Customer Service Stories - CRM, Call & Contact Center

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Customer Service Stories

This feature is about sharing experiences. We feature corporations who provide excellent service and those who do not. We share the hero stories so we can pick up good practices used, and the villains to remind us of what we should not be doing!

To protect our members', we do not include the names of any of the Villains, however the heroes are always mentioned!

So, if you've had any good or bad experiences with a telephone agent that really stood out, we want to hear about it! - and we'll feature it in this section!

Interested in contributing Service Stories? Submit Them Online Here and tell us who gives the best services and who you just love to hate!

Showing 1 to 15 of 25 Service Stories

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	Wireless Provider, Car Insurance, Airline... Hero Or Villain? We may hate having to pay the bill, but it is possible to have a good contact center experience with a car insurance agency.
	DSL Provider, Hotel, Software Manufacturer, Airline... Hero Or Villain? Booking vacations or calling contact centers to purchase software or DSL services can lead good and bad experiences.
	Villain… Gas Utility Booking evening appointments with gas utility proves a challenge; as worker trusted to do the job cancels a few hours before he was due to arrive.
	Villains...What Were They Thinking? Tamara Wilhite discusses her experiences dealing with a humorous issue regarding mailing lists, and escape from solicitations.
	Villains...TV, Phone & Cable Companies Failed To Meet Customer Expectations What can you do when you keep getting bounced around from department to department or you never seem to get the answers you need? Here are three contact centers that failed to meet customer expectations.
	Villains...Poor Service Leads To Lost Customers Most people don’t mind navigating through IVR when they call a contact center as long as it eventually gets them to where they need to be - poor service leads to lost customers.
	Heroes...Great Service = Customer Loyalty Great service equals customer loyalty and when your contact center promises to call back a customer, you may surprise them by actually keeping to your word.
	Heroes... Cable, Travel & Storage - 3 Companies Pleasing 3 Customers (Premium Content) If your contact centers agents are knowledgeable about your products and services you could turn around a customer from wanting to cancel to wanting to buy. Here are some examples of three contact centers currently pleasing customers.
	Heroes...Insurance Companies' Service Up To Par (Premium Content) Some people anticipate poor customer service when they get in touch with a contact center but there are positive experiences out there. Here are some examples of contact centers that are up to par.
	Villain...Outbound Telemarketer Calls (Premium Content) Carl Friesen of Global Reach Communications goes over his troubles with telemarketers and why he doesn't usually buy anything.
	Villain...Canadian Bank With Less Than 'Royal' Attitude (Premium Content) Sharon Price, Financial Manager at ContactCenterWorld.com, wanted urgent results in a credit card crisis.
	Hero...CIBC Comes Through In Stressful Times (Premium Content) this person found out the hard way where money can end up!
	Hero...Mortgage Bank With Great Quality Monitoring (Premium Content) Ron Strandin of Envision says his best contact center customer experience was with a large mortgage bank in North America.
	Villain...Wireless Provider With No Response (Premium Content) Ron Strandin, the Vice President of Marketing at Envision discusses an unpleasant experience with his wirless communications provider.
	Hero...MasterCard Delivers Impressive Self Service (Premium Content) When the only way to reset an account is talking to a CSR, MasterCard responds quickly to online requests.

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