Which Customer Service Blunders Frustrate Callers the Most?

Faith Ocampo Published on July 19, 2016 Last updated on April 8, 2022

As customers’ expectations change, the definition of customer service also evolves. What started as a process for answering queries has become complex with a multiple branches of support procedures and communication channels.

Brands are putting in their best efforts to consolidate people, processes, and technologies to bring the highest-quality services to their customers.

customer service blunders depiction man annoyed waiting on phone call

Their goal is twofold:

  • to please customers and retain them; and
  • to differentiate themselves from competitors.

At the heart of these goals is the multichannel strategy, an approach borne out of the spread of various web-enabled devices. When gadgets like the desktop, smartphone, and tablet found their rightful spots in the mainstream market, they’ve triggered massive changes in people’s expectations when it comes to customer service.

In this age, the brands that succeed are those that can leverage multiple customer touchpoints—social media, email, live chat, and phone—without compromising speed and efficiency.

However, meeting customers’ expectations hasn’t been this difficult for brands and customer support providers alike. Knowing exactly what customers think of brands and the services they expect to receive from them has thus become even more crucial. With this knowledge, brands will be better prepared to build strategies that can make the customer journey as easy as it should be.

Microsoft conducted a survey among 1000 consumers aged 18 and above to help business leaders understand what customers view as bad customer service. Based on the report, here are the top indications of poor services, as stated by consumers themselves.

  1. Being Passed From Agent to Agent (22%)

    customer service blunders depiction frustrated caller head on table
    This is often a sign of much bigger issues in the way you implement your omnichannel strategy, such as:

    • failing to route certain types of transactions to the agents with the right skill set;
    • weak call center training
    • inability to compile cross-device transactions from a single customer due to outdated customer relationship management (CRM) tools; and
    • hiring customer support reps with limited skills.
  2. Having to Contact a Brand Multiple Times About the Same Issue (21%)

    customer service blunders depiction frustrated Asian man waiting on phone call looking at wrist watch
    Brands’ need to boost first-contact resolution coincides with customers’ need for instant gratification, although solving problems during the first transaction isn’t always possible.

    For instance, the issue raised by the customer may be too difficult to discuss using the channel they chose to contact brands (i.e., social media or live chat) and therefore must be transferred immediately to the phone or email. It may also be that the issue would naturally require a follow-up, in which case call center agents must initiate the succeeding conversations.

  3. Not Being Able to Reach a Human Agent (18%)

    customer service blunders depiction angry woman consumer shouting at phone
    The multichannel strategy relies heavily on technology, yet people are seeking a humanized customer experience more than ever.

    Too much automation in the form of robotic interactive voice response (IVR) tools or emails that are too monotonous discourages customers from engaging with brands in a meaningful way. To prevent this from happening, customer service providers should find the balance between automation and personalization.

  4. Not Being Able to Find Information Online (17%)

    customer service blunders depiction frustrated woman staring at laptop
    When it was just starting to become popular, self-service customer support sparked a debate among business leaders. Some believe it’s important to provide people an option to tackle issues on their own, whereas others think self-service portals create a gap between brands and consumers.

    Microsoft’s findings, however, show that 92% of customers expect brands to have an online support portal or even just a frequently asked questions (FAQ) page. When customers conduct a web search about you, they must be able to find the answers they’re looking for, but make sure to connect them to a customer care platform just in case.

  5. Impolite Customer Service Reps (13%)

    customer service blunders depiction impolite angry irate call center agent rep
    Satisfying customers’ wants and needs isn’t just about widening their set of options by making several touchpoints available for them.

    When we talk about customer satisfaction, the quality of interactions is a crucial factor. Agents must possess not only technical know-how but also the ability to listen attentively, empathize with customers, and truly understand customers’ complaints. While you may focus on developing agents’ hard skills, their soft skills greatly matter in delivering the ideal customer experience.

  6. Having to Wait on the Phone (9%)

    customer service blunders depiction customer screaming at phone holding clock
    Customers are likely to hang up the phone if you put them on hold. To avoid this, you may offer to call them back instead, or send them a follow-up message via their social accounts or email. But before doing so, make sure to let them know when they can expect your follow-up and which channel you’re going to use.

