Imagine a customer goes to a theme park and buys a fast pass to avoid lines. The fast pass, however, doesn’t work. As a result, the customer is forced to spend an extra hour in line to get a new one (totally defeating the purpose of buying a fast pass in the first place).
Connect First Blog Posts
Sitting through hold music while you wait for a customer service agent is usually a maddening process for a consumer.
The next time you fly, pay attention to what happens near the cockpit as you board and exit the aircraft. In most cases, the pilot and co-pilot will be standing right next to the stewardesses, ready to greet you, shake your hand and thank you for flying with them.
How many times have you heard the statistic about how the majority of customers will never make another purchase with your organization after one bad contact center experience? Different variations of this study have been floating around the customer service industry for years; the latest research from PWC, for instance, indicates that 56 percent of customers will take this drastic step following a negative interaction with an agent.
Is there a strong need for customer service in the financial services industry where transactions are cut-and-dried?
Let’s be honest: No contact center is perfect, so mishaps are bound to take place from time to time. In today’s high-pressure environment for creating positive customer experiences, however, any misstep can send your patrons scurrying to the competition. According to Accenture, for instance, 66 percent of customers have switched companies due to poor service.
Baseball is back, and that means managers across the country are taking a hard look at their squads and asking the same question: How deep is my bullpen? Is it strong enough to carry my team deep into October?
a Shared Vision and Goal
I’ve been actively involved in service organizations for over 30 years. I’ve seen concepts, terms and buzzwords come and go and then return for a second showing. For example, we all know that service quality is an essential element of the overall customer experience, and critical to what our customers (and prospects) think of our organizations. We can talk about quality circles, quality management, quality assurance, the customer experience and many other phrases – but what matters is that customers and prospects expect a high quality experience when they interact with any organization, even the government. This means that consumers and business partners expect to receive the correct information, shared in a pleasant and positive manner by a service representative who appears to care about the customer as well as the company (or organization) that they support. And when it comes to self-service applications – websites and interactive voice response systems (IVRs) – they expect an easy, pleasant and logical experience.
With March Madness in full swing, it’s a great time to stop and think about strategic planning in the contact center. Just look at all of the upsets we’ve seen so far in the NCAA tournament—like UCLA over UAB and NC State over top-seeded Villanova. Harvard’s jaw-dropping near upset over North Carolina is also worthy of mention.
Embrace a White Glove Approach To Customer Service In Your Contact Center
Your contact center is suffering from a poor memory problem. Every time customers call in to speak with your agents, they need to provide their basic information—like name, Social Security Number and customer ID number, among other sensitive data they hate to distribute over the phone. Is this good customer service?