We all love to hate some of the awful customer service reps we see in movies and on TV because sometimes we can relate so closely it hurts. Here are some of our favorite customer service reps and why you never want them anywhere near your customers (except one).
It’s hard not to love the receptionists in both the original Ghostbusters and the recent reboot. They each bring a unique brand of humor to the situation, yet neither is really good for your customers.
Janine Melnitz’s apathy and sarcasm help her balance the rest of the team’s unadulterated enthusiasm for catching ghosts, yet you’d never want her answering your phone and talking to your customers the same way. Her abrasiveness would have customers running to your competitors faster than you could imagine.
Chris Hemsworth’s Kevin is less offensive, but basically useless. His completely clueless attitude is hilarious, especially from Thor himself. This is also the antithesis of what anyone’s customer service should look like. Kevin didn’t even know what the Ghostbusters did after he took the job!
While Office Space may be a near perfect satire of the workplace at the turn of the millennium, it also gave us the easily relatable “just a moment” answering line, again and again. Too often it seems we are talking to a recording or a broken robot and are left feeling unimportant. Don’t ever let your customers hear the same canned answer from call to call. Listen and adapt to your customers, and don’t shove them on hold right away every time.
The computer guy with a fantastic mustache and killer knowledge of everything computer related. Yet, he is impatient, a know-it-all and generally not a great person. Expertise is something that shouldn’t come with a chip on anyone’s shoulder. Instead, bring a great experience when your customers are in need of help. The next time they are ready to make a purchase, they will think of you first.
While Ron Swanson of Parks and Recreation may have been a strong Libertarian that was trying to dismantle the federal government from the inside, it doesn’t mean you should want a receptionist like April Ludgate. Her cold tones and systematic dismantling of any semblance of organization have left the parks department director without a single meeting for months at a time. While Marchtember Oneteenth may sound like the perfect day for a meeting, good luck trying to find it on a calendar.
The poor front desk customer service in Pretty Woman is so satisfying, as we get to see Julia Roberts get her sweet revenge. While we just love rooting for her, she should never have had to go back in the first place. It’s important to never judge any of your customers, or else you could lose their business, or at least the commission.
Soup is serious business, and it’s important to take pride in your work, but not to the point the Soup Nazi did in Seinfeld. Jerry and George cross the threshold of his restaurant terrified to make the wrong move or lose their soup. While the hilarious setting leaves all of us wondering if the soup is worth it, the loss of customers certainly wouldn’t be.
We didn’t want to fill this list with only bad examples of customer service. While Kenneth Parcell might be focused internally at 30 Rock, he is a prime example of who you want at the forefront of your customer relations. No one has the drive, energy or lifespan of the mythical Kenneth. His smile and willingness to go the extra mile (or many miles) for his coworkers are a prime example of how we should all approach customer service. Provide an experience they didn’t dare hope to ask for and you’ll have lifelong customers. Kenneth is the true magnificent peacock of customer service.
As fun as it is to look at these famous examples of terrible customer service, this should never be your reality. To build excellent customer service, focus on your expertise, willingness to go the extra mile, and always keep one eye on both your needs and those of the customer. If your customer service needs extra support, a professional answering service can bring expertise and friendly interactions with your customers when you can’t.
Publish Date: February 20, 2018 5:00 AM
Alvaria Workforce (formerly Aspect Workforce Management) is a high-performance contact center software solution that provides the forecasting, planning, scheduling, employee self-service and real-time agent tracking to ensure that all agents and supervisors are productive, engaged in their work and delivering an exceptional customer experience.
Noble ShiftTrack WFM
Maximize the efficiency of your contact center and meet/exceed customer expectations with workforce engagement tools that help you accurately forecast workloads, match the right resources to your needs and keep agents motivated. More than just scheduling agents and tracking shifts, Noble’s ShiftTrack WEM solutions optimize labor costs, manage capacity more effectively and improve service levels.
Calabrio ONE offers contact centres the complete toolset to unlock the tremendous value buried within customer interaction data and use it to transform the entire business. One seamless solution combines a fully integrated workforce optimization suite with powerful voice-of-the-customer analytics tools deployed—in the cloud, on-premises, or in a hybrid environment.
Capture every customer interaction across all channels. Extract predictive and prescriptive insights. Elevate customer experiences, improve employee engagement and increase operational efficiency. Then, extend customer-centric strategies across the business to accelerate sales, drive innovation and move your business forward.
Rated #1 by analysts and trusted by some of the biggest brands in the world, eGain Solve helps businesses design and deliver smart, connected customer journeys across social, mobile, web, and contact centers. You can sell smarter, serve better, and know more.
Eleveo WFM was designed to simplify scheduling, forecasting and adherence for commercial contact centers with 500 agents or less. The product is easy to use for supervisors who are not WFM experts, but provides value for scheduling, shift changes, schedule adherence and supports multi-channel and multi-skill requirements. Eleveo WFM was built using open source, cloud technologies but can be installed on premise, in a hybrid environment or hosted for you in AWS.
ethosIQ’s Business Process Outsourcer (BPO) Optimizer allows clients to manage their vendor contact center resources without requiring manual intervention through our manufacture-agnostic data collector processes. ethosIQ collects schedule and exception data, based on your desired parameters. Collection of data is transparent and doesn’t require intervention from either you or your vendor resource. You know your needs, and now you can manage those needs effectively, efficiently and effortlessly, using ethosIQ’s BPO Optimizer!
|7.)||Lieber & Associates|
Technology Consulting Services
Lieber & Associates provides consulting services to select, contract for, test, implement, and optimize workforce management systems. It's technology consultants have worked with all major systems and many smaller ones. Counsel is informed by several decades of WFM experience.
Agyletime Cloud Workforce Management
Agyletime is an enterprise grade true Cloud WFM and t is channel agnostic .
Its ease to Use , easier onboarding, forecasting and better scheduling.
You can integrate to CRMs such as SFDC, Zendesk, ServiceNow and others and to telephony systems such as AVAYA, CISCO, Genesys and other cloud telephony systems ; to independent Chat systems to aggregate data for WFM omnichannel forecasting, scheduling, optimisation and reporting.
SPEED & PLUS
The SPEED solution solves for service level issues while cost optimizing the environment with automation.
Provides an enhanced way to speed up & optimize invoking temporary agent skills configuration changes into the contact center environment.
Speed allows you to schedule both future changes & temporary changes that auto-revert back to the original state when scheduled time expires.
*Automated / Scheduled Temporary Agent Skills Configuration Management
*Immediate Temporary or Reoccurring Schedule Skills Configuration Changes
*Easy to Use/Operations Administration Focused
*Descriptive Monitoring Activity Dashboard
*Detailed “End to End’ Audit Trail and Perfor...
Track staff performance, capture meaningful feedback and deliver quality customer experiences using Phonestat. Our cloud based solution allows you to create simple scorecards to provide instant feedback and training to your staff.
There are powerful integrations to source interactions from anywhere and an open API to allow you to build your own.
VADS Workforce Management
VADS Workforme Magaement is a smart tools that gives connectivity to the workers while working remotely. An intelligent workforce management system that aims to improve operation efficiency with the end goal to provide first.
QPC WFM - Calabrio/Teleopti Specialism
QPC has a long and successful history of delivering tried and tested innovative workforce management systems, and the training and consultancy needed to ensure organisations can leverage the customer service and operational efficiency benefits workforce management principles and automated workforce management systems can deliver.
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