    Even if you haven’t resolved the issue yet by the target date you promised them, don’t hesitate to keep customers informed of the progress of their case. Constant communication nurtures trust and assures customers they’re in good hands.

Let Open Access BPO’s proactive training and quality assurance strategies give your customers what they deserve: high-quality customer service that satisfies their needs. Our team will collaborate with you and hypercustomize a program that will zero in on the challenges you want to conquer and the goals you want to achieve.

Contact us today and let’s create a blueprint for your customer support success!

 

Read More

Faith is a digital media enthusiast aiming to become an active part of the tech world by sharing her insights. She likes to blog about everything digimarketing, technology, and social media.
Join us on facebook
Open Access BPO 8 hours ago
To deliver great #CustomerExperience, you need a team of passionate employees.
But if your #CallCenter agents are suffering from 𝗽𝗼𝗼𝗿 𝘁𝗲𝗮𝗺 𝗱𝘆𝗻𝗮𝗺𝗶𝗰𝘀 and 𝗹𝗮𝗰𝗸 𝗼𝗳 𝘁𝗲𝗮𝗺𝘄𝗼𝗿𝗸, it's time for you to step in.

To heighten #EmployeeEngagement in the #ContactCenter, consider these coaching strategies: https://buff.ly/3LLT9YJ

----------
For quality #outsourcing frontlined by diligent, skilled #CX experts:
OpenAccessBPO.com/get-started

#WeSpeakYourLanguage
#EmployeeManagement #CXTraining
Open Access BPO 11 hours ago
As we zero in on tech-savviness and language proficiency as the most desirable qualities among #CallCenter reps, are we overlooking equally critical #CustomerService skills?

These are the 6 of the most underrated #CustomerService skills all #CX agents must have: https://buff.ly/3F1tiIq

----------
We hire, train, and manage for excellence.
Let us show you how our #CSat experts can help your brand skyrocket: OpenAccessBPO.com/get-started

#WeSpeakYourLanguage
Open Access BPO 13 hours ago
Exceptional #CustomerExperience is key to building brand loyalty and driving success.
Adding value takes it to the next level.

But what does that even mean? And what can you do to make it possible?
Find out now: https://buff.ly/46fYT5o

----------
Outsource now to give your customer the best #CX they deserve:
OpenAccessBPO.com/get-started

#WeSpeakYourLanguage
#CustomerSupport #CustomerService
Open Access BPO 3 days ago
𝗔𝘁 𝘁𝗵𝗲 𝗵𝗲𝗮𝗿𝘁 𝗼𝗳 𝗲𝘃𝗲𝗿𝘆 𝗲𝘅𝗰𝗲𝗽𝘁𝗶𝗼𝗻𝗮𝗹 #𝗖𝘂𝘀𝘁𝗼𝗺𝗲𝗿𝗘𝘅𝗽𝗲𝗿𝗶𝗲𝗻𝗰𝗲 𝗶𝘀 𝗮 𝗿𝗲𝗺𝗮𝗿𝗸𝗮𝗯𝗹𝗲 𝘁𝗲𝗮𝗺 𝗹𝗲𝗮𝗱𝗲𝗿 𝘄𝗵𝗼 𝗸𝗻𝗼𝘄𝘀 𝗵𝗼𝘄 𝘁𝗼 𝗶𝗻𝘀𝗽𝗶𝗿𝗲 𝗮𝗻𝗱 𝗲𝗺𝗽𝗼𝘄𝗲𝗿 𝘁𝗵𝗲𝗶𝗿 𝘁𝗲𝗮𝗺.

This week's #LinkRoundup lists down the ways #CallCenter leadership is instrumental in developing #CustomerSupport that empowers #CX for brands: https://buff.ly/3tfmzbq

• 𝗛𝗼𝘄 𝗚𝗿𝗲𝗮𝘁 𝗟𝗲𝗮𝗱𝗲𝗿𝘀𝗵𝗶𝗽 𝗖𝗮𝗻 𝗛𝗲𝗹𝗽 𝗮 𝗕𝘂𝘀𝗶𝗻𝗲𝘀𝘀 𝗛𝗮𝘃𝗲 𝗟𝗼𝘆𝗮𝗹 𝗖𝘂𝘀𝘁𝗼𝗺𝗲𝗿𝘀
https://buff.ly/46ssJmB

