{"id":43487,"date":"2020-07-01T19:59:16","date_gmt":"2020-07-01T19:59:16","guid":{"rendered":"\/us\/en\/blog\/?p=43487"},"modified":"2025-03-13T06:25:30","modified_gmt":"2025-03-13T13:25:30","slug":"customer-complaints","status":"publish","type":"post","link":"\/us\/en\/blog\/customer-complaints\/","title":{"rendered":"When customers complain: A quick lesson"},"content":{"rendered":"<p><span style=\"font-weight: 400;\">Who likes having angry\/upset\/disappointed customers? Realistically, nobody. But no matter how well-run your business is, you\u2019re going to encounter them at some point.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">And customer complaints are important. They\u2019re opportunities to improve your business and turn dissatisfied customers into loyal ones. Brushing them off or ignoring them just creates more problems down the road.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">We\u2019ll admit, it can be hard to keep that positive mindset at times. Especially when you\u2019re dealing with a very negative individual. But having good training and a good strategy can make all the difference. It just takes a little preparation.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">When we created our contact center product, one of our main goals was to help businesses communicate with their customers and respond to their feedback\u2014and customer complaints are an inescapable part of feedback. <\/span><\/p>\n<p><span style=\"font-weight: 400;\">Don\u2019t be afraid of them. Embrace them, learn from them, and grow. <\/span><span style=\"font-weight: 400;\">In this post, we\u2019ll cover:<\/span><\/p>\n<ul>\n<li><a href=\"#tips\"><span style=\"font-weight: 400;\">Tips for handling customer complaints<\/span><\/a><\/li>\n<li><a href=\"#most\"><span style=\"font-weight: 400;\">The most common customer complaints and how to address them<\/span><\/a><\/li>\n<li><a href=\"#examples\"><span style=\"font-weight: 400;\">3 examples of customer complaints\u2014and how companies handled them<\/span><\/a><\/li>\n<\/ul>\n<hr \/>\n<p class=\"p1\">How customer-obsessed is your business? Take the quiz. \ud83d\udc9a<\/p>\n<p class=\"p1\">\n<div class=\"download-form-widget standart-download-form\" data-url=\"https:\/\/netstorage.ringcentral.com\/documents\/quiz_how_customer_obsessed_your_business.pdf\" data-id=\"69d25c915666e\" id=\"69d25c915666e\">\n\t\t<button tabindex=\"on\"  on=\"tap:69d25c915666e.toggleClass(class='open')\" class=\"open-modal-download-action download-form-button\" type=\"submit\">\ud83c\udf1f Want to provide better customer service?<\/button><\/p>\n<div class=\"download-form-modal\">\n<div class=\"download-form-modal-body\">\n<div class=\"download-form-modal-content\">\n<div class=\"download-form-modal-title\">\ud83d\udc40 Ready to see how your business stacks up? <\/div>\n<form class=\"download-form SMB\" method=\"post\">\n<div class=\"download-form-part\">\n\t\t\t\t\t\t\t<input class=\"download-form-input\" aria-label=\"Full Name\" aria-required=\"true\" aria-invalid=\"false\" type=\"text\" name=\"fullname\" placeholder=\"Full Name\" data-dl-events-hover=\"true\" data-dl-element=\"text\" data-dl-additional-info=\"download form\">\n\t\t\t\t\t\t<\/div>\n<div class=\"download-form-part\">\n\t\t\t\t\t\t\t<input class=\"download-form-input\" aria-label=\"Email (please enter a work email address)\" aria-required=\"true\" aria-invalid=\"false\" type=\"email\" autocomplete=\"on\" name=\"email\" placeholder=\"Email (please enter a work email address)\" data-dl-events-hover=\"true\" data-dl-element=\"email\" data-dl-additional-info=\"download form\">\n\t\t\t\t\t\t<\/div>\n<div>\n\t\t\t\t\t\t\t<input type=\"hidden\" name=\"popup_form\" value=\"1\">\n\t\t\t\t\t\t<\/div>\n<div>\n\t\t\t\t\t\t\t<input type=\"hidden\" name=\"Lead_Entry_Source__c\" value=\"RC Blog\" class=\"download-form-input\"\/>\n\t\t\t\t\t\t<\/div>\n<div class=\"download-form-part\">\n\t\t\t\t\t\t\t<button class=\"download-form-submit\" type=\"submit\" data-dl-element=\"button\" data-no-auto-dl=\"true\" data-dl-additional-info=\"download form\" data-dl-name=\"Take the quiz\">Take the quiz<\/button>\n\t\t\t\t\t\t<\/div>\n<\/p><\/form>\n<p> \t\t\t\t\t<button on=\"tap:69d25c915666e.toggleClass(class='open')\" role=\"button\" tabindex=\"0\"  class=\"download-form-modal-close\"><\/button>\n\t\t\t\t<\/div>\n<div class=\"download-form-modal-thank\">Enjoy the quiz! <\/div>\n<\/p><\/div>\n<\/p><\/div>\n<\/p><\/div>\n<\/p>\n<hr \/>\n<h2 class=\"heading h2\"><span style=\"font-weight: 400;\"><a id=\"tips\"><\/a><br \/>\nTips for handling customer complaints<\/span><\/h2>\n<p><span style=\"font-weight: 400;\">\u00a0Before we get into the nitty-gritty, we should talk about the basics. There are some majors dos-and-don\u2019ts when it comes to handling complaints, no matter the topic. You should keep these in mind whenever you\u2019re dealing with a customer complaint.