Top 5 annoyances customers of Accounting industry complain about

With the Internet becoming part of our lives users prefer complaining publicly about services or products. According to Conversocial, 88% of consumers are less likely to buy from companies who leave complaints unattended. But what about those customers who just did not complain and went away silently? These will be forever lost for a company and will never come back. To prevent customers from switching to competitors businesses should pay more attention to their complaints and address them timely. Thus, today I will talk about the top five annoyances customers of your industry complain about and provide some possible solutions.

Complaint 5: Your price is too high！

From time to time, I receive complains about the product price. Some clients will try to negotiate with you. Some will jump into other companies. However, nine of ten times, when a client complains about a price, the price is not a real problem, the problem is some aspect of the service. 

Complaint 4: Personal information leakage！

 It is very annoying for customers to get tonnes of spams. What's worse, some companies do not keep their clients' personal information safe, so that there may be a leakage problem. 

Complaint 3: Somebody was rude on the phone or in person. 

Obviously, it wasn’t you, or the client wouldn’t have told you. The client would just have faded away, never to be heard from again. It might have been one of your associates.

Complaint 2: The client feels that no one made an effort to serve her or him. 

The client feels that your firm is indifferent to his or her needs. The client may have felt ignored, unacknowledged, or unappreciated.

Complaint 1: Customer did not get when they expected.

You promised them something (or they thought you promised them, which is the same thing), and they didn’t get it. It might be as simple as a call back you didn’t make or a copy of a document you didn’t send. 

How to handle a customer complaint?

From my experience, stay calm is the most important thing when facing a customer complaint. This is absolutely crucial. No matter how irate or offensive the customer becomes you have to maintain your composure. Responding to anger will only inflame the situation and make a reasonable solution almost impossible.

Another thing needs to keep in mind is listen carefully. This will not only help you find a solution, it will also keep the customer calm and make them feel that their complaint is being taken seriously. If it is a complicated complaint or one that you will not be able to solve yourself, it is a good idea to take notes to make sure that you have all the correct details.

Throughout the whole progress. You need to make the customer feel that you are on their side. Telling the customer you are sorry does not equate to an admission that you are guilty or even that they have a reasonable complaint. It is simply good manners, acknowledging that something has happened to make them unhappy and that you are sorry they feel that way.