• 𝗧𝗼𝘂𝗴𝗵 𝗗𝗲𝗰𝗶𝘀𝗶𝗼𝗻𝘀 𝗔𝗹𝗹 𝗖𝗮𝗹𝗹 𝗖𝗲𝗻𝘁𝗲𝗿 𝗧𝗲𝗮𝗺 𝗟𝗲𝗮𝗱𝗲𝗿𝘀 𝗠𝘂𝘀𝘁 𝗠𝗮𝗸𝗲
https://buff.ly/3PVKHYn

• 𝗟𝗲𝗮𝗱𝗲𝗿𝘀𝗵𝗶𝗽 𝗧𝗲𝗰𝗵𝗻𝗶𝗾𝘂𝗲𝘀 𝗘𝘃𝗲𝗿𝘆 𝗖𝗮𝗹𝗹 𝗖𝗲𝗻𝘁𝗲𝗿 𝗠𝗮𝗻𝗮𝗴𝗲𝗿 𝗠𝘂𝘀𝘁 𝗔𝗽𝗽𝗹𝘆
https://buff.ly/3ZHL9xO

• 𝟭𝟬 𝗦𝗸𝗶𝗹𝗹𝘀 𝗖𝘂𝘀𝘁𝗼𝗺𝗲𝗿 𝗦𝗲𝗿𝘃𝗶𝗰𝗲 𝗟𝗲𝗮𝗱𝗲𝗿𝘀 𝗠𝘂𝘀𝘁 𝗛𝗮𝘃𝗲
https://buff.ly/3ZxxwBf

• 𝗧𝘆𝗽𝗲𝘀 𝗼𝗳 𝗜𝗻𝗲𝗳𝗳𝗲𝗰𝘁𝗶𝘃𝗲 𝗖𝗮𝗹𝗹 𝗖𝗲𝗻𝘁𝗲𝗿 𝗟𝗲𝗮𝗱𝗲𝗿𝘀
https://buff.ly/3PVKHHR

• 𝗖𝗮𝗹𝗹 𝗖𝗲𝗻𝘁𝗲𝗿 𝗥𝗲𝗱 𝗙𝗹𝗮𝗴𝘀 𝗧𝗵𝗮𝘁 𝗣𝗼𝗶𝗻𝘁 𝘁𝗼 𝗣𝗼𝗼𝗿 𝗟𝗲𝗮𝗱𝗲𝗿𝘀𝗵𝗶𝗽
https://buff.ly/3ZC4UXt

• 𝗚𝗿𝗼𝗼𝗺𝗶𝗻𝗴 𝗙𝗿𝗼𝗻𝘁𝗹𝗶𝗻𝗲 𝗘𝗺𝗽𝗹𝗼𝘆𝗲𝗲𝘀 𝗮𝘀 𝗖𝗮𝗹𝗹 𝗖𝗲𝗻𝘁𝗲𝗿 𝗟𝗲𝗮𝗱𝗲𝗿𝘀
https://buff.ly/3Zyx3Pd

----------
Open Access BPO's rigorous recruitment, training, and continuous development ensure that only the best specialists will work and lead your ops.

Contact us today: OpenAccessBPO.com/get-started

#WeSpeakYourLanguage
Open Access BPO 3 days ago
Receiving a negative performance review can be challenging, but it doesn't have to signal the end of the road.

Instead, it presents an opportunity for personal and professional growth, allowing you to return even more resilient and determined.

Read our blog post right now: https://buff.ly/469BCSj
And let's explore:
• the importance of recovering from a bad performance review;
• the causes of performance failures; and
• how to determine the best course of action to address these challenges

----------
Contact us today and find out how our 24/7 multichannel services (in over 30 languages) can upgrade your #CustomerExperience: OpenAccessBPO.com/get-started

#WeSpeakYourLanguage
#CustomerSupport #CustomerService
Open Access BPO 4 days ago
Knowing what influences customer expectations is the first step to improving your relationship with your customers.

Here are 7 things that can guide you: https://buff.ly/3tfzni4

----------
Cultivate your customer relationships with our smart business solutions: OpenAccessBPO.com/get-started

#WeSpeakYourLanguage
#CustomerExperience #CX
#CSat #CustomerSupport
Open Access BPO