<\/span><\/p>\n<ol>\n<li><b><\/b><b> \u00a0 \u00a0 <\/b><b>Don\u2019t question their claim<\/b><\/li>\n<\/ol>\n<p><span style=\"font-weight: 400;\">How do you make an <a href=\"https:\/\/www.ringcentral.com\/us\/en\/blog\/how-to-deal-with-angry-customers\/\" target=\"_blank\" rel=\"noopener noreferrer\">angry customer<\/a> even more angry? By casting doubt on what they\u2019re telling you.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">This may seem painfully obvious. But when you\u2019re deeply involved with your business, it becomes easy to get defensive. It\u2019s also unpleasant to hear your colleagues or service being criticized.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">But let them talk and ask questions to make sure you understand the problem, instead of trying to defend your company or rationalize why they had a bad experience.<\/span><\/p>\n<p><i>\u200b<\/i>[ebook-download title=&#8221;How customer-obsessed is your business?&#8221; link=&#8221;https:\/\/netstorage.ringcentral.com\/documents\/quiz_how_customer_obsessed_your_business.pdf&#8221; cta-text=&#8221;Take the quiz&#8221; src=&#8221;&#8221;]<\/p>\n<ol start=\"2\">\n<li><b><\/b><b> \u00a0 \u00a0 <\/b><b>Don\u2019t take it personally<\/b><\/li>\n<\/ol>\n<p><span style=\"font-weight: 400;\">Angry. Sorrowful. Exasperated. Insulting. Customers with complaints may, unfortunately, fall into any of these buckets.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">But even when a customer is being rude or snapping at you, it\u2019s important to remember that it\u2019s not <\/span><i><span style=\"font-weight: 400;\">you <\/span><\/i><span style=\"font-weight: 400;\">they\u2019re angry with. They\u2019re angry because they\u2019ve had a bad experience. And you\u2019re an outlet for those negative emotions.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Which is still, of course, not great. But taking it personally won\u2019t accomplish anything except making your day worse. Stay calm, log the details of the complaint in your customer service <a href=\"https:\/\/www.ringcentral.com\/us\/en\/blog\/best-customer-service-software\/\" target=\"_blank\" rel=\"noopener noreferrer\">software<\/a>, and then\u2026<\/span><\/p>\n<ol start=\"3\">\n<li><b><\/b><b> \u00a0 \u00a0 <\/b><b>Empathize<\/b><\/li>\n<\/ol>\n<p><span style=\"font-weight: 400;\">These customers are contacting you because they have a grievance. So let them know that you hear them, that you\u2019re sorry for what they\u2019ve experienced, and that you want to help.<\/span><\/p>\n<p><span style=\"font-weight: 400;\"><a href=\"https:\/\/www.ringcentral.com\/us\/en\/blog\/empathy-exercises\/\" target=\"_blank\" rel=\"noopener noreferrer\">Empathy<\/a> is an extremely important factor in helping unhappy customers. Putting yourself in their shoes will enable you to better understand their side of things\u2014and at the same time, it&#8217;ll help calm them down if they\u2019re being over the top.<\/span><\/p>\n<ol start=\"4\">\n<li><b> Attempt to resolve the problem to the best of your ability, or escalate it to someone who can<\/b><\/li>\n<\/ol>\n<p><span style=\"font-weight: 400;\">We\u2019ll take a deeper look at examples of this in the next section. But don\u2019t end your <a href=\"https:\/\/www.ringcentral.com\/us\/en\/blog\/customer-interactions\/\" target=\"_blank\" rel=\"noopener noreferrer\">interaction<\/a> with them before you\u2019ve either solved their problem, or you\u2019ve done everything you could and passed it on to the next best person.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Otherwise, you\u2019ll create an even angrier customer, who will feel like your incompetence has wasted even more of their time.<\/span><\/p>\n<p>In these cases, make sure that you have your customer&#8217;s past conversations recorded so that anyone on your team can easily pick up the conversation where it was last left off. After all, being transferred back and forth and having to repeat themselves is <a href=\"https:\/\/www.ringcentral.com\/customer-communications-trends-report\" target=\"_blank\" rel=\"noopener noreferrer\">one of the biggest complaints<\/a> from customers when calling a company:<\/p>\n<p><a href=\"https:\/\/www.ringcentral.com\/customer-communications-trends-report\" target=\"_blank\" rel=\"noopener noreferrer\"><img decoding=\"async\" class=\"alignnone size-large wp-image-43071\" src=\"\/us\/en\/blog\/wp-content\/uploads\/2020\/02\/annoyances-about-calling-companies-1024x536.jpg\" alt=\"most common customer complaints\" width=\"1024\" height=\"536\" \/><\/a><\/p>\n<ol start=\"5\">\n<li><b> Ask if there\u2019s anything else they need, and show gratitude<\/b><\/li>\n<\/ol>\n<p><span style=\"font-weight: 400;\">Ask if they have any other questions or concerns besides what you\u2019ve already discussed. This shows them that you\u2019re not just trying to churn through callers as fast as you can.