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5 factors that cause customer’s frustration and how to avoid them

Avoiding customer frustration is in your best interest. Here’s why, and how to do it

Customer frustration can become a big problem that generates a lot of discomfort for those involved. Such discomfort translates into financial losses for everyone.

Customer frustration can be avoided before it becomes an issue, but do you know how to do it? Do you have any idea what customer frustration means to you? What things trigger it? And most importantly, what do you need to do to avoid customer frustration before it becomes an issue for you?

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

This feeling has negative consequences for any service company. The most common are usually 1) the urge for compensation, and 2) retaliation.

In other words, every frustrated customer expects to be compensated for the damage suffered. Either financially, or through special benefits or concessions. And yes, many, many of them use legal means or social networks to seek such redress.

But penalties against companies that generate customer frustration do not necessarily end in lawsuits or disrepute. Many customers choose to dispense with the services of the frustrator, and hire companies that provide better answers to their concerns.

In short, customer frustration is the number one reason that hurts your sales… not to mention that by losing your customers, you put them on a silver platter for your main competitors.

So it’s certainly in your best interest to know how to avoid customer frustration. That’s why we describe what frustration looks and feels like to your customers.

The main causes of customer frustration are:

  • Bad Customer Service Experience.

Under this general description, despotic, disorganized, indifferent or mechanical treatment is concentrated.

When receiving service via telephone or a website, a bad service experience means getting stuck in the system. Without efficient guidance to resolve problems.

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

  • Unskilled or inadequately trained personnel

More often than you might imagine, customer service personnel don’t have the best tools to process specific requests. Especially when they are not related to technical issues. Unattended areas generate unsatisfactory responses; and customers won’t tolerate, justify or understand the reasons behind inadequate solutions. And this is a great cause of customer’s frustration. 

For example, when a customer wants to know the terms of a service, the most qualified personnel to respond to this concern are contracting agents or legal representatives. Not so the Help Desk technical staff. But since it is these personnel who handle all inquiries, neither the contracting agents nor the legal representatives ever find out that someone requires their expertise to close a deal.

Solutions? First, detect the type of requirement your customer has. Secondly, refer it to the department or person who can best answer it in the shortest possible time… which brings us to the next question:

  • Long waiting times.

Who hasn’t experienced being put on hold on the phone to be answered, while listening to background music or an endless corporate message?

Who hasn’t experienced being put on hold on the phone to be answered, while listening to background music or an endless corporate message?

In those moments it seems to us that the longer we wait to be answered, the less interest the company has in providing the solution we require.

But a long wait time is not just about the phone: It includes slow responses after the request has been processed. In the eyes of the customer this is evidence of:

  • Superficial relationship between Customer – Service Operator

Another common complaint among frustrated customers is hearing the same empty, mechanical script every time they are served… or going through the same process over and over again to raise their needs. Also, when you have to repeat data to track ticket status… especially when the solution is delayed or delivered in stages.
customer's frustrationCustomers perceive that their concerns are not important, and end up attributing discomfort, annoyance, negligence or indifference to the operator. When in reality, it is often a simple failure to communicate.

The ideal scenarios to prevent your customer’s frustration before it becomes a problem are to 1) assign them a dedicated agent, or 2) have all agents in the department share the same information on all customers and inquiries.

Both cases are nothing more than utopia due to the actual volume of requests handled in customer service departments.

Self-Service Modules were created for this reason. However, these sometimes generate more frustrations than solutions if they have:

  • Poor Design / Poor Management of Self-Service Solutions

Lack of instructions when carrying out processes are common problems faced by customers when using self-service modules. This generates self-sabotage instead of self-service, with a corresponding increase in frustration for your customer.

However, we find that these failures invariably recur in Self-Service Modules and Applications made with poor designs. When creating these end-customer solutions, it is critical to keep in mind that not all users are technical specialists.

In other words, all self-service solutions should be described in clear and simple terms. In other words, all self-service solutions should be described in clear and simple terms so as to ensure full understanding of their operations. Unfriendly applications cause a lot of service interference, and the usual customer frustration.

Now…. What shall we do to avoid customer frustration before it becomes a problem?

customer's frustrationIn analyzing the most common complaints among frustrated customers, and summarizing their definitions of good service, it was found that customer frustration is easily avoided with automated solutions that offer: 1) effective responses at 2) the earliest possible time, 3) through friendly and accessible means, and 4) that are staffed by qualified personnel.

You can find these four important requirements in products aimed at cultivating a good relationship with your customers. Efficient functions in simple terms you have them in Freshdesk, a tool at your fingertips that suits your pocket; widely recommended by more than 70,000 customers around the world.

Avoiding customer frustration before it becomes a problem is critical to maintaining good relationships. In addition to ensuring their loyalty to your brand. This is the first step towards a win/win relationship. So, what are you waiting for to implement a tool that helps you to avoid customer frustration?

What are you waiting for?

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