Top 20 Things That Irritate People Who Call Customer Service

If you deal with customers, watch for these issues that are pushing your customers toward your competitors. Check your frontline workers to make sure they are not making these mistakes that are driving customers away.

My friend Jake just changed phone companies because of a bad customer service experience. I asked, “Was the plan better? Was it less expensive? Did it give you more coverage?”

Jake said, “I do not know, and I do not care. All I know is I will never have to call *&%$’s customer service line again!”

Ouch.

Is your customer service designed to keep or alienate your customers? You are probably trying to keep most of your customers. What is your customer call center actually doing?

Calling customer service can be a frustrating experience for many people. While some companies excel in providing efficient and empathetic support, others fall short, leading to irritated and dissatisfied customers.

Here are the top twenty things that irritate people who call into customer service.

1. Long Wait Times. Nothing frustrates customers more than being put on hold for extended periods. Long wait times can make customers feel undervalued and ignored.

2. Automated Menus. Complex and lengthy automated menus can confuse and annoy customers. They prefer speaking directly to a human agent sooner, rather than navigating through numerous options, especially for a complex issue and one that cannot be handled by a series of voice prompts.
Mary’s note: Do not have an auto-voice tell me to go to your website. Don’t you think I started there? If I could have handled the situation by using your website, I would have. Where do you think I got this phone number?

3. Being Transferred Multiple Times. Customers hate being bounced from one agent to another, especially if they have to repeat their information and their issue each time. This not only wastes time, but it also shows a lack of competence.

4. Poorly Trained Representatives. Agents who lack knowledge or training can frustrate customers. Customers expect agents to be well-informed and capable of providing accurate and helpful solutions. I had a computer agent tell me that they did not manufacture the computer I was calling about. “But your number is right here on the machine….”

5. Lack of Empathy. Robotic or scripted responses make customers feel like they are not being heard or understood. Empathy and genuine concern go a long way in resolving issues.

6. Poor Communication. Agents who mumble, speak too quickly, have a lot of background noise, or have accents that are difficult to understand can add to customer frustration. I know sales teams and spammers are calling from call centers and the immediate background noise is my first indicator that I should hang up quickly.

7. Repeating Information. Having customers repeat personal information or the details of the issue multiple times is annoying. Representatives who then repeat the issue and their solution are also doing that to satisfy the reviewers of the recorded line, not the customers, which also irritates customers.

8. Unresolved Issues. Customers call for solutions, and when their issues remain unresolved or are only partially addressed, it leaves them feeling dissatisfied and angry. Asking, “Did we fully resolve your issue?” is better than asking if the agent was kind. If you did not resolve the issue, it does not matter how nice the agent was.

9. Overly Aggressive Upselling. While upselling is a customary practice, being overly aggressive about it can irritate customers, especially if they are calling to resolve an issue. From the customer’s perspective: “You are not doing what we paid for the first time, why would we give you more money so you can disappoint us again?”

10. Lack of Follow-Up. You promised to call back with a solution, but you did not. We feel neglected, and therefore, you will not miss us when we take our business somewhere else.

11. Hidden Fees. We hate these. Some airlines now CHARGE customers a booking fee when their own website for booking a flight is not working. What?!?
Discovering hidden fees or additional charges during a call upsets customers, particularly if they were not clearly communicated upfront.

12. Inconsistent Information. Receiving conflicting information from different agents can be incredibly frustrating. Customers expect consistent and accurate information. Mary’s note: Did not get what you needed during the first call? Call back and hope you get a better agent.

13. Limited Hours of Operation. Limited availability can frustrate customers who need assistance outside of standard business hours.

14. Irritating Hold Music. Annoying, loud, or repetitive hold music exacerbates the frustration of waiting on hold.

15. Interruptions and Distractions. Agents who are easily distracted, put customers on hold without explanation, leave customers on hold without checking back with them, or interrupting them creates a negative experience.

16. Blaming COVID. Stop blaming COVID for why you cannot be more responsive or do your job. I hear recorded lines that start with, “Due to COVID-19 we are….” Just stop. Stop making excuses why you are bad, why your people are not responsive, and why your systems are not working. Get better. COVID is not the reason you are bad at your job. Stop using it as an excuse.

17. Rigid Policies. A lack of flexibility in company policies means losing customers. No, customers are not always right, but honest mistakes happen, and responsiveness can make a break customer loyalty. Telling us “It is against company policy” makes us believe that you have ridiculous, outdated, or just stupid company policies. Either that or you are looking for an excuse to not help your customers.

18. Unprofessional Behavior. Rudeness, impatience, or unprofessional behavior from customer service agents drives customers away. Yes, we know it is a tough job, and that you handle complaints 99% of the day. But we are frustrated, too, and it is your job to help us. That is why you are in customer service.

19. Lack of Personalization. Generic responses and a lack of personalization make customers feel like they are just a number. Use our names, reiterate that you are going to help, and make us feel like you actually care.
Mary’s note: When using names, ASK if you can use a customer’s first name. It is rude to assume that we are on a first name basis,

20. Lack of Accountability. When organizations fail to take responsibility for organizational mistakes or issues, customers feel helpless and angry. We bought your product or service because we needed it, wanted it, and thought it would improve our lives. When it does not, we feel ripped off.

Everyone has a story of bad customer service. What is yours? I would love to hear it!