Raj Wadhwani - ContactCenterWorld.com Blog Page 9
This week I experienced problems with service from a variety of suppliers and in many cases the people servicing me lacked common courtesy. I’ll share one example now - more to follow!
I had booked a 6:10am flight from my home town (Thunder Bay) to Toronto Tuesday and got to the airport on time. I went through the security and arrived at the gate 15 minutes before boarding time. I then sat down and waited for a boarding announcement. Then I got a message on my cell phone from Tripit (very useful travel program folks - worth getting!) to say my 6:10am flight had been cancelled and that I was rebooked on the 7:25am flight which was a slower plane so would be almost 1.5 hours behind schedule when I arrived. I looked up at the message board and there was nothing about the cancellation so I went to see the airline agent who, when I asked about the flight being cancelled responded "yes we are just getting to that, would you like me to rebook you on the next one?" 'Yes" I replied and she went down a list of names and put a line through mine. I told her this was going to cause me issues and all she said is "keep your boarding pass and phone the airline if you want"
She did not apologize for any inconvenience. She was not empathetic, just nonchalant about the whole situation. It took another 20 minutes (approx.) before they made an announcement about the flight being cancelled to other passengers.
Yes the cancellation was annoying but so was the lack of common courtesy - what’s up with that? Not even an "I am sorry". You had any experiences you can share? We'd love to hear them!
Publish Date: May 10, 2012 3:59 PM
I just booked a rental car thru a rental company I have a loyalty program with and noticed a link for a $10 rebate so clicked on it only to see a message that I need to call a 1-888 number so I did.
The call was answered within a few secs and the agent told me I would get a rebate. I asked why and he said smartly "because you called the rebate number" he then said "ok so what I will do is start by taking your name". I asked "how long will this take?" and he replied "depends on how many questions you ask"
Now its almost midnight and the call seemed weird. I don't know what this call was supposed to be about - I guess some sales promo - it was not explained and he did not aswer my question so I just hung up.
Not very smart - If I felt if the reason for the questions was clear and he was not such a smart a** I would have continued. Have to say left a bad impression of this whole program and the company I booked my rental through!
Image below shows the post-booking offer. You guys know who you are - makes me rethink my strategy for who I book with in the future!
Publish Date: May 6, 2012 4:56 AM
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Nathan Gunn and Matt Veal! Wish you success
Publish Date: May 3, 2012 10:27 PM
Recently my experiences with Canadian Financial Services companies and Banks have been great and I have written about the good work of companies like TD and Amex. However, sadly I write about another one today and its not good this time.
I am a Top Tier Gold member of British Airways Exec Club and like my wife, wanted to apply for a BA Card to earn more points so when I was on the BA website and saw the offer of a card via this bank I applied online. My wife got her card when she applied within days. I didn't, I got a letter saying I did not qualify. Now I earn 50% more than my wife and we share the same mortgage and only a couple of other debts, No credit card debt whatsoever so I wanted to ask why and called the number on the letter I received.
I just got thru to the 5th person at this bank - each time the person I spoke to said I need to be put thru to another dept. - why do they publish a number to call if its wrong? I also want to know why I have been transferred thru to 5 different people and now I am on hold waiting for someone to find out what’s going on. It seems this bank is not that good at service.
Kelly just took my call and has put me on hold whilst she checks some things so, in the meantime here is another story about the same bank. 11 years ago when we first moved to Canada, we were introduced to the bank via our lawyers here in Thunder Bay and set up an account for our personal and business needs. A few weeks later we closed down all UK accounts and came to deposit a bankers draft in our account just before heading to the US for a trade show. The banker who saw us started acted strange with the bankers draft and then started questioning our integrity and that how did he know the draft was legit etc ! It got crazy – he was talking about money laundering etc and it shocked us so much that we cancelled the account and never went with them again.
Kelly just came back so on with the call. She was helpful and suggested I go into the local branch to apply as a branch can do more than they can over the phone or via the internet. I thanked her for her time and helped and told her it’s too much hassle. So, my second experience in 11 years has not been good. Probably won't ever try them again! I'll stick with my other cards and accounts!
