When you place a call to a customer service department, you are doing so because you require assistance. Maybe you need to report a problem, or maybe you have a question about a product or service. Whatever the reason, the bottom line is that you are calling because you need help. But what happens if you do not receive it? There are instances when unsatisfactory customer service needs to be reported. The following information aims to pinpoint the types of problems that you may want to consider reporting.
One example of unsatisfactory customer support would be the agent being rude with you. This actually extends both ways, as callers should not be rude to agents either. Support agents understand this being rude to customers is a big no-no, and therefore it doesn’t happen often, but when it does, it should be reported. During such a call, you can ask to speak with a supervisor and have them hear your complaint. A complaint can also be submitted at a later time by phone, in writing, via email, or even on social media.
Another example of support problems would be the failure on the part of a representative to answer your questions. This could simply be a matter of the agent being new, and not actually knowing the answers. This type of problem may not need to be reported, but you should consider a request to be transferred to a different agent who can help. Every job is a learning process, and customer service positions are no exception, but your questions should not go unanswered because of this fact.
Lastly, there are issues such as being passed around from agent to agent, with no one seemingly able to help. Or being placed on hold for an unreasonable length of time, or even worse, being disconnected from the call after holding. These types of problems are not uncommon and should be reported. Extensive hold times when call volume is high are certainly possible. You may even be provided with an estimated time for when your call will be taken. If you find that the hold time is too long, consider calling back during a time when call volumes are lowers, such as later in the business week.
There are times when the support you receive simply may not be up to par. When this happens, you will need to decide whether to submit a complaint. In some cases, honest mistakes are made. Other times, agents are rude or unhelpful and should be reported. In the end, the decision is up to you, but know that most companies rely on such reports as a means of improving the customer service experience for their customers and clients.