Mobile Service has redefined the concept of connectivity and it has become more of a necessity than a thing of reputation. Looking at the growing demands of the mobile service, the network providers come with a variety of facilities to attract more and more customers towards them. But, when they fail to deliver what they promise, it simply annoys the customers to the extent that they even start thinking of dragging the companies to consumer courts. Here are top 5 types of customer complaints that every mobile service provider has to face on any regular day. Network related problem Poor signal or no signal is the most common problem that any mobile service user struggles with. All the enthusiasm is crushed to the floor when the user is not able to find the signal even at his home or office. It is, therefore, a common question raised at the customer care center whenever a new customer chooses to subscribe to the network – Is the network available in this area? How honestly the service providers answer to this question draws the future draft of their relationship. Features related problem Mobile service provider claims to provide a variety of features such as live events update, to quote one of them. But, often it is seen that the services are not accessible on the handsets that a person carries. Thus, compatibility issue turns out to be a nightmare for the person who pays handsomely in the hope of getting innovative services, but becomes a laughing stock among the folks when that service does not work. Problems linked to charges It, sometimes, takes all the intelligence of the world to find out the reason behind constant deduction of charges even when the mobile is kept at an arm’s length for the whole day. User may not be aware of a variety of charges that come along with the use of any specific application and he feels cheated when he is forced to pay even for the unused application. Bill amount is the biggest reason why people switch over from the post-paid plan to a pre-paid one. Slow Speed of the Mobile phone Many mobile service providers bear the brunt of the unnecessary downloads happening on any handset. Users download applications at their will and then blame the network service providers for the slow speed. Ignorance is one of the main causes of customer dissatisfaction. Customer is right, but not always especially when it comes to mobile service. Poor quality of call and frequent call drops The ultimate use of mobile phone is to enable communication. But, when the mobile service is not able to deliver expected quality, it naturally gives rise to complaints. Call drops and the inability to hear each other on phone is actually very frustrating. No matter how low the charges are, if the call is not completed satisfactorily, the service provider is perceived as bogus and people start shifting to other networks. To conclude, the mobile service providers become a pain in neck if they over promise and under deliver. Please visit Us at:- http://www.ainoapp.io/blog/top-5-types-customer-complaints-mobile-service-provider/
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It is interesting to know that most of the customer care services providing companies will have a plan put up to handle customer issues and concerns, but most of the times things will not be the way they are expected to be. This is where the actual issue of customer care services in India lies. All call center agents will be trained to handle queries and issues in a timely manner and will also have some of the pre-set replies and recommended responses. In case if the customer has any questions beyond this level, the customer care agents should be capable to handle it wisely. Most of these calls will be from toll free numbers. Here are some tips for these agents to manage customer calls smartly:
In order to deliver customer care services at this level, the agents should find time to go through past issues or concerns raised by customers to check what are the possible solutions. The same can be updated in a portal to assist other agents in case of future requirements. Mobiles apps (Android and iOS) will make life easier to place complaints and queries.
If there is a problem on customer specific information, let them know you are working on it and give timely updates. Share results as you figure out something new. Get community teams to involve in the case if the customer is complaining on the website or on any social network sites. Customer support representative will be able to handle issues as they arise by prioritizing requests raised via mobiles support systems.
Both these go hand-in-hand. Also it is important to note giving incorrect response is a greater risk than delaying a response. Most customers are provided with a couple of customer care numbers for all concerns and later are re-directed to the concerned teams through preferences.
Pick them up and try to get the right team or experts to handle the case. And most importantly if anything goes wrong, the agents should be ready to admit it, apologies and find ways to correct it in order to avoid its repetition in future. Permalink:- http://www.ainoapp.io/blog/efficiently-manage-customer-care-issues/ Why making a customer query is not an easy task currently for a contemporary man? But, good news is that the solution has also surfaced. Who doesn’t want everything around him/her to be just flawless? But, does this happen in real? Obviously, the answer is ‘no.’ The companies know it well. Hence, they have employed people as the customer care professionals, to solve the various queries made by their clients/customers regarding the product. With growing dependencies upon various devices and the online purchase facilities, modern day people have to depend on the customer service teams extensively. However, how draining is it as a task to successfully put a query is not hidden to anyone.A contemporary human is too dependent upon various technologies and services. Especially, since the emergence of the e-commerce or online purchasing facilities, such dependencies have grown a lot. On the other hand, it’s a fact at the same time that more are the products, more service center numbers one has to remember or note down. How many apps to install? No doubt, remembering such numbers is one of the daunting tasks possible on the earth. Some might claim that as most of the products or brands come with their own customer support calling app, one doesn’t need to remember all these numbers. But, how many apps would one install on his device? It won’t be wrong to claim that starting from toilet cleaning to set-up box repair, modern day human is dependent upon the individual service providers for almost every service. And, installing one app for all these might slow down the device itself. On this context, how would it be to have a single app with the facility to access a whole range of customer service providers from a single point. Avoid wastage of your crucial times:Good news is that the modern day technology has well understood the need of a single platform to access a whole range of customer services from anywhere, anytime, through fingertip. It’s not all about remembering too many numbers or installing a plethora of apps. Rather, wastage of time is one of the prime concerns behind making customer queries through the phone. Undoubtedly, most of the companies offer toll-free numbers to connect with their customer care number. But, one needs immense patience, and a bit of luck as well, prior deciding to call toll free number helpline. Sometimes you might have to wait for long hours for your call to connect, and the other times the processing of such calls from one department to the others consume too much of your valuable time. Just install a single app: Well, the good days are back for the android and iOS users. Apps have been developed for these users that can act as a complete platform to access all their customer care number from one point, anytime, anywhere. Moreover, they can schedule a call as per their convenience. Through the process, the customer care team will call them only on their scheduled time. In short, you don’t need to wait for those hectic processes of staying in line or the delays. Time costs more: The only assured part about the customer care facility is the toll-free number helpline. Otherwise, nothing else remains under the control of the customer/caller. You can never guarantee that your call will be processed, or your queries will be solved at the first attempt itself. You keep on calling through the toll-free numbers, and it keeps on putting you on a wait. Though it doesn’t cost you money, it does cost your time that is more valuable. Even if it gets connected, there is no guarantee for your query to be completed. These processes involve various steps or formalities; you will have to connect with various other links. Mistakenly even, if your call is disconnected anyway, you do have to repeat the entire process. Needed advanced app-based solution, and it’s here! It’s a fact that many companies or service providers are coming with free customer care calling app facilities. But, through such apps, one can connect with the customer care of only the concerned company. On this context, with growing private service dependencies of modern day humans, it’s not really a suitable option to install so many apps. It’s not even a favorable suggestion to remember all these helpline support numbers; it might be a complete book itself. In short, the only option remained is to have an app that can offer the facility of connecting with all the customer support teams. Interesting here is to mention that the apps have been already developed, through which one can handle all his/her customer care affairs. These apps are like a complete directory of all brands and their customer care numbers. You can connect with any of the customer service team, anytime, from the directory itself. The best part, one can schedule a call as per his/her suitability with any customer support brand he/she wishes. It means you don’t need to go through that hectic processing or call waits. Especially, these apps are currently available for iOS and android platforms. Permalink:- http://ainoapp.blogspot.in/2016/10/easy-solution-to-call-customer-care.html |
Karan DixitDigital Marketing Manager At Aino Ap. Archives
June 2017
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