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Avoiding your Customer’s Frustration (before it becomes an issue)

Avoid customer frustration service desk

Avoiding your Customer’s frustration helps you.  Here we show you how to do it.

 

Avoid frustration

Customer’s frustration, what does it mean? In commercial and / or professional relationships, frustration is an issue that causes many discomforts to both, customers and service providers.  This discomfort generally results in financial losses for everyone. 

 

Avoiding your customer’s frustration before it becomes an issue is really important for commercial relationships, but… Do you know what frustration is? How do you identify it? What it riggers your customer’s frustration out? What consequences could it bring for your company? And most importantly, what to do for avoiding frustration before it becomes an issue?

 

Frustration is a negative sensation that results from the dissatisfaction of a need or desire.  

 

So… what are there the consequences of the customer’s frustration for any service company?

 

The most common consequences resulting from the customer’s frustration are usually 1) the urgency of compensations, and 2) taking retaliations against the agent that provoked it.

 

In other words, frustrated customers will expect compensation, either economically or through special concessions. And yes, frustrated customers may use legal or social medias to payback.

 

But sanctions against the company do not necessarily end in demands or disrepute:  Frustration is the first reason why many customers forego services, and hire companies that give better response.

 

The main causes of customer’s frustration are:

 

  • Bad experience with Customer Service

Under this general description we found despotic, disorganized, indifferent or mechanical treatment.


When receiving customer service from phone or from a website, poor service means being trapped in the system without a clear guide or effectively lead to solve problems.

 

 

costumer's frustration

 

Another example of bad service experience, is the lack of effective solution to their problem. However, this may be due to other aspects, such as:

 

 

 

  • Insufficiently Trained or Misqualified Personnel to Solve Problems

 

Frequently, Help Desk staff do not have the best tools to successfully process specific requirements when they are not directly related to technical problems, and unattended areas generate unsatisfactory answers to the customer’s needs: Clients will not simply tolerate, justify or understand the reasons behind unsuitable solutions.

 

When customers want to know about the service conditions, the most qualified personnel to answer are legal or contracts representatives… not Help Desk operators.  But since Help Desk operators attend all inquiries, legal or contract representatives never know that somebody required their expertise.

 

Solutions? First, detecting the type of requirement.  Second, leading the request to the department or person that responds it the best in the shortest time… which leads us to the next issue:

 

  • Long-lasting standby time

Who haven’t experienced being put on hold forever, listening background music or an endless corporate message?

 

In such moments we feel that the more we wait for service, the less interested is the company in solving our problem.

 

But waiting time is not only subjected to call centers: It also includes slow solutions, or failing to acknowledge receipt. To the customer’s eyes this is evidence of:  

 

  • Superficial relationship between Customer – Operator Service

 

Another common complaint among frustrated customers, is hearing the same mechanical reciting of empty scripts… or restarting over and over the same process.

This particularly happens to regular customers who found themselves reporting the same data, especially when response dilates or is delivered in stages.

 

  

customer's frustration 3

Customers perceive that their ails are not important, and ends by attributing unease, neglect or indifference to the operator. But usually, it’s no more than simple miscommunication.

 

 

 The ideal scenarios to avoiding your customer’s frustration before it becomes an issue are 1) providing the client with an exclusive agent, or 2) that the entire department share the same information about all the customers and queries.

 

Both cases are nothing but an utopia, due to the actual volume of requests handled in customer service departments.

 

Self-service modules were created for this is the reason. Yet, self-service modules sometimes generate more frustrations than solutions if they have:

 

  • Poor Design / Management of self-service applications

 

Lack of instructions or missing attention when processes take place are common problems that customers face when using self-help solutions. This generate self-sabotage rather than self-service, with the correspondent increase of your customer’s frustration.

 

However, we found these faults in poor designs for self-service modules and applications: When creating self-service solutions for end customers, it’s fundamental to keep in mind that not all users are specialized technicians.

 

In other words, all self-service solutions shall contain clear and simple terms to ensure fully understanding of their operations.  Unfriendly applications cause interferences and customer’s frustration.

 

Now… what shall we do to avoiding your customer’s frustration before it becomes an issue?

 

When analyzing the most common complaints among frustrated customers, and summarizing their definitions of good service; we found that frustration is easily avoided with solutions that provides: 1) effective responses at 2) the minimum possible time, 3) through friendly and accessible means, and 4) attended by skilled personnel.

 

You can find these four milestone points in products oriented to cultivate good relationship in direct, close, honest, flexible and efficient terms such as Freshdesk, a tool at to your fingertips that fits in your pocket, highly recommended by more than 70,000 customers worldwide .


Avoiding your customer’s frustration before it becomes an issue is critical to maintaining good relationships.  It’s the first step towards a win/win relationship.  So, what are you expecting to implement a tool that helps you to prevent your clients from experimenting frustration, even before it happens?

 

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