Top 5 contact center links: diagnosing lousy customer service
Everyone seems to know bad customer service when they receive it. And consultants and trainers are constantly on call trying to prevent it. So why do call center agents continue to annoy, frustrate and generally anger callers? The truth is that lousy customer service from the call center requires more than a smile and a reminder to have a nice day.
This week, the blogosphere was full of cautions against bad service and the analytics to diagnose and cure it.
- Customer excellent guru Eric Jacques points out that your customers usually don’t defect for one simple, glaring reason; he recommends looking in the mirror and questioning the level of personal contact
- Geoffrey James of BNet explores why customer service is so freakin’ lousy, pointing out the key factors of treating the call center as a cost center and not understanding the difference among price, luxury and value shoppers
- BusinessWeek advises knowing what makes your customers angry, including the top three customer complaints: speaking with multiple agents and
starting over every time, dealing with rude or inexperienced
representatives or service technicians, and being kept on hold for long
periods of time or unable to use self-service options successfully.
- It’s not just the customers: employee infighting is a turnoff for customers, too
- Lee Kennedy of Customer Service IQ lists the top 10 customer service turn-offs
What are your thoughts? In a world in which most contact center employees want to do a good job, why is service so lousy?