When you think about it, businesses have one big goal: to make their customers happy. Why? Because without clients, there's no business. It's as simple as that. And if businesses can't keep their customers smiling, customers will simply go elsewhere.
Of course, no singular product or service is perfect. As a result, there are bound to be a few gripes now and then. In fact, there are a small handful of common customer complaints. Sure, some complaints might be unique, needing a deep dive to find a solution. But mostly, the customer complaints filtered through help desks are ones we've all heard before.
In this guide, we start by breaking down the three main types of common customer complaints. We'll also cover what customers are often upset about and offer tips on how to fix these problems.
Plus, we'll throw in some handy response templates you can tweak for your customer service chats. Ready to turn those frowns upside down?
Three Main Types of Common Customer Complaints
Customers might run into various issues, but most problems usually fall into one of these three categories:
- Complaints About Time
- Complaints About the Company
- Complaints About the Product or Service
Let’s discuss these common customer complaints in more detail, shall we?
Complaints About Time
Complaints about time usually happen when something doesn't occur as quickly as the customer had hoped. To address these complaints effectively, be clear about timelines and what the customer can expect.
Customers who have issues with timing want two things: to be heard and to receive reassurance. Providing them with clear timelines and outlining the steps can offer that reassurance. Admitting to any delays also shows you understand and share their concerns because time is precious, and once it's gone, we can't get it back.
Common Customer Complaints About the Company
These complaints focus on how your business works or specific interactions with your company. This could be feedback from a customer who had a poor experience with a team member or someone who disagrees with a company policy.
For these complaints, recognition of the issue is the first step. If it's about a team member, let the customer know you will follow up on the matter or escalate it as needed. If it's about a policy, explaining the rationale behind it can assist in providing clarity.
Complaints About the Product or Service
Most complaints will be directly related to your products or services. These might involve missing features, service issues, bug reports, and similar concerns. When facing these complaints, offering solutions, alternatives, or workarounds is beneficial. Sometimes, suggesting another provider can even strengthen trust with your customers if you are unable to meet their needs.
Further, keeping track of these complaints is valuable for understanding where to focus future improvements. Tools like FreeScout let you tag and analyze these issues, offering insights into what customers frequently bring up. This data can highlight valuable areas for investment or improvement in your offerings.
So you see, there are easy solutions to these common customer complaints. Especially when incorporating some of the best practices we mention below.
Best Practices for Handling Common Customer Complaints
Navigating customer complaints effectively is crucial for maintaining trust and loyalty. Prioritize understanding and empathy, ensure your responses are clear and solution-oriented and always follow through on promises. Utilize technology to streamline processes, but remember the human touch is irreplaceable. Although each complaint is unique, some golden rules apply across the board.
- Listen and Validate
First off, people want to feel heard. Simply acknowledging the problem tells your customer, "I see you, and I care." Even if it's not your fault, recognizing the issue can keep the peace.
- Be Honest
Breaking bad news is tough, but beating around the bush doesn't help in the long haul. It might be tempting to stretch the truth to avoid upset feelings. Always be clear about what you can (and can't) do. Misleading someone or prolonging the issue can leave a sour taste.
- Find a Fix
Sure, you might not always deliver exactly what the customer wants, but there's almost always something you can do. Focus on the possible, not the impossible. Offering even a small solution demonstrates your effort and care.
By adopting these best practices, you'll not only resolve issues efficiently but, also transform challenges into opportunities for growth and improved customer satisfaction. Keep learning from each interaction, and continuously refine your approach to keep your service at its best.
Common Customer Complaint Examples & Solutions
There are eight typical customer grievances. We are going to discuss them in more detail in a moment. But know that each of the examples below is purposely paired with sample emails for addressing the issue head-on.
These templates are designed for versatility, requiring minimal tweaks to suit most team needs. So we invite you to save and use them as needed.
1. Issues with Products or Services
A frequent customer grievance centers on products or services not meeting expectations or arriving damaged. Typically, these grievances arise from a product not working as anticipated or sustaining damage during transit.
Responding effectively involves communicating to the customer your empathy and the plan to resolve the issue, including any specific actions you'll take. Providing estimated timelines enhances the response, but it's crucial to only commit to deadlines you're confident you can achieve.
An email reply for a damaged item might be structured as follows:
Hello [Customer Name],
We're sorry to hear about your issue. Despite our careful packaging, mishaps can occur during shipping. We're arranging for a replacement to be sent to you free of charge ASAP. Please return the original item using the attached prepaid shipping label.
We've initiated your replacement request, aiming to dispatch it within [X] days. It should reach you by [X], provided you return the original within [X] days to avoid additional charges.
We apologize for any inconvenience and are here for any further assistance.
Best regards,
[Agent Name]
2. Delayed Response Times
The frustration of awaiting a response is another one of the common customer complaints, further exacerbated by increasing customer expectations for quick replies. Customers often find waiting for a response to their concerns incredibly frustrating, a sentiment that has grown as expectations for swift replies have increased over time. A particular study revealed that 31% of customers now anticipate a reply within one hour.
Solutions like FreeScout's pre-made replies enable support agents to address common inquiries swiftly. Similarly, automation tools can expedite the response process by efficiently distributing requests to appropriate teams and agents. Moreover, setting up autoresponders to guide users towards self-help options like FAQs or knowledge bases can empower them to solve issues independently.
A potential message leveraging these tools might be crafted as follows:
Dear [Customer Name],
Thank you for reaching out. We aim to reply to all emails within [X] during business days, with reduced availability on weekends. For quicker assistance, please explore [alternative contact options] or our knowledge base and FAQ page [link].
