TOP 5 FACTORS RESPONSIBLE FOR CUSTOMER FRUSTRATION

Whether it is a query that couldn’t be resolved by a customer support agent or it’s the hassle caused by the company during the return or exchange of a product, customer frustration may exist in every business. There are a number of reasons for the customers being frustrated. Here’s a list of the top five reasons responsible for the same:

Inefficient customer support representatives:

Nothing can be more frustrating for a customer than having to contact the customer support center for the same query over and over again. This happens when the company has inefficient service representatives. The reasons for their inefficacy can be anything varying from information not being effectively used by representatives, insufficient training, lack of access to the necessary resources. Whatever the reason be, ineffective customer service only leads to increased levels of customer frustration.

Separation Anxiety

Customer service is not a parameter when it comes to choosing a product out of several available choices. This is where word of mouth marketing comes into play. It is necessary to differentiate a product from others if it is an exceptional one out of all the available choices. A failure to do so will obviously confuse the customer and become a reason for their frustration. In order to overcome this problem, companies can pump up their efforts in marketing, customer service, and product quality.

Failing to keep up with consumer expectations:

When you fail to deliver what you promised, you lose customers. It is by far the biggest reason for declining customer loyalty. As a matter of fact, customers may not be concerned about a company’s improved service. They rather use other ‘best-in-class’ companies as a benchmark. In other words, the companies that go above and beyond to meet customers’ expectations are likely to face lesser customer frustration levels and have more loyal customers.

Not valuing customers’ time:

Time is precious. As it is for you, it is for your customers as well. When the support agents are not able to resolve customers’ queries, they may get frustrated. And this frustration is deepened further when it takes to long to resolve their issue. Therefore, it is your job to train your team so well that they are able to provide support to your customers as your customers are obviously not getting paid for their time.

Lack of transparency:

Not being honest with your customers is another such factor that can cause them to be frustrated. Lack of transparency can be seen in such cases where a company fails to stand by its product or causes trouble to the customer at the time of refund or exchange.

Source: Live Chat Agent