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">And finally, thank them for contacting you and sharing their problem. Gratitude is never overrated.<\/span><span style=\"font-weight: 400;\">\u00a0<\/span><\/p>\n<h2 class=\"heading h2\"><span style=\"font-weight: 400;\"><a id=\"most\"><\/a><br \/>\nWhat are the most common customer complaints?<\/span><\/h2>\n<p><span style=\"font-weight: 400;\">Why do customers complain? The list could go on forever. But most call center staff know that complaints usually follow specific patterns, even across industries.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">We\u2019ve put together some of the more common reasons that customers complain, as well as ways to address them. We hope this helps you prepare for when the worst happens.<\/span><\/p>\n<h3 class=\"heading h3\"><span style=\"font-weight: 400;\">Product or service complaint<\/span><\/h3>\n<p><span style=\"font-weight: 400;\">This one is the type of complaint that any type of business in any part of the world will get at some point.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Keeping our tips from above in mind, listen to them and collect as much information as possible. This is a chance for you to improve on whatever the problem is, and chances are, this person isn\u2019t the only one having this issue.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">(Not sure how to effectively implement customer feedback? We\u2019ve got you covered on that topic <\/span><a href=\"https:\/\/www.ringcentral.com\/us\/en\/blog\/customer-feedback\/\" target=\"_blank\" rel=\"noopener noreferrer\"><span style=\"font-weight: 400;\">here<\/span><\/a><span style=\"font-weight: 400;\">.)<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Then, once you have everything recorded, it\u2019s time to win them back. Depending on the product or service, you could offer a replacement or a discount on future purchases. Just show them that you care about their experience with you and you\u2019d like a chance to do better next time.<\/span><\/p>\n<h3 class=\"heading h3\"><span style=\"font-weight: 400;\">They\u2019ve spent too much time on the phone<\/span><\/h3>\n<p><span style=\"font-weight: 400;\">There are a few different reasons why this might happen.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">First of all, maybe they\u2019ve just been waiting too long to speak with somebody. According to the <\/span><a href=\"https:\/\/www.ringcentral.com\/customer-communications-trends-report\"><span style=\"font-weight: 400;\">Customer Communications Review<\/span><\/a><span style=\"font-weight: 400;\">, <\/span><b>60% of respondents said that three minutes was the maximum acceptable time on hold when calling a company:<\/b><\/p>\n<p><a href=\"https:\/\/www.ringcentral.com\/customer-communications-trends-report\" target=\"_blank\" rel=\"noopener noreferrer\"><img decoding=\"async\" class=\"alignnone size-large wp-image-43314\" src=\"\/us\/en\/blog\/wp-content\/uploads\/2020\/03\/how-long-is-too-long-on-hold-1024x536.jpg\" alt=\"customer complaints about waiting on hold\" width=\"1024\" height=\"536\" \/><\/a><\/p>\n<p><span style=\"font-weight: 400;\">The ones who stick around will do because they feel they have a legitimate reason to do so, but it won\u2019t make them any happier.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">And, possibly even worse, there\u2019s the ones who have already spoken with people but haven\u2019t had their problem solved. And then, worse again, they\u2019ve had to explain themselves a second, third, or (may the universe have mercy) fourth time.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Long wait times suck, but sometimes they\u2019re hard to avoid. Multiple explanations, though\u2014there\u2019s never an excuse for that.