Hi regular readers, you will know I blasted Dell a few weeks ago whilst trying to get some support. Have to say, they have been amazing. They put Jonathan Royer on the case to resolve this and he was simply brilliant. The research shows that a satisfied complainant is more likely to recommend than someone who has no reason to complain - I am proof of that! Jonathan was superb and on the ball and even when he was away, he had other colleagues keep in touch. he did what he said he would and everything worked out great. Thanks Jonathan, thanks Dell for employing him and your service. Do I feel bad I blasted them? yes and no - I guess if I just walked away and never said anything they would have lost me for ever, at least they had the chance to do something and they did. Well done Dell 10/10!
... if you are reading this and your company makes it easy for customers to complain hats off to you - complaints resolved = very happy customers who will probably go out of their way to sing your praises!
Publish Date: October 26, 2011 3:03 PM
This week I took a call from a sales professional at a credit card company. As soon as I answered the call the salesperson asked to speak to me, I said who is calling? (I was screening my own calls which I often do especially if someone can’t pronounce my name) and she responded "X from company y". As I am one of their customers I said “Raj here, how can i help?” She then went into script mode and rattled off what seemed like a 3 minute presentation about their credit protection insurance before saying or asking anything else. Not once did she ask if i had a moment to talk. I have trained thousands of sales professionals in my time and one thing you always do is introduce yourself and ask “is now a good time to talk?”. What can the customer say? “Not now – call back”, “I'm eating dinner”, “no”, “what’s it about?” or “YES”. Each response can have it's own next action from a script perspective that moves the call along.
But simply ignoring this common courtesy of asking is like bursting into a client’s office without knocking and expecting them to stop and listen to you. If you want better sales results and happier customers on the phone, less customers saying “add me to your do not call list” etc, then be courteous and ask if the person you are calling has a moment to talk. It's basic, it's courtesy and it works!
If you want to do a test, I dare you to burst into your bosses office when the door is closed and he/she is in a meeting with ‘their boss’ and see what they say when you just rush in and start talking about something YOU want them to do for you. Watch their reaction – if they tell you where to go, then consider are you doing the same to your customers?
And, if the script was provided to you by someone else then challenge them with the same task – script writers need to understand basic courtesy as well.
Anyway, you will be pleased to read I was not rude to this salesperson, I did get a bit irritated though after 3 times saying no that she kept on coming back with more – in the end she gave up because I did not have a need for what she was selling at this time.
Publish Date: October 26, 2011 10:01 AM
Big thanks to Dana White, Pres of UFC and his team for accommodating us during our conference in Vegas - we will be heading down to see TUF gym! This exclusive tour will be lots of fun - as an avid MMA fan and someone who trains with pro-fighters at The Leading Edge MMA gym in Thunder Bay I am a little excited! Thanks UFC!
I met Dana 2 years ago and interviewed him - here is the article http://north-america.contactcenterworld.com/view/contact-center-article/ultimate-leader.aspx)
Publish Date: October 20, 2011 8:58 PM
T minus 2 weeks to the start of the annual global best practices conference where the Top Performers from Europe, Middle East, North & South Americas and Asia Pacific will meet and share best practices!
I am really excited to hear what the Best in the World are doing in terms of customer satisfaction, employee engagement, productivity, social media and more. I only get this unique opportunity once a year and I am looking forward to this.
I estimate that I will hear between 350-700 best practice ideas in the contact center - WOW - that’s a lifetime in just 3 1/2 days! An extraordinary bunch of professionals with world class ideas :)
We only have a few tickets left and then its SOLD OUT completely! Find out more https://www.contactcenterworld.com/vegas/
Publish Date: October 19, 2011 10:29 PM
As I Brit I appreciate some good old British humour especially when its delivered by 2 of the best - Ronnie Corbett and Harry Enfield. When I saw a 15 second except on National News here in Canada last night I had to see the full skit on Blackberry. Below is a link to watch the full 3 minute skit - its brilliant. Just a note for those who are not familiar with the UK cell phone market - Orange is a mobile phone operator (helps understand part of the skit)
Anyway, kudos to Harry and Ronnie for pulling this one off - shame they just showed the Blackberry bit on the news here because of the blackout - missed some other gem bits and the fact this was shown back in 2010 not because of the blackout!!
