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Customer Complaints:Why Does Your Customer Service Skills Fail You To Resolve Customer Issues!

Updated on August 8, 2017
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Imran is an anthropologist, communications manager, and trainer who coaches people in self-improvement.

Customer Issues: 'Stay Away!'

As you work for customer services, you are aware your job is to make your customers happy.
Understanding it is buyers who give business, you do your best to do justice to your job.
You do everything to please a customer, right from making exceptions to faking smiles.
You can handle almost every client but one.
He is the one who has an issue. His issue is not ordinary as it has complicated and is difficult to resolve.
Now, because he is angry, do you think you can give a solution?
Yes, you can!
You are capable of providing either a solution or an alternative that should fix the issue.
Why can't you resolve then?
You cannot because you don't want to.

Let's look at some reasons why your skills fail in resolving issues.

Source

Reason 1 - Your Understanding Of Customer Services

Your understanding of customer service might be:

  • To smile daily
  • To be polite
  • To be patient
  • To show concern
  • To acknowledge
  • To follow a pattern that you routinely implement.

Sure, but not entirely true!

All these are the requirements to address a problem, but they cannot solve the problem. In fact, they annoy the customers more when the real help is missing.

How many times has it happened that a customer is furious about an ongoing issue and you displaying those etiquettes (mentioned above) did not succeed, or, worse, made the customer angrier?

It fails because it doesn't have a solution, it only has acknowledgments that you fake.

Then, what is the real help?
The real help is:

  • To either solve the problem or
  • Provide another useful option or
  • Say out loud that there is no solution by giving some helpful information on how to avoid such unworkable problems in future.

That way a customer knows you are genuinely handling the issue and not being unhelpful.

A useful Tip

You can also educate the customer on other unfixable matters related to the topic.The customer learns the Do's and Don'ts that way.

  • 2 - The customer's tone

The anger and the tone of the customer annoy you to look into the matter with interest. Because they yell, your ego won't let you find a solution. So all you do is pretend. You fake genuine interest.
What you are doing is elevating the problem. The customer thinks you will resolve the matter, but that's untrue.

  • 3 - You just started your day

Many of us believe if the day starts good, it's a good sign and the rest of the day will go properly too. But, when you get to deal with problems at the beginning of the day, conflicting thoughts make you irritated. You think negative which affects your potential to solve the matter. What is worse is you believe the rest of the day will not go satisfactorily. The negativity takes charge in you.

  • 4 - You have already handled an annoyed customer

A lot of people work with a fixed mindset. They are ready to help, but they will sort out only few issues. Problem-solving, as it is, requires listening, understanding, patience, cooperation and the intention to help. That demands tremendous efforts on a representative's part.

When employees have resolved issues once or twice, they believe they have done enough good work. During all this, when another issue lands, customer service agents begin to lack understanding, Patience, and cooperation. They might not even listen attentively. The intention to help won't be there.

The angry customer who comes first gets proper treatment. However, The same is not guaranteed to others. These points also apply if you are doing customer services by taking calls in a contact/call center.

  • 5 - Your day is not okay

Today is one of those days when you face irate customers who won't stop coming. Handling issues back to back exerts your willpower and strength. You find it difficult to help even when you want to assist genuinely.

You aren't able to help for two reasons:

  1. The day has blocked your mind or
  2. You have let the day block it.

A Useful Tip

Preparing yourself in advance by constantly reminding yourself that there will be days when you face more of angry customers, and acting genuinely while not losing patience is the best method, will keep your determination strong.

  • 6 - When another person from your team or company is responsible for the issue

You are a hard worker. You don't make mistakes and you see to it that others don't face problems because of you.
As you follow work ethics properly, the least you can expect from others is they do a fine job too, especially, by not burdening you with mistakes you haven't done.
A situation like this has two problems:

  1. The issue of the customer.
  2. The anger you feel for your colleague.

(you even think he has escaped the problem leaving you entrapped)
These negative thoughts keep you from solving the matter as your mind is not focused.
Even if you address the issue somehow, the heaviness of the situation residing in memory might affect the rest of your day.
Many of them think they work to solve client's issues, not to clear the mess of others. If nothing, it very much spoils the atmosphere at the workplace.

Source
  • 7 - You are not in the mood

If a customer displays anger, Chuck it. You have mood too, and it's not good today.
This situation is handled differently by these two persons:

  1. A fresher:

Even tough in a bad mood, a new employee will still put some efforts to help the customer. He might not succeed though as he is disturbed. But he won't be completely unbothered.

  1. An experienced employee:

An old employee knows much about the process and customers. From experience, he might handle the situation by managing the customer but not his issue.
However, there is a chance that the employee gives no resolution because of his mood.

  • 8 - You don't want to help

(I have included this point because it is reason people choose to overlook.)

Two factors are responsible

  1. Casual behavior:

The amount of time you have spent at work has made you relaxed. As you know the pros and cons well, you know your limits. A query is serious for a customer, but it's a general query (however serious) for you. So why to go to lengths and put extra efforts?

  1. Laziness:

You are indolent. You can manage it, but you don't because you know the tedious protocol that you will have to go through if you choose to help. So the best you do is push the issue.

Remember, everything gets noticed. Your colleagues, inquirers, and other may choose to keep quiet, but they know well that you have given them reason(s) not to trust and believe in you. Thus, people won't like you.

Source
  • 9 - Your day is about to end

In your long and tiring shift, the most relieving moment is the end of the day. What you expect is going home and not facing a customer, certainly not the one with an issue. You can be the most cunning at this critical moment. You are least helpful.

  • 10 -You are not serious

You come to work only to adhere to a schedule. During your working hours, you do what is necessary and minimum expected from you. As your goal itself is different, other matters are of least concern to you.
Lack of sincerity creates critical issues which you escape tactfully.

Conclusion

These are some reasons responsible for failing you (or anyone) to deliver exceptional customer service. There might be other factors (external) that may cause hindrances. But those are not in your hand to control. However, these factors (mentioned above) certainly are under your control. You choose to either optimize them or ignore them. You must know how to manage people. That's how you determine the level of your involvement to solve a customer's issue.

So,
Are you a resolver or pretender?
How skillful as a customer service representative are you?

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