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Solutions like<\/span><a href=\"https:\/\/www.ringcentral.com\/contact-center\/overview.html\" target=\"_blank\" rel=\"noopener noreferrer\"> <span style=\"font-weight: 400;\">RingCentral Contact Center<\/span><\/a><span style=\"font-weight: 400;\">\u2122 can help you address both of these issues. Contact Center uses intelligent call routing software to help callers get in contact with the best agent to serve their needs:<\/span><\/p>\n<p><iframe sandbox=\"allow-scripts allow-same-origin allow-presentation\" title=\"Digital Customer Engagement | RingCentral Engage Digital\" width=\"500\" height=\"281\" src=\"https:\/\/www.youtube.com\/embed\/PZC3o5YN90E?feature=oembed\" frameborder=\"0\" allow=\"accelerometer; autoplay; clipboard-write; encrypted-media; gyroscope; picture-in-picture; web-share\" referrerpolicy=\"strict-origin-when-cross-origin\" allowfullscreen sandbox=\"allow-same-origin allow-scripts allow-presentation\"><\/iframe><\/p>\n<p><span style=\"font-weight: 400;\">Automated <a href=\"https:\/\/www.ringcentral.com\/contact-center\/interactive-voice-response.html\" target=\"_blank\" rel=\"noopener noreferrer\">IVR<\/a> can also sometimes answer customer questions without the need for human intervention, freeing up your staff for the more complicated questions. Automated call-backs also help customers go about their day without their phones glued to their ears.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">And to avoid the incredibly frustrating repeated explanation, Contact Center also helps support agents build profiles of their customers and pass on information to colleagues if they can\u2019t solve the issue directly. It\u2019s a much more efficient use of everybody\u2019s time.<\/span><\/p>\n<h3 class=\"heading h3\"><span style=\"font-weight: 400;\">No follow-up<\/span><\/h3>\n<p><span style=\"font-weight: 400;\">Customers with unsolved issues are the worst for your business\u2014they can be vocal about their dissatisfaction, and that dissatisfaction will only fester and spread if it\u2019s left unaddressed.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">So make sure that you and your staff follow up on customer complaints. If you\u2019ve promised a customer that you\u2019ll escalate their problem, keep them updated about its status. Try to give a clear and transparent timeframe.<\/span><\/p>\n<h2 class=\"heading h2\"><span style=\"font-weight: 400;\"><a id=\"examples\"><\/a><br \/>\n3 examples of customer complaints<\/span><\/h2>\n<p><span style=\"font-weight: 400;\">\u00a0What\u2019s an article about customer complaints without some entertaining examples?<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Here you go\u2014three companies that addressed their complaints in different ways. All of these offer good examples of how to treat your customers.<\/span><\/p>\n<h3 class=\"heading h3\"><span style=\"font-weight: 400;\">Virgin Airlines<\/span><\/h3>\n<p><span style=\"font-weight: 400;\">Airlines aren\u2019t exactly known for their food. It\u2019s possibly the most ridiculed cuisine in the world, and definitely one of the most common stand up comedy topics.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">But one customer, flying with the U.K\u2019s Virgin Airlines, took their dissatisfaction to another level by writing a tongue-in-cheek letter to the airline\u2019s founder, Richard Branson, as well as posting it online.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">You can read the full letter here<\/span><sup><span style=\"font-weight: 400;\">1<\/span><\/sup><span style=\"font-weight: 400;\">, and we encourage you to, because it\u2019s absolutely hilarious. Here are a few snippets:<\/span><\/p>\n<p><span style=\"font-weight: 400;\">\u201cBy the end of the flight I would have gladly paid over a thousand rupees for a single biscuit following the culinary journey of hell I was subjected to at the hands of your corporation.\u201d<\/span><\/p>\n<p><span style=\"font-weight: 400;\">\u201cI needed a sugar hit. Luckily there was a small cookie provided. It had caught my eye earlier due to its baffling presentation:<\/span><\/p>\n<p><span style=\"font-weight: 400;\">It appears to be in an evidence bag from the scene of a crime. A CRIME AGAINST BLOODY COOKING.\u201d<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Richard Branson responded to the hilarious letter by apologizing and inviting the customer to join Virgin Airlines\u2019 tasting panel.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">This was a great and thoughtful way to turn an online embarrassment into a victory. Inviting a customer to be part of the solution is a great idea for any business looking to change tracks on a mistake.<\/span><\/p>\n<h3 class=\"heading h3\"><span style=\"font-weight: 400;\">Innocent<\/span><\/h3>\n<p><span style=\"font-weight: 400;\">British smoothie company Innocent is known for their whimsical packaging and their delicious juices. But something must have gone wrong with their machinery because one customer found half a banana in their bottle.