Publish Date: April 16, 2012 8:38 PM
Our bank is pretty good with online services for businesses but recently we uncovered some issues that we alerted staff to. We regularly travel and need foreign currency. On the last 2 occasions we ordered online for collection at a branch near to us. My CFO filled in the online forms which included her name, email and phone number and requested we are called once the currency arrived. No call. 3 weeks later she visited the branch and they eventually found the currency but on the system they use there was no reference to who ordered it hence they could not call us! How silly is this? They receive notification, get the money and don't know who its for! So much for self service, next time we will go in person and make sure they order it and know who it’s for!
Publish Date: March 29, 2012
I'd like to know your views - we are looking at a loyalty scheme to reward customers for purchases and also loyalty to our brand. In your opinion, do loyalty schemes in a B2B environment work and if you have any advice for us, message me through the CCW networking center or email me at email@example.com
Appreciate your views and ideas! Thanks
Publish Date: March 27, 2012 12:37 AM
Called Amex, TD and BMO Friday evening to inform them I will be overseas so they can authorise expenses. All were great - Amex and TD on a par, but BMO stood out a little more - very friendly professional. So A+ to BMO and A to Amex and TD. Nice to speak to these folks and always good service.
Publish Date: February 18, 2012 6:29 PM
In past few days had reason to call America Express, Hilton and Egnyte - all customer service calls.
In all cases calls were answered almost immediately, the service professionals were that, 'professional', friendly and clear. All were excellent and made feel feel I was working with a top company. Congrats to you all!
Publish Date: February 16, 2012 11:08 PM
I went shopping at an office supplies store for a new whiteboard for my office last weekend and ended up buying 2.
Put first up and noticed the free marker pen that came with was broken - literally shattered s threw it away. Then went to put second up (pen was good on this one) and noticed the front of the board was coming away - it was like a laminate so took it back.
Saw the manager and explained I’d like a replacement. I then went to get a replacement from the shelf and noticed the pens on all the remaining ones were also shattered - not a big deal as I had enough anyway at the office. When I went to do the exchange, I mentioned to her (the manager) the pens on all their stock were broken - even showed her the one on the replacement board was broken - she just looked at me and said "oh, ok". She could have easily have got a replacement pen and made good but she did not. Now, I wasn’t that bothered but what a great opportunity was missed to deal with a problem and show how great their service is. So, my mark out of 10 for service? 2 - that’s because it was easy to exchange but that was about it!
When you have a comment and you can do something about it, do something! Often it does not take much to fix a problem! It’s basic!
Publish Date: February 10, 2012 5:13 PM
I have stayed at the occassional Premier Inn over the years. Tonight I checked into the Premier Inn on Bath Road Heathrow and what a pleasant place it is - this is the first hotel I have ever stayed at where there are self service check in desks and lots of friendly staff to help. The whole place is very welcoming and the layout makes this a very inviting place. Its packed as well.
I have also had reason to call their contact centre several times in recent weeks and was very impressed.
Lastly, refreshing for a hotel to offer a money back guarantee if you dont have a good nights sleep! Impressed! Well done Premier Inn - I will certainly stay here again when I need a place to stay before flying out from the UK
Publish Date: January 19, 2012 8:26 PM
Just arrived in London, England where I will be for a few days then heading to Vienna for a 4 days then back to UK before heading home to Canada on 20th. Looking forward to finalising plans for our EMEA conference. Will also write about my experiences with BA and their First Class Cabin which I paid extra to try on an upgrade offer! Catch you later.
Publish Date: January 7, 2012 9:04 AM
Wanted to say these guys at egnyte are very good at service - always quick to answer calls and submitted tickets and their staff are friendly and professional. Even on New Years day they were there helping me with some challenges.
Well done guys, you get a ...
