communication

Modern contact center software brings all communication channels together with Omnichannel support, which ensures that no customer query falls through the cracks. Agents can respond to queries quickly, regardless of the medium the customer contacts through. Omnichannel not only saves time for agents, it allows them to focus on resolving complaints efficiently with all the necessary information at their fingertips. 

Prioritized ticketing

Not every customer complaint is equal in urgency, and inbound contact center software makes it easier to prioritize the truly important ones. Inbound contact center software automatically routes tickets to the right agents based on predetermined criteria like urgency, issue type, or customer status, allowing more critical issues to be handled by the more experienced agents. This ultimately reduces wait times and improves resolution rates, while boating customer experience and satisfaction. 

Comprehensive customer profiles

A big challenge in complaint resolution is getting to the core of the customer’s issue and understanding it from their point of view. Inbound software lets agents see detailed customer profiles that include purchase and interaction history, buyer preferences and any other relevant data that can help with resolving their problem. Agents can offer more tailored solutions that make the customer feel valued and understood, while improving loyalty and trust with customers. 

Real-time reporting and insights

To resolve a complaint effectively, agents need to understand patterns and be able to address root causes. Real-time reporting allows businesses to monitor these trends live, identify recurring issues, and measure agent performance. Managers can fix problems immediately and gather insights to proactively improve processes and enhance the customer experience. 

How Voiso can help

Tools like Voiso’s Inbound Contact Center Software exemplify the benefits of all of the above. With unified communication channels, prioritized ticketing, and top-tier automation tools that provide detailed customer insights and enable businesses to handle complaints precisely and quickly. With Voiso, agents can resolve issues faster and build stronger relationships with customers.

Tips for Handling Customer Complaints Effectively

Listen actively

There’s nothing worse for a customer than speaking to an agent that isn’t listening to their issue. Active listening means understanding the customer on a deeper level, and expressing concern and empathy for their problem before responding. 

Empathize and apologize

Repeating the customer’s words, mirroring their tone, and empathizing with their trouble can go a long way in making them feel more valued. Acknowledge the issue they’re experiencing and offer a sincere apology for the inconvenience, while trying your best to resolve it as efficiently as possible. 

Provide timely solutions

Customers don’t want to spend hours or days waiting for a resolution to their problem. Being able to quickly find a solution is the mark of a strong customer service team, as it prevents escalations and keeps customers satisfied, happy, and feeling valued. 

Follow up

Resolving the complaint is the first step, but making sure the issue stays resolved is just as important. Once the problem is solved, check in with the customer afterwards to ensure they’re satisfied with the solution they’ve received. If not, see what else you can do to improve their satisfaction. 

Learn and improve

Complaints are an excellent form of direct customer feedback. They let you know where your business is falling short, and where you can improve. Use complaints to enhance your processes, products, and services, and allow them to guide any additional training that agents might need. 

FAQs

Why do customers complain the most?

More often than not, customers complain when their expectations aren’t met, whether it’s poor product quality, delivery delays, unclear policies, or unresponsive customer service. 

What’s the best way to handle an angry customer?

First and foremost, staying calm is the most important thing. Actively listen to the customer, empathize with their frustration and acknowledge the issue, then apologize sincerely and offer a clear and actionable solution to resolve the problem. 

How can technology help reduce complaints?

Technology, like inbound contact center software, streamlines communication by prioritizing urgent issues and providing agents with detailed customer insights that can guide performance. It’s highly effective in enhancing complaint resolution, making it faster and more effective. 

What industries face the most customer complaints?

Every industry is different, which means complaints vary depending on many factors. But more often than not, industries like retail, telecommunications, airlines, and utilities often get high complaint volumes due to the complexity of their services and high customer expectations. 

Conclusion

Managing customer complaints effectively is the key to building trust and loyalty. Without it, customers simply wouldn’t bother returning to your business, leading them to competitors instead. Understanding common complaints, like product issues, delayed deliveries, or poor service, and addressing them proactively turns challenges into growth opportunities. 

Inbound contact center software is invaluable in streamlining the whole complaint process with unified communication, prioritized ticketing, and real-time insights to boost customer satisfaction. To make your complaint management process better, consider tools like Voiso’s Inbound Contact Center Software to give your customers the exceptional service they deserve. 

Talk to us today to find out how we can help.