We'll be in touch shortly.
Best wishes,
[Agent Name]
3. Insufficient Support Resources
Today's customers often prefer to solve issues on their own, with approximately 70% attempting to find solutions independently before reaching out for support. The inability to locate needed information can lead to significant frustration.
In such instances, guiding customers toward the appropriate resources is key. If no such resource exists, consider crafting a concise tutorial using screenshots or video tools like Loom, which not only resolves the immediate issue but, also enriches your support library. Additionally, ensuring customers of various contact methods for future support needs is another smart play.
A message addressing this need could be structured as follows:
Hello [Customer Name],
I'm here to assist with [X issue]. Although we lack specific documentation, I've compiled a quick guide for you [insert guide].
Feel free to reach out through this thread or via [X channels] for future support needs.
Best regards,
[Agent Name]
Or:
Hello [Customer Name],
I'm sorry you've had trouble finding information. Here's a helpful guide on [link to documentation]. If you have further questions or need clarification, just let me know.
Kind regards,
[Agent Name]
4. Repeating Information
Constantly being shuffled between agents and repeating the same issue is universally frustrating, contributing to 72% of customers citing it as a sign of poor customer service.
To avoid this, proactive measures are essential. Many help desks, such as FreeScout, offer features like AI-generated summaries and the ability to attach notes to conversations. This ensures that if a case changes hands, the new agent is fully informed.
When assuming responsibility for an existing case, it's beneficial to acknowledge your understanding of the issue to the customer. Requesting confirmation on the details before proposing a solution guarantees that your response addresses the heart of the problem effectively.
A well-executed transition might be structured as follows:
Hi [Name],
I'm [Agent Name], taking over your case. I understand you've encountered [issue summary]. I want to confirm the details to ensure we address your concern efficiently.
Looking forward to your confirmation,
[Agent Name]
5. Trouble Connecting with Live Support
While customers appreciate the autonomy provided by self-help options like FAQs and knowledge bases, the need for direct interaction with live agents remains, especially when dealing with complex issues. Unfortunately, navigating extensive automated phone systems to reach a human agent can sour the customer experience, potentially leading to complaints.
In responding to such feedback, it's crucial to express empathy and understand the customer's frustration. Inform them about the availability of live support channels, including how and when these services can be accessed, such as specific operational hours.
With the evolving landscape of customer support, many organizations are moving towards live chat services, which require fewer resources than traditional phone support and are highly favored by younger demographics like millennials. This preference suggests that investing in live chat not only addresses current grievances but, also aligns with the support expectations of a significant customer segment.
When addressing concerns regarding access to live support, consider drafting a response along these lines:
Dear [Customer Name],
We apologize for the difficulties in reaching us. Our live support is available via [channel] on [days and hours]. Outside these hours, [alternative channel] is the quickest way to get assistance.
We regret any inconvenience caused and are here to help with any further needs.
Sincerely,
[Agent Name]
6. Negative Experiences with Agents
While it's rarely intentional, there are occasions when customers may have less than satisfactory interactions with support agents, often due to misunderstandings. The adage "perception is reality" holds in customer service.
Upon receiving such feedback, it's crucial to communicate to the customer that their concerns are being considered with the utmost seriousness. Acknowledge their experience and assure them steps are being taken to prevent recurrence. Additionally, these instances should be evaluated for potential learning opportunities for the agent involved.
A response to a complaint about an agent might go as follows:
Hello [Customer Name],
We appreciate your feedback and are sorry your experience didn't meet expectations. We're committed to excellent service and will review this as a team for improvement.
Please let us know if your initial issue remains unresolved or if there's more we can do.
Regards,
[Manager Name]
7. Feature or Product Requests
Customer requests for new features or products indicate their engagement and interest in your company, a positive sign that deserves appreciation.
In responding, it's crucial to acknowledge their suggestion. Share updates if you're already working on their request, or assure them you'll pass on their feedback. Providing a workaround can also be beneficial if it meets their needs closely.
Modern help desks, like FreeScout, simplify tracking these feature requests, making it easier to manage customer feedback directly within your support platform.
A concise response to a feature request could be structured as follows:
Hi [Customer Name],
Thank you for your suggestion! While it's not currently in development, I'll pass it along. In the meantime, here's a workaround that might help: [insert workaround].
Let me know if I can assist further.
All the best,
[Agent Name]
8. Out-of-Stock Items
Discovering a product you're excited about is out of stock can be disappointing. As a result, often, customers reach out to ask about restocking dates.
When responding to these inquiries, provide as much information as possible. If you're aware of a restock date, share it. If an item is discontinued, it's important to communicate this. Additionally, if there's a waitlist, consider offering to add the customer to it. Always prioritize accuracy over making promises that may not be kept, as failing to meet expectations can exacerbate the customer's frustration.
A typical response might be structured as follows:
Hello [Customer Name],
Your choice is popular and currently out of stock. We're compiling a waitlist, however, and would be glad to add you to it, as well as, notify you upon restocking of the item in question.
Alternatively, [another item] might be a good fit for your immediate needs. Learn more product details here [link to item].
Cheers,
[Agent Name]
Ready to Resolve Common Customer Complaints?
Dealing with customer complaints doesn't have to be a headache. By finding easy solutions, businesses can make shopping a breeze for everyone. Remember, happy customers are the key to a successful business. So next time you face a problem, think of these simple fixes. They just might make your customer’s day a whole lot better!