Publish Date: October 14, 2011 8:10 AM
Just under 3 weeks to go - the best in the contact center industry are meeting to share best practices and the very best will win awards. This event is almost sold out and delegates from over 20 nations will be there to listen and learn. Looking forward to this annual event we are hosting. Hope to see many members there!
Publish Date: October 13, 2011 11:26 AM
Over the years I have acquired numerous Dell pc's and servers and as we replace them I have been building a nice collection of technology I wanted to donate to Charity. So, thought i'd clean them up and erase any data etc. I called Dell for some help and one of their agents in the Philippines kindly offered to send me disks to recover 5 of them. I received 3 packs with no instructions on what to do. So I called Dell and the service was a nightmare - one agent in the US started to help me even though he said he shouldn’t and he suggested patching me through to the right dept. after I gave him some service tag info.
When i got thru to the other department I had to start all over and this included a request for the service tag - I was in a completely different part of the building now and he insisted i give him the tag - anyway after much discussion he tried my phone number (my suggestion) - there were no notes from all my discussions with Dell and he said he could not help me because the machine I had was out of warranty and suggested i talk to that department. I explained i have all these discs with no instructions and that I actually have 8 or 9 not one as per his notes. I also explained that I have already been thru this several times with colleagues of his who sent me the discs - just wasn’t getting anywhere. I said there must be more notes on their system and gave him my email – after a while he put me on hold and I was extremely frustrated and hung up. I cannot believe what should be so simple is such a complex task - i have the CD's and they won’t tell me what to do because i have to provide all the data again as they did not have it. I am sorry Dell, you are a massive corporation with substantial resources, yet failed me miserably and all I wanted to do was to donate some old PC's to some charities!
Last time I ever buy Dell!
If only they would have enclosed some simple instructions with the discs I probably would have been impressed and written a good service story, now I am being critical because of all the walls I kept on running into!
Publish Date: October 11, 2011 6:47 PM
We are going to issue 150+ certificates at the Contact Center World Best Practice Conference next month in Las Vegas - the event is almost fully sold out! - it’s exciting!
The Certificate in Contact Center Best Practices is valid for 12 months!
Benefits of a Certificate for Contact Center Best Practices:
• Professional recognition from the Global Association for Contact Center Best Practices & Networking
• Identifies you as an individual focussed on Best Practices
• A tangible certificate you can mention on your Facebook, Linked in, ContactCenterWorld profiles as well as on your resume/CV
• Shows your boss that you actually attended key sessions in best practices
• Demonstrates you are current with best practices
Find out more about the next event to obtain yours - every center should have at least 1 person with this certificate!
Publish Date: October 10, 2011 8:58 AM
A member is sent an email by me and his response is (see below) ...(sorry if I offend anyone..)
... i just don't get it. This person is apparently the CEO of EmAcct Consulting in India. Well we don't want members like this so we will delete him off our system! Once every 6 months I get someone like this - shame on them. If he did not want to receive an email from me he does not have to be rude. To all members, you don't want to be associated with people like this and neither do we!
Publish Date: September 30, 2011 2:38 PM
Last week I took my vehicle in for its first service. Was just for an oil change. The Dealership - Lakehead Motors Thunder Bay - took the car in on time and 40 minutes later i returned to pick it up. All was good - it was ready as expected. Fee was reasonable and just as I was paying the service technician told me I would receive a call from Dodge asking for feedback. he told me that the 3rd question relates to his performance and that unless i score him a 9 or 10 out of 10, he would be scored zero by Dodge. Now I know what’s going on here - he is trying to get every customer to give him a 9 or 10 - Dodge probably using NPS and he is looking for high scores. Until he mentioned this I was impressed. Now I question the integrity of the dealership and hope some of our members at Dodge check this out - no point measuring NPS if the people you are measuring are trying to influence the results by telling customers what to do!
