So, what does make customer service complaint-worthy? And how do you complain about it in a way most likely to get you a satisfying resolution? Let’s cover some of the top times it’s reasonable to complain, and then we’ll cover what to do.
Acceptable Reasons to Complain About Customer Service
1. The support person was dismissive of your problem.
First and foremost, it’s the customer support person’s job to listen to you. If you are being cut off and interrupted, you aren’t being heard. If details you’ve shared are being ignored, you have every right to feel frustrated. If the customer service person seems to indicate that your worries aren’t a big deal to them, this belittling of your concerns isn’t helpful to solving the problem you’re dealing with.
These are perfectly valid reasons to consider complaining, as well as reasons to express frustrations in follow-up feedback.
2. The representative blamed it on you, and offered no help.
Certainly, some problems are due to user error. It happens. You don’t know how to use the service to its fullest capabilities, and you’re disappointed, have questions, or think you made the wrong purchase.
Even if it is user error, the customer service person is there to help you understand the service. They should be showing you the best ways to use it, or fix the problem you have – even if the problem is self-created. Even if you’ve damaged what you’ve purchased in some way.
If a customer service person has decided not to help you, or been unfriendly and caused you to feel embarrassed about what’s happened, that is unacceptable.
Acceptable Reasons to Complain About Customer Service
1. The support person was dismissive of your problem.
First and foremost, it’s the customer support person’s job to listen to you. If you are being cut off and interrupted, you aren’t being heard. If details you’ve shared are being ignored, you have every right to feel frustrated. If the customer service person seems to indicate that your worries aren’t a big deal to them, this belittling of your concerns isn’t helpful to solving the problem you’re dealing with.
These are perfectly valid reasons to consider complaining, as well as reasons to express frustrations in follow-up feedback.
2. The representative blamed it on you, and offered no help.
Certainly, some problems are due to user error. It happens. You don’t know how to use the service to its fullest capabilities, and you’re disappointed, have questions, or think you made the wrong purchase.
Even if it is user error, the customer service person is there to help you understand the service. They should be showing you the best ways to use it, or fix the problem you have – even if the problem is self-created. Even if you’ve damaged what you’ve purchased in some way.
If a customer service person has decided not to help you, or been unfriendly and caused you to feel embarrassed about what’s happened, that is unacceptable.
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3. The customer service team was unreachable, or communication was otherwise consistent.
A company might have incredibly knowledgeable service people, but if they can’t be reached, they’re of no help to anyone.
4. The customer support person did not follow through with their offers or proposed solutions.
You may have had a great call with a customer service person who promised a satisfying solution, but if that promise isn’t kept, you have every right to be upset. If the communications and solutions you encounter working with the brand are inconsistent, that can be confusing and unsettling.
Situations such as these lead to more time spent contacting the company, having conversations about your situation, and enduring downtime from using the product or service you’ve purchased.
5. The product’s offerings have been misrepresented in marketing and ongoing service conversations about its features.
This one crosses a few territories. Certainly, it’s not necessarily the customer service persons’ fault that the marketing team was overzealous with its selling points (and taking those frustrations out on the customer service person isn’t the solution).
But, it is the customer service person’s job to be honest with you and make sure you have what you need to get your work done. If the information being shared with you is inaccurate, that is not adequate customer service.
It is reasonable to expect that customer service questions get answered quickly.
Read more.......
A company might have incredibly knowledgeable service people, but if they can’t be reached, they’re of no help to anyone.
4. The customer support person did not follow through with their offers or proposed solutions.
You may have had a great call with a customer service person who promised a satisfying solution, but if that promise isn’t kept, you have every right to be upset. If the communications and solutions you encounter working with the brand are inconsistent, that can be confusing and unsettling.
Situations such as these lead to more time spent contacting the company, having conversations about your situation, and enduring downtime from using the product or service you’ve purchased.
5. The product’s offerings have been misrepresented in marketing and ongoing service conversations about its features.
This one crosses a few territories. Certainly, it’s not necessarily the customer service persons’ fault that the marketing team was overzealous with its selling points (and taking those frustrations out on the customer service person isn’t the solution).
But, it is the customer service person’s job to be honest with you and make sure you have what you need to get your work done. If the information being shared with you is inaccurate, that is not adequate customer service.
It is reasonable to expect that customer service questions get answered quickly.
Read more.......