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Up Where Expectations Soar: Customer Care in the Age of Entitlement - Blue Ocean Contact Centers - ContactCenterWorld.com Blog

Up Where Expectations Soar: Customer Care in the Age of Entitlement

 

Admit it, you love it when you’re handed that Starbucks beverage with your name spelled neatly and correctly on the side. Maybe that’s where it all started: that innocent coffee cup with the green mermaid staring back at you. The trend of personalized customer experience has since transformed almost every industry as we know it. From the retail experience to social media connections to issue resolution via the contact center, customers want their individual needs known and reflected in the interactions, services, and products they pay for.

The upside to this personalized, high-touch service is the humanness of it all. When we stop seeing fellow human beings as mere transactions, surely that’s a good thing. The dark side is that for many customers, the expectation of personalization can be a direct path to a sense of entitlement. And a customer who feels they are owed the right to “special treatment” can quickly become an unhappy customer. Cue the angry phone calls and spiteful social posts.

It’s your contact center agents who are left to make things right and, hopefully, earn the customer’s continued loyalty – and they have to be well supported to do it effectively. So, what is the best way to support customers with extremely high service expectations? How do we deliver amazing customer experiences despite increasingly challenging stressors?

The Tools to Tackle Customer Entitlement

First and foremost, there needs to be a very tight relationship between the contact center team and the company leadership team. Everyone, from top to bottom, needs to have an equal commitment to providing an optimal customer experience, and there must be regular communication to determine what that looks like.

In our world, this takes the shape of a unified and documented blueprint of the customer journey, as well as the appropriate tools and systems to support that journey and equip agents to deliver the optimal experience. Omnichannel support, where all contact channels seamlessly integrate in real-time and the customer can transition without having to repeat themselves, is the best foundation to engage customers for the entire lifecycle. But we want to call out the impact of social media in the hands of customers whose expectations haven’t been met. We’ve all seen Twitter explosions over poor customer service (sorry, Comcast). So, for brands that seem to attract more than their fair share of snarky customers, proactive social media support teams are essential, as is a seamless transition from social media to other channels. Again, a smooth digital transition from social to an empowered agent is key.

A strategic Tier 2 support team may also be necessary. Often, with intensely disgruntled customers who feel they deserved better service, the situation often stands the best chance of recovery when your Tier 1 agent escalates the call to someone who is perceived as having greater authority. An efficient escalation process and a well-trained Tier 2 team who are expert communicators can make the difference between a lost customer and a loyal customer.

In some cases, the regular array of tools and resources aren’t enough, and more strategic solutions are required to satisfy frustrated customers. For example, a client of ours in the grocery sector recognized that simply providing a credit for missing or damaged items wasn’t enough for agents to be able to deliver an excellent experience. The stakes were too high for this standard solution to be completely effective. As it turns out, when it comes to food, people often react viscerally to a service mishap or product disappointment, and straightforward make-goods or discounts often don’t cut it. Our client realized they needed to achieve the near-impossible and provide ways for agents to truly win over customers who expected nothing less than perfect service. Part of their solution was a business partnership that allowed agents to facilitate the replacement and delivery of any missed or damaged items within mere hours.

Finally, in the rare case that we interact with a customer whose expectations go beyond the realm of possibility, we flag the contact for review with our client. This is where close collaboration is essential. We want our client engaged in deciding how to manage the customer relationship – we want to understand their decision-making process and use that intel when similar complex interactions arise in the future. It is the closed loop concept – feed the decisions back downstream to recruiting and training teams as well as agents and coach teams to get in front of the problem next time.

The Training to Prepare for Entitled Customers

What is the right hiring profile for a brand whose customers have sky high service expectations? The best agents in these scenarios are people who are highly self-aware and who do not feed off of negative energy – that’s a shortcut to losing customers left and right. We actively recruit for people who self-identify as able to create positive energy in others. We want solution-focused people who can empathize with every customer and can shake off the negativity that comes with handling a barrage of complaints. Even if it’s the fifteenth identical call of the day, a customer needs to believe their situation is unique, and that takes an agent with high emotional intelligence.

