Top Five Annoyances Customers Complain About!

Here are some common client complaints that happen in accounting and finance industry.

Complaint 1: Customer did not get when they expected.

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

Complaint 2: No one is listening to the client’s concern.

The client once mentioned his requirement or concern, but the customer representatives did not catch their concern, clients are very upset and may not choose your firm anymore.Therefore, business should train staff in communication skills and Implement a documentation system (e.g. a hand-over book for shift changes).

Complaint 3: Uninformed staff

Sometimes, customers could complain that some staff may not explain companies' services. The possible solutions are that companies should make sure staff know the companies' services and organize exams for staff periodically. 

Complaint 4: Poor response to information request

For this complaint, companies should retrain staff in how to respond to client requests, Set procedures on how to respond and response time frames and Provide more take-home literature to customers.

Complaint 5: 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.