I am not impressed – first time anyone has asked me to do this and I am shocked.
Publish Date: September 26, 2011 2:02 PM
I just got off a call with someone who called me claiming my computer was infected with a virus and they can help me remove it - what is it with these guys? Scammers like this do nothing but bring down our industry because some people relate these type of calls to contact centers in general - how do we stop them?? They need to be stopped.
Publish Date: September 22, 2011 1:07 PM
So here in Vegas planning for our event in 6 weeks time. It will be amazing from a learning perspective and have some time for fun as well.
31st October - day before the conference - we will join other delegates who dress up in Halloween costumes - picked mine already and its interesting! :)
1st Nov - taking the delegates bowling - this is always such fun and one of the best ways to get folks networking. Plenty of food and drink plus lots of fun! I can't bowl for toffee but so can't many of the delegates - thats what makes it so much fun!
2nd Nov - Planning a show - suggest La Reve - its amazing
3rd Nov - Scavenger hunt down the strip for delegates. Then off to Hard Rock Cafe for a well earned drink and delicious food.
4th Nov - The gala - we have some excellent entertainment lined up Vegas style - photos are a must! will be amazing event to cap off an amazing best practices event!
Wow - love this industry. The people are amazing and the ideas ... out of this World!
Looking forward to all those who are joining us
bye for now
Publish Date: September 21, 2011 10:33 PM
Goit an interesting email today - its from AMEX Canada asking for feedback.
Publish Date: September 12, 2011 8:19 AM
Must say, I am really excited with plans for our upcoming conference 1-4th Nov in Las Vegas. The presenters are excited too! We have the very best from at least 19 nations around the world participating and having seen these award winners present in the summer, i know this will be a remarkable event - probably our best ever and when you consider we put on a great event, it's always a challenge to top it! Come and join us - there is only 1 Global event of its kind and we are so proud to host it! The early discounts are available until 14th September - details at www.contactcenterworld.com/vegas
Be there or miss out on hundreds of the best, most valuable ideas in the Contact Center World!
Publish Date: September 2, 2011 5:09 PM
Recently ordered some new monitors and purchased online with Futureshop (part of Best Buy). Shipping was by Canada Post and I got a note to say they were ready for collection at the local postal outlet. When I got there one of the monitor boxes was in a real bad shape - looked like it had been mauled by a bear - had chunks taken out of it and had obviously been taped back by Canada Post. Concerned about damage, I had the postal outlet add a damaged sticker and stamp it to say it was damaged and I was told to call the number on the sticker if I had a problem.
I got home and unpacked the box. I called the Canada Post number because the monitor was cracked and bent way out of shape. The agent I spoke to was friendly but not helping much - I asked for her to explain what happens and it was like trying to get blood out of a stone. I had a monitor that clearly was useless and she would not explain anything about what happens - al she said was that I would contacted by the claims department. she would not tell me what they do or how they work - I said "look, I want to know if I should get another one or what I should do" and she would not tell me. I asked when I would hear from the other department and she said "not today" - so i replied "when?" she said reluctantly, you would hear by 30th August - it was 4th August and I would have to wait 26 days? crazy!
Anyway, frustrated I then called Futureshop online store for help and they said I could take the product into the local store for an exchange. I did that and the manager Stewart was fantastic - he was surprised I was told to do that as they are a separate entity from online but he helped out - his customer service staff were not as helpful, they always seem to make me feel like I did something wrong or that I am 'evil' when I take anything back, but he was great - exactly what I would have expected and really appreciated his help - his staff would not accept a printed copy showing what I ordered or let me log on to Futureshop online - he went one better and took me to a place where there is a kiosk in store so i could access my order and print off a copy - why his staff could not do this beats me.
Anyway, Canada Post - BIG thumbs down on service
and BIG thumbs up to Futureshop in particular Stewart!
Publish Date: August 9, 2011 12:12 PM