Comments on: Customer Service Can Make It or Break It http://customersrock.wordpress.com/2007/03/08/customer-service-can-make-it-or-break-it/ A blog about customers, their experiences, and how businesses can make sure their customer experiences rock! Wed, 23 Dec 2009 19:07:18 +0000 http://wordpress.com/ hourly 1 By: Becky Carroll http://customersrock.wordpress.com/2007/03/08/customer-service-can-make-it-or-break-it/#comment-19673 Becky Carroll Mon, 14 Jan 2008 19:53:41 +0000 http://customersrock.wordpress.com/2007/03/08/customer-service-can-make-it-or-break-it/#comment-19673 Albert, thank you for your comment. I agree, the customer experience is often poor on the web where there is no easy way to contact a live person. This can especially be an issue if one lives overseas! Albert, thank you for your comment. I agree, the customer experience is often poor on the web where there is no easy way to contact a live person. This can especially be an issue if one lives overseas!

]]> By: Albert F A Matthews http://customersrock.wordpress.com/2007/03/08/customer-service-can-make-it-or-break-it/#comment-18263 Albert F A Matthews Mon, 24 Dec 2007 02:40:13 +0000 http://customersrock.wordpress.com/2007/03/08/customer-service-can-make-it-or-break-it/#comment-18263 hi, can i say i feel more happy to buy from a site that has live help on the site, so if anything goes wrong you know you have direct contact. which should be done more on the internet i think some support desks are good but you still have to wait half the time till the next day, which is annoying alot of the time. hi, can i say i feel more happy to buy from a site that has live help on the site, so if anything goes wrong you know you have direct contact.

which should be done more on the internet i think some support desks are good but you still have to wait half the time till the next day, which is annoying alot of the time.

]]> By: Becky Carroll http://customersrock.wordpress.com/2007/03/08/customer-service-can-make-it-or-break-it/#comment-17040 Becky Carroll Tue, 04 Dec 2007 20:29:25 +0000 http://customersrock.wordpress.com/2007/03/08/customer-service-can-make-it-or-break-it/#comment-17040 Jeronimo, thank you for adding your perspective. It is usually not the rep's fault, as you point out, and I am always careful to encourage Customers Rock! readers to treat reps with respect. Usually, they are following a set script or guidelines, as you shared, from which they cannot deviate. They can escalate, but depending on their measures, they may not be incented to do so. It is only when an organization begins to view their customer service department in a strategic role that true change can begin. Jeronimo, thank you for adding your perspective. It is usually not the rep’s fault, as you point out, and I am always careful to encourage Customers Rock! readers to treat reps with respect. Usually, they are following a set script or guidelines, as you shared, from which they cannot deviate. They can escalate, but depending on their measures, they may not be incented to do so.

It is only when an organization begins to view their customer service department in a strategic role that true change can begin.

]]> By: Jerónimo http://customersrock.wordpress.com/2007/03/08/customer-service-can-make-it-or-break-it/#comment-16910 Jerónimo Sat, 01 Dec 2007 18:31:14 +0000 http://customersrock.wordpress.com/2007/03/08/customer-service-can-make-it-or-break-it/#comment-16910 A few years ago I worked for an offshore customer service company that worked for companies in the US. Although you may feel tempted to put the blame of bad service on the reps, let me tell you that most companies have detailed guidelines that the rep must follow in order not to get fired. The purpose of this scripted guides changes from company to company. In MCI it was to sell you something, in Tracfone the most important thing was to gwet rid of the clien fast. While I worked there, I never met a CSR who didn't want to help; yet, if you did help everyone without selling them something or taking the time to solve a problem you were surely not going to make it to the end of the month. Even today, I would recommend MCI if you're looking for a phone company. But, whatever you do don't get a Tracfone. The slightest complication may turn into a nightmare due to their policies. A few years ago I worked for an offshore customer service company that worked for companies in the US.
Although you may feel tempted to put the blame of bad service on the reps, let me tell you that most companies have detailed guidelines that the rep must follow in order not to get fired. The purpose of this scripted guides changes from company to company. In MCI it was to sell you something, in Tracfone the most important thing was to gwet rid of the clien fast. While I worked there, I never met a CSR who didn’t want to help; yet, if you did help everyone without selling them something or taking the time to solve a problem you were surely not going to make it to the end of the month.
Even today, I would recommend MCI if you’re looking for a phone company. But, whatever you do don’t get a Tracfone. The slightest complication may turn into a nightmare due to their policies.