But being able to deliver amazing service to even the most entitled customer requires more than the right hiring profile. The training process has to start with imparting a comprehensive understanding of the brand an agent is serving. They need to understand the impact of the service or product they support on that customer’s life, time, family, or career. This foundational knowledge enables genuine interactions, in which angry customers come away with the belief that the agent understands their struggle and is as invested in figuring out a solution as the customer. Beyond comprehending the why and the how, your agents need to care. To paraphrase The Heath Brothers in their book, The Power of Moments, you don’t just need your agents to understand something, you need them to feel something. How outsourcers build that connection between agent/customer/client brand is the secret sauce – and if you are going to RFP for a new customer care provider, that’s where you should be probing for specific examples and process details.

The training doesn’t end in their first few days or weeks. A robust, ongoing coaching program is a necessity. You can’t expect someone to have the skills to handle challenging customers if they don’t know how well they’re doing or where they need improvement on regular interactions. Side-by-side coaching, opportunities for self-evaluation, and regular scorecards are all ways to help agents prepare for difficult interactions with entitled customers.

How to Support Your Toughest Customers

Maybe it’s generational or cultural – or simply a result of personable coffee mermaids; either way, today’s consumers believe they are entitled to and deserve “special” treatment. There is a whole host of studies and surveys out there trying to explain the topic of entitlement. Challenging customers are always going to show up, and your brand’s reputation depends upon how well you are able to serve them.

Source: https://blueocean.ca/customer-care-entitlement/

Publish Date: April 15, 2019


2024 Buyers Guide Analytics

 
1.) 
Alvaria

Noble IQ
Turn business insights into actionable intelligence. Noble’s IQsolutions provide you with rich and robust customer data that can transform your business. Automate decision making and campaign management and refine the quality of interactions with precision and efficiency. We have developed proprietary and patented tools to help you make sense of data on your current operations and then help you make strategic decisions to improve performance and efficiency. Identify who your best customers and prospects are and the ideal methods to reach them. Understand what types of campaigns work best for your business and how to optimize underperforming campaigns. And nake real-time decisions rather than looking back to see what went wrong.

2.) 
BPA Quality

Call Center Quality Monitoring
Outsourced call center quality solutions including Multi-lingual, Multi-Channel Quality Monitoring, Call Center Consulting, Psychometrics & Analysis of Customer-Agent Interactions, Cloud-based Quality Analysis Software configured by Needs, Virtual & In-person Training, Speech Analytics & Speech Analytics Management.

3.) 
Daisee

Daisee
Daisee builds technology that empowers people to solve problems by making interactions simple and smart so they can have a more significant impact, be more productive and be better at what they do. We believe incremental improvements carry huge potency and provide exponentially greater change for the better.

Genesys customers can now automate risk and quality management using Daisee’s speech and sentiment analytics and remediation workflow software. Daisee helps improve customer experience, ensure regulatory compliance, identify missed commercial opportunities & training requirements as well as provide valuable insights back to the business directly from the frontline – the true voice-of-...
(read more)

4.) 
DialogTech

DialogAnalytics™
Powered by AI, DialogTech’s DialogAnalytics analyzes conversations to provide marketing and sales teams a wealth of insights for smarter optimizations. With the power of conversation intelligence, you can learn which channels, ads, keywords, and webpages drive the best sales calls, if the caller converted, and more.

AI analyzes how calls are handled at locations and call centers to detect issues that negatively impact ROI. See what percentage of calls go unanswered and who is best (and worst) at converting callers to appointments and customers. Get email alerts when phone leads are mishandled at locations so those leads can be called back right away.

With DialogAnalytics, you can get a...
(read more)

5.) 
eGain Corporation

eGain Analytics
eGain Analytics makes it easy to measure, analyze and refine your contact center operations, knowledge and web customer experience. Create informative reports, charts and dashboards effortlessly. Slice-&-dice the data in any number of ways and use it to manage the business effectively.

6.) 
Pointel

CXi - Customer Experience Insights
Pointel CXi, the IVR analytics platform, maps the entire customer journey and analyzes calls end-to-end to turn data into actionable insights. Centralized reporting is essential for seamless customer journeys, as it is critical to know where calls are transferred or abandoned.

CXi generates multiple reports on IVR performance, the Customer-IVR interactions, and sticking points in the IVR that cause customers to struggle. CXi’s IVR Analytics platform provides a comprehensive understanding of customer engagement.