Publish Date: January 4, 2012 10:24 PM
TopPlace2Work.com - one of our FREE tools for contact centers to use to measure employee engagement is really taking off and its exciting to see the feedback we are getting. Its a free tool and allows your staff to give feedback via TopPlace2Work.com on how they feel working for you. Try it! go to TopPlace2Work.com
Publish Date: December 29, 2011 8:32 PM
WOW - 2012 should be a great year for the industry! We are breaking records with entries for the 2012 Top Ranking Performers in the Contact Center World Awards - seems more and more companies really value the approach we have where you learn as you participate and get the opportunity to hear who else is doing great things and how.
The awards on offer this year include:
|Best Community Spirit
Given to the company that demonstrates a commitment to the community and is involved in local community activities.
|Best Contact Center Design Award
Award presented to the contact center with the overall best design and features to enhance employee satisfaction.
|Best Contact Center Executive / Director
Given to the Executive / Director who manages and directs the entire center including staff, systems and practices.
|Best Contact Center Sales Pro
Award given to the Contact Center Sales Agent that can demonstrate outstanding sales results and a commitment to the customer and the organization.
|Best Contact Center Supervisor
Given to the Contact Center Supervisor who manages a knowledgeable and highly motivated team of agents to exceed customer and corporate expectations.
|Best Contact Center Support Pro - HR
Award given to the contact center support professional who provides outstanding Human Resources support to to existing and potential staff at the contact center.
|Best Contact Center Support Pro - IT
This award is given to the IT individual who provides outstanding support to the contact center.
|Best Contact Center Support Pro - Workforce Planning
This award is given to the Workforce Planning Professional who provides outstanding support to the contact center.
|Best Contact Center Trainer
Given to the Contact Center Trainer (internal or external) who contributes significantly to the overall success of the Contact Center by delivering exceptional training programs.
|Best Customer Loyalty Program
This award is presented to the company that has developed and managed a highly successful customer loyalty program that resulted in increased customer satisfaction and loyalty to the company over a sustained period of time
|Best Customer Service Pro
Award given to the Contact Center Service Agent that can demonstrate best in class service excellence and a commitment to the organization.
|Best Direct Response Campaign
Given to the overall Best direct response campaign managed by a contact center.
|Best Help Desk
Given to the overall Best Help Desk that can focus on staff at all levels, demonstrate a commitment to the customer, and ensure that the performance and objectives of the Contact Center are in line with the organization's goals.
|Best Home / Remote Agent Program
This awards is presented to the company who has developed a successful home/remote agent program
|Best In Customer Service
Given to the Contact Center that can clearly demonstrate total dedication towards customer service and outstanding results.
|Best Incentive Scheme
Given to the overall Best Incentive scheme run in a contact center.
|Best Outbound Campaign
Given to the Contact Center that can demonstrate creativity, results, and Contact Center integration using outbound calls as the primary tool.
|Best Outsourcing Partnership
This award is given to the client and outsourcer who have a highly successful, professional and outstanding business relationship with proven results.
|Best Recruitment Campaign
Award given to the most successful and innovative contact center recruitment campaign.
|Best Sales Campaign - Inbound or Outbound
Award presented to the company who can demonstrate they have developed a high value sales campaign with solid results. This can be inbound or outbound.
|Best Technology Innovation - Internal Solution
This award is given to the Contact Center that can demonstrate creativity through the use of internally developed technology to enhance business performance or customer service.
|Best Technology Innovation - Vendor Solution
This award is presented to the organisation that has developed a technology solution for contact centers.
|Best use of Self-service Technology
This award is open to any center that has successfully implemented self service solutions within the past 24 months with proven ROI and can demonstrate increased customer satisfaction overall as a result.
|Best use of Social Media in the Contact Center
This Award is open to any center / company that has a social media strategy as part of its overall sales or service and that strategy has led to increased sales and/or enhanced customer satisfaction.
Take a look and consider entering before the Jan 15th deadline
Publish Date: December 28, 2011 11:05 PM
I wanted to share with you some thoughts this time of year so have written a piece I will publish on ContactCenterWorld.com this weekend.
In the meantime, like to wish you all the very best for the holidays and lots of success in 2012!
Publish Date: December 24, 2011 4:36 PM