Stopping Customer Frustration

Your customers become frustrated with you for a number of reasons, most typically because they perceive their needs to be opposed by your company. Often customers frustration is represented through anger or even disappointment (see Net Promoter Scoring) and it will have a very powerful detracting influence on their value to you, not only right now, but more importantly in the longer term.

Your customers become frustrated because something your company is doing, or is not doing is challenging the customer. You may inadvertantly be stopping them from fulfilling a personal goal. Their interactions with you are driven by NEEDS, and if any part of your organization is not able to detect or react to those needs then the customer will first see your company as being deficient, which will grow to lack of confidence, and ultimately to frustration.  If any of your customers are on the frustration road then you will have lost them forever.

The main causes of frustration are;

  • Broken promises, even informal ones
  • Failure to deliver your product or service as indicated and committed
  • Not following up on enquiries or interactions through any channel (in person, on the phone, via email or even the web)
  • Not listening to the Customers Needs, not recording them, not reacting to them
  • Dismissing the Customer and making them feel 'unimportant'
  • Excuses or blame partioned on someone or something else

To stop customer frustration, and drive loyalty, it is key that your business can track, understand and instantly react to any customers need. By having this 360 degree view of the customer, they will never be allowed to experience frustration because the customer will always feel in control. Problems your customers face with you are not 'deal-breakers'. They are valuable opportunities to motive your customer, go beyond the baseline, and extend services and care second to none.

Of course, a well orchestrated plan for "Customer Relationship Management" is part of the solution mix to prevent, stop, and avoid "Customer Frustration"