Pointel Customer Experience Insights (CXi) delivers actionable information that enables businesses to reduce customer effort, operational costs and increase contact center effi...
(read more)

7.) 
PRILINK

SIP-Trunk Demarc Monitor
Analyzes SIP signalling and RTP audio stream of every call passing through the network demarcation point. Provide a real time 24/7/365 network baseline database that contains the IP bandwidth, call traffic of up to 128 voice groups, Call Detail Record (CDR), call blockage and MOS voice quality. All information are displayed in SIP-Trunk dashboards and are used in many applications, such as Telco collaboration, UC/CC analytics, Work Force Optimization (WFO) and caller identification.

8.) 
Vads

Social Media Analytics
Social media analytics is the practice of gathering data from blogs and social media websites and analyzing that data to make business decisions.

Typical objectives of Social Media include increasing revenues, reducing customer service costs, getting feedback on products and services and improving public opinion of a particular product or business division.

Key the activities involved:

Analyzing net sentiment score
Qualitative and quantitative of sentiment analysis
Measure the emotions (6 Emotions) of the consumers
Mapping out all potential advocates
Measuring a nationwide consumer sentiment
Unlimited data extraction & cleaning
Customized positive and negative keywords
Qualitative and quantitative insights & report writing
Measuring the consumer sentiment

9.) 
Tethr

Tethr is a cloud-based conversation intelligence platform that combines AI, machine learning and over a decade of customer experience and sales best-practice research to surface contextual insights from phone calls, chats, emails and other customer interactions. Companies use Tethr to turn large amounts of unstructured voice of customer conversation data into insights they can deploy to improve their customer experience.

10.) 
Trillys Systems

ActuCall
Imagine for a moment that you are a call center manager responsible for generating revenue through signing new customers or up-selling to existing ones. Imagine that your KPI is telling you you have an abandonment rate of 5% and someone comes along and says "No, your abandonment rate or dropped call rate is 13%." .." How do I know? AcutuCall VoIP software application can show you the dropped call data including, originating number and whether it was a network or equipment failure." Now imagine you can see your calls in progress on a mobile app, take your dashboard where ever you go! "What is a lost call worth to you?"

11.) 
VOIPFUTURE GmbH.

Voipfuture Qrystal
Qrystal provides communication service providers, wholesalers, enterprises, call centers and cloud-based voice providers with unique, dual visibility monitoring capabilities for analysing both SIP and RTP packets.

Unlike other solutions, Qrystal provides visibility into both control and media plane. This way, you get the full picture of in-call user experience, all in one place.

Voipfuture’s patented technology automatically identifies typical impairment patterns, allowing you to reduce the time it takes to fix problems.

12.) 
Xdroid

Xdroid is an independent, privately-owned software development company. This enables us to respond to changes quickly.

Our Artificial Intelligence solution, based on deep expertise, reveals the truth about your customer interactions and will help you to communicate better.

Analytics knowledge is the backbone of our development team. Years of experience in developing high-tech software for contact centers of financial institutions, utility companies, telecom operators, etc., give us an incredible edge.

We help you to predict and anticipate in an uncertain and turbulent environment. Communicate better.
 



View more from Blue Ocean Contact Centers

Recent Blog Posts:
What Happens to Customer Service When Unemployment Hits Historic Lows?July 3, 2019
Keep Your Contact Center in North America Without Breaking the BankJune 24, 2019
Oh, the Places You’ll Go: The 4 Contact Center Location ConsiderationsJune 13, 2019
Before You Go to RFP, Get Friendly: A Guide to On-Site Contact Center VisitsMay 29, 2019
Up Where Expectations Soar: Customer Care in the Age of EntitlementApril 15, 2019
How to Engage Gen Z in the Contact CenterMarch 26, 2019
Blue Ocean Wins 2019 Silver Stevie® Award in 13th Annual Stevie Awards for Customer ServiceFebruary 26, 2019
Empowering Your Team to Deliver Kick-Ass Customer ExperienceFebruary 25, 2019
Are You Using 1999 Metrics to Measure 2019 Customer Care?February 7, 2019
Which 2019 Consumer Trends Will Impact Your Customer Experience Strategy?January 22, 2019

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