Jul 3
Customer service at it’s worse
I’m a firm believer in delivering excellent customer service and the benefits that it brings to business. We are always hearing about how to improve customer service so I thought instead I would give you a couple of recent examples that happened to me of how to deliver poor customer service….
1. I was in a call centre doing some NVQ assessing for customer service…. Client calls in…agent answers…very irate and says I have been waiting for 15 minutes trying to get you to answer….to which the agent replies well wait another 15 then…and promptly puts the phone down!
2. I go to open a new savings account…I take the easy route and apply online. Half way through the website replies “we are sorry we can’t progress your request – please call our call centre”. So I phone the call centre. First question…what is your account number? I dont know I didnt get that far with the application. Reply – well without your account number I cant help you! I reply well cant you find my details from my name and address? Agent sighs and says OK hang on I will try but you are not making it easy for me! Agent finds my application and says we need to have details of all your earnings and savings. I ask why as I am applying for a cash ISA. Agent replies we need the information to proceed. I again enquire why and get the same stock answer. I tell the agent look this is too stressful so cancel my application. Agent says fine and thanks for wasting my time! I immediately apply online with another provider. Everything goes through like clockwork and I dont have to supply any income or savings details!
Well hopefully these will have been a bit of fun. But there is clearly a serious side and I am sure I can guess how you would like to be treated.
About the author: Paul Stanford http://www.paulstanford/blog has provided practical advice to hundreds of entrepreneurs for the past 5 years helping them to successfully start-up, transform and sell their businesses. Get in touch to see how his business http://www.4momentum.co.uk can help do the same for you. You have full permission to reprint this article provided this box is kept unchanged.
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