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Innocent responded to this by posting an open letter on their site<\/span><sup><span style=\"font-weight: 400;\">2<\/span><\/sup><span style=\"font-weight: 400;\">. They offer a couple of reasons as to how the banana slipped past their procedures, such as a faulty blender, or a rogue chimpanzee. But they also ended the letter with an apology and a reassurance that nobody else would find an entire piece of fruit in their smoothie.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Blending an apology with self-deprecating humor is a good approach to take, as it shows customers that you\u2019re not above owning up to your mistake and even laughing at yourself. Also, it\u2019s lucky that the customer didn\u2019t choke on the banana, or it could have been a whole different story.<\/span><\/p>\n<h3 class=\"heading h3\"><span style=\"font-weight: 400;\">Skyscanner<\/span><\/h3>\n<p><span style=\"font-weight: 400;\">Another airline-related example, except this time, it\u2019s with Skyscanner, a booking service.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Skyscanner attempts to find customers the cheapest route to their destination in the best amount of time. But their algorithm must have had a glitch, because one customer found that they\u2019d been advised to purchase flights with a 47-year layover in between.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">This complaint was made on Facebook, and Skyscanner\u2019s social media staff took a moment to respond humorously:<\/span><\/p>\n<p><img decoding=\"async\" class=\"alignnone size-full wp-image-43493\" src=\"\/us\/en\/blog\/wp-content\/uploads\/2020\/08\/skyscanners-customer-complaints.png\" alt=\"skyscanner's customer complaints\" width=\"886\" height=\"559\" \/><\/p>\n<p><span style=\"font-weight: 400;\">As we mentioned above, when done tastefully, humor can be a good smoothing-over tactic. Just make sure to address the problem as well, as Jen did when she said she\u2019d get her folks to look into it.<\/span><\/p>\n<h2 class=\"heading h2\"><span style=\"font-weight: 400;\">Don\u2019t be afraid of customer complaints<\/span><\/h2>\n<p><span style=\"font-weight: 400;\">If you\u2019re <a href=\"https:\/\/www.ringcentral.com\/us\/en\/blog\/small-business-management\/\" target=\"_blank\" rel=\"noopener noreferrer\">running a small business<\/a>, then believe it or not, you might be luckier than big corporations when it comes to customer complaints.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">First of all, you\u2019re much less of a huge faceless entity, so when you empathize with customers, they might find it more believable. Second, you\u2019re not tied up in bureaucracy as so many big companies are. You have the opportunity to build your customer complaint process from the ground up, figuring out what works and what doesn\u2019t, instead of slogging through overblown policies and processes.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">And make sure you have the right tools to deal with complaints, too. Solutions like RingCentral Contact Center will empower you and your staff to manage customers and their complaints, effectively minimizing the negative feelings.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Keep empathizing, keep listening, and keep improving!<\/span><\/p>\n<p>&nbsp;<\/p>\n<p>&nbsp;<\/p>\n<p>&nbsp;<\/p>\n<hr \/>\n<p><sup><span style=\"font-weight: 400;\">1<\/span><\/sup> <span style=\"font-weight: 400;\">dearcustomerrelations.com\/best-ever-complaint-letters\/virgin-atlantic-in-flight-food<\/span><\/p>\n<p><sup><span style=\"font-weight: 400;\">2 <\/span><\/sup><span style=\"font-weight: 400;\">innocentdrinks.co.uk\/blog\/2015\/february\/we-all-make-mistakes<\/span><\/p>\n","protected":false},"excerpt":{"rendered":"<p>Who likes having angry\/upset\/disappointed customers? Realistically, nobody. But no matter how well-run your business is, you\u2019re going to encounter them at some point. And customer complaints are important. They\u2019re opportunities to improve your business and turn dissatisfied customers into loyal ones. Brushing them off or ignoring them just creates more problems down the road. We\u2019ll &#8230;<\/p>\n","protected":false},"author":29,"featured_media":43488,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[17901],"tags":[18729,743,402,15541],"class_list":["post-43487","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-business-leadership","tag-customer-complaints","tag-customer-experience","tag-customer-service","tag-cx"],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO Premium plugin v19.3 (Yoast SEO v27.2) - https:\/\/yoast.com\/product\/yoast-seo-premium-wordpress\/ -->\n<title>When customers complain: A quick lesson | RingCentral Blog<\/title>\n<meta name=\"description\" content=\"Don\u2019t be afraid of customer complaints. 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