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Customer Service Complaints
IP: 24.17.96.101
Posted on 11/4/2015 at 12:16:36 PM by Terri

Top percentage of Customer Service Complaints

Can’t get a human on the phone 75%
Salesperson is rude or condescending75%
Disconnected 74%
Disconnected and unable to reach same rep 71%
Transferred to representative who can’t help or is wrong 70%
Company doesn’t provide—or hides—customer service phone number 68%
Long wait on hold 66%
Many phone steps needed 66%
Repeatedly asked for same information 66%
Proposed solution was useless 65%
Salesperson ignored me 64%
Unsure whether on hold or
disconnected 62%
Can’t speak with a supervisor 62%
Phone menu doesn’t offer needed option 61%
Voice-recognition system works poorly 61%
Sales pitch for unrelated goods or services 60%
Salesperson is too pushy 60%
*For in-store experiences, rudeness was highly annoying to 71% percent of respondents.

How to Get Results
Consumers have more tools than ever to cut through customer-service clutter. Technology has given people a powerful voice, allowing their customer service complaints to be heard. Internet forums can turn one person's headache into a corporate nightmare. Companies actively patrol social-networking venues such as Facebook and YouTube to monitor what's being said about them—and often respond to customer service complaints before they go viral. Twitter has become the go-to brand for support. There's even an app called GripeO that will take your complaint right to a company's doorstep. Other tips:
• More businesses offer live chats on their websites with agents. It's faster and more efficient than e-mail because you can have real-time dialogue and have a transcript of the conversation before signing off.
• User communities within a firm's site will get you noticed. You can post questions, comments, and air grievances about products and services. Often, a representative will join the discussion to put out a fire before word gets out. Studies have shown that bad news travels fast; those who have a negative experience are much more likely to express their unhappiness than those who have a good one. Also, be sure to publicly praise a company if they resolve your problem. It's only fair.
• Sidestep automated phone menus. Check out websites such as DialAHuman and GetHuman, which list hard-to-find customer service numbers and advise how to bypass automated prompts to get a live person. You can also try pressing "0" repeatedly to reach an operator. Another trick: Press the prompt to place an order; companies are often more gracious to potential customers than existing ones.
• Drop the “E” bomb. If you make it through to a live person and still feel you are getting the runaround, tell the agent you want to “escalate” the status of your complaint. That’s a surefire attention grabber because agents can be criticized for bumping too many calls “upstairs.”
• Climb the corporate ladder. Companies discourage direct dialog by forcing customers to submit comments and complaints to a generic inbox via a “contact us” web page. Responses can take days, if ever. If your comments are ignored, go to the bottom of the website’s home page and sniff around for hyperlinks to “corporate” contacts, “investor relations,” “company information,” and so forth. That’s where you can typically find names and contact information for top management.


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