What really winds up consumers

What really annoys consumers?

Consumers complain about a variety of things — pricing issues, billing issues, repair and service issues and returns and refunds. 

However, there are two things that really annoy consumers; poor customer service and getting the run-around, which is actually a customer service issue as well.

Poor customer service.

There is no shortage of complaints about poor customer service. 

There is not much we can do at Consumer Affairs about this; it really is up to the consumer to vote with their feet when they encounter bad customer service, especially if it is not dealt with by the business after they have complained.

Listen to your customers. If they are complaining, you probably have a problem with customer service. Their satisfaction is what you should be aiming for.

Customer service is provider-defined rather than customer-defined; however, customer satisfaction must always be defined by the customer.

Some businesses do not understand that what they may consider good customer service is actually just okay. service or even just plain bad service. Customers are the ones who will tell you if what you think is good customer service is actually good customer service

Businesses that go the extra mile and provide exceptional service will keep their customers.

These customers will tell their friends and family about their experience which in turn will generate more business. Remember, if you don’t take care of your customers, someone else will.

Not dealing with a complaint

We get many calls from consumers who are furious because they feel as though they are getting the run-around. 

They call and leave messages to no avail, they go into the business and the sales person promises   that someone will get back to them but no one does.

Customers call to speak to a manager and the manager is out and does not return the call. These are common complaints.

Customers are not dumb. They can tell when they are being given the run around and it annoys them. 

This is a bad business practice and it is in the best interest of any business to immediately deal with a customer who has a complaint with a view to resolving it as quickly as possible. 

Complaints can work to your advantage — it’s free feedback. Remember, a complaining customer is better than the silent one who takes their complaint out the door with them and never returns to do business with you again.

Honey Adams is the education officer for Consumer Affairs. For more consumer information visit www.ca.gov.bm.