5 Biggest Customer Service Fails?

On hold times, Ineffective service, having to repeat information, slow response times and inability to resolve issue remain the main concerns for customers in 2025 and clients are getting tired of it already.

I was in Greenwood Mississippi over the holidays and experienced something quite magical. Old fashioned customer service in a real department store. I was welcomed by a store clerk, they asked about my needs and took the time to get to know me and what I was looking for. It was remarkable and a throwback to days mostly long gone.

So why in this technological age, where we are more connected than ever, have we lost the ability to still have that human touch? Does it have to be that way? We think not. Here’s 5 of the most common gripes we hear about today’s customer service levels and what we, at APlus, try to do differently.

1. Long Wait Times

The Problem

Nobody likes waiting on hold. Long wait times are a top source of frustration for customers and can quickly damage brand loyalty. Customers expect quick responses and efficient service and instead receive immediate on-hold music with a pleasant message reminding them for the next 10 minutes that…”Your call is very important to us”.

How APlus Solves It

During regular business hours we answer your call within 7 seconds, with a real person!

2. Ineffective Service

The Problem

Even when customers connect with a service agent, the experience can fall flat if the support provided is ineffective. Whether it’s a lack of training or inadequate tools, ineffective service results in unresolved issues and frustrated customers.

How APlus Solves It

We train our Client Support Specialists to know the systems inside and out. Many are qualified not only to a Collegiate level but also possess Payroll and HR specific skills and experience.

3. Having to Repeat Information

The Problem

Few things are more frustrating for customers than having to repeat their details or explain their issue multiple times to different agents. This not only wastes time but also creates the impression that the company isn’t organized or attentive.

How APlus Solves It

We assign our Client Support Specialists to specific accounts so you are always talking to the same person who gets to know you and your Company. If they happen to be out, then they will normally have the same replacement who will be there to take over.

4. Slow Response Times

The Problem

Beyond initial wait times, slow follow-ups and delayed resolutions can make customers feel neglected. Businesses lose credibility when they fail to respond quickly to customer requests or concerns.

How APlus Solves It

No ticket numbers and no account numbers. We identify you as the person you are (by your name) and customize the software to match what your Company needs out of it.

5. Rising Costs and Numerous ‘Add-Ons’

The Problem

Even after you agree on a price for services, Companies will continue to ding you with add-on charges for everything from customized reports, document storage to integrations.

How APlus Solves It

We tackle this head-on with our value-inclusive pricing. Need a customized report? Not a problem. Need it sent daily, weekly or monthly? Our pleasure. Unlimited support? You got it. You can connect with your dedicated specialist directly by phone, email or zoom.

Your Next Step for Exceptional Service

Customer service will remain a key differentiator for businesses in 2025, yet these common issues remain and sadly technology doesn’t seem to be solving it.  If you’re tired of average service and need something new in 2025, there is another option.

If being called by a name rather than a number matters to you and your Company, let’s talk about how we can make service something you never have to worry about again—because that’s what we’re here for.

Contact us today to find out how we can simplify your payroll process and help your business thrive.