]]> By: A Tale of Two Doctors « Customers Rock! http://customersrock.wordpress.com/2007/03/08/customer-service-can-make-it-or-break-it/#comment-14144 A Tale of Two Doctors « Customers Rock! Tue, 16 Oct 2007 05:47:40 +0000 http://customersrock.wordpress.com/2007/03/08/customer-service-can-make-it-or-break-it/#comment-14144 [...] Posts Growing the Business: Coffee House BluesCustomer Service Can Make It or Break ItThanking OthersWhere Did My Dress Go?Tips for Listening and LearningIs Ambient Marketing Good for [...] [...] Posts Growing the Business: Coffee House BluesCustomer Service Can Make It or Break ItThanking OthersWhere Did My Dress Go?Tips for Listening and LearningIs Ambient Marketing Good for [...]

]]> By: Becky Carroll http://customersrock.wordpress.com/2007/03/08/customer-service-can-make-it-or-break-it/#comment-439 Becky Carroll Tue, 13 Mar 2007 02:42:28 +0000 http://customersrock.wordpress.com/2007/03/08/customer-service-can-make-it-or-break-it/#comment-439 Thanks for allowing me to share the story, Mike. When even one's employees are recommending other companies based on poor service, it is time to have an overhaul. Thanks for allowing me to share the story, Mike.

When even one’s employees are recommending other companies based on poor service, it is time to have an overhaul.

]]> By: Mike Wagner http://customersrock.wordpress.com/2007/03/08/customer-service-can-make-it-or-break-it/#comment-438 Mike Wagner Tue, 13 Mar 2007 02:35:44 +0000 http://customersrock.wordpress.com/2007/03/08/customer-service-can-make-it-or-break-it/#comment-438 Becky, thanks for taking my story and putting it in such a meaningful context. It was great to play a part in your conversation and that of Valeria's! Keep creating, Mike Becky, thanks for taking my story and putting it in such a meaningful context.

It was great to play a part in your conversation and that of Valeria’s!

Keep creating,
Mike

]]> By: Becky Carroll http://customersrock.wordpress.com/2007/03/08/customer-service-can-make-it-or-break-it/#comment-434 Becky Carroll Mon, 12 Mar 2007 16:46:56 +0000 http://customersrock.wordpress.com/2007/03/08/customer-service-can-make-it-or-break-it/#comment-434 Thank you for your thoughts, Valeria! I think there are several potential reasons for poor service (I think I feel a future blog post coming on). Someone could be having a bad day (or just isn't suited to a customer-facing role). It could be the organization's structure. It could also be the metrics; reps do what they are measured to do, for the most part. It could also be us. Many of us put on a surly attitude when we feel we deserve better. Having listened-in on customer service calls, I can tell you that some of those reps have a pretty hard job staying positive when the customer is rude to them. It could also be that customer service is not a priority for many organizations. It is viewed as an expense rather than as an investment. Unless we invest in our customers, they may indeed roll on down the street to a competitor! Thank you for your thoughts, Valeria! I think there are several potential reasons for poor service (I think I feel a future blog post coming on). Someone could be having a bad day (or just isn’t suited to a customer-facing role). It could be the organization’s structure.

It could also be the metrics; reps do what they are measured to do, for the most part.

It could also be us. Many of us put on a surly attitude when we feel we deserve better. Having listened-in on customer service calls, I can tell you that some of those reps have a pretty hard job staying positive when the customer is rude to them.

It could also be that customer service is not a priority for many organizations. It is viewed as an expense rather than as an investment. Unless we invest in our customers, they may indeed roll on down the street to a competitor!

]]> By: Valeria Maltoni http://customersrock.wordpress.com/2007/03/08/customer-service-can-make-it-or-break-it/#comment-423 Valeria Maltoni Fri, 09 Mar 2007 15:37:19 +0000 http://customersrock.wordpress.com/2007/03/08/customer-service-can-make-it-or-break-it/#comment-423 We've all heard the stories and lived some in first person: horrible experiences on trying to receive assistance from a company. I really would not call it service, would you? I do wonder though if it's the fault of the reps, or if it is the fault of the organization that doesn't understand how it needs to structure to assist clients. We’ve all heard the stories and lived some in first person: horrible experiences on trying to receive assistance from a company. I really would not call it service, would you?

I do wonder though if it’s the fault of the reps, or if it is the fault of the organization that doesn’t understand how it needs to structure to assist clients.

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