Cookie Preference Centre

Your Privacy
Strictly Necessary Cookies
Performance Cookies
Functional Cookies
Targeting Cookies

Your Privacy

When you visit any web site, it may store or retrieve information on your browser, mostly in the form of cookies. This information might be about you, your preferences, your device or used to make the site work as you expect it to. The information does not usually identify you directly, but it can give you a more personalized web experience. You can choose not to allow some types of cookies. Click on the different category headings to find out more and change our default settings. However, you should know that blocking some types of cookies may impact your experience on the site and the services we are able to offer.

Strictly Necessary Cookies

These cookies are necessary for the website to function and cannot be switched off in our systems. They are usually only set in response to actions made by you which amount to a request for services, such as setting your privacy preferences, logging in or filling in forms. You can set your browser to block or alert you about these cookies, but some parts of the site may not work then.

Cookies used

ContactCenterWorld.com

Performance Cookies

These cookies allow us to count visits and traffic sources, so we can measure and improve the performance of our site. They help us know which pages are the most and least popular and see how visitors move around the site. All information these cookies collect is aggregated and therefore anonymous. If you do not allow these cookies, we will not know when you have visited our site.

Cookies used

Google Analytics

Functional Cookies

These cookies allow the provision of enhance functionality and personalization, such as videos and live chats. They may be set by us or by third party providers whose services we have added to our pages. If you do not allow these cookies, then some or all of these functionalities may not function properly.

Cookies used

Twitter

Facebook

LinkedIn

Targeting Cookies

These cookies are set through our site by our advertising partners. They may be used by those companies to build a profile of your interests and show you relevant ads on other sites. They work by uniquely identifying your browser and device. If you do not allow these cookies, you will not experience our targeted advertising across different websites.

Cookies used

LinkedIn

This site uses cookies and other tracking technologies to assist with navigation and your ability to provide feedback, analyse your use of our products and services, assist with our promotional and marketing efforts, and provide content from third parties

OK
BECOME
A MEMBER
TODAY TO:
CLICK HERE
TELL A
FRIEND
[HIDE]

Here are some suggested Connections for you! - Log in to start networking.

5 Tips to Go From Scary to Scary Good Customer Service - FCR - ContactCenterWorld.com Blog

5 Tips to Go From Scary to Scary Good Customer Service

It’s Halloween, the season of scary, and it only makes sense to spend a little time talking about scary customer service experiences. In my past several years of blogging on the topic, I have both my good and bad customer experiences well chronicled.

As I scroll deep into the archives of the “bad customer service” category on my blog I’m reminded that my goal in writing about customer service has always been to observe the bad experiences and use them to fuel learning and improvement. Here are some of my favorite scary customer service encounters and some tips for transforming them into scary good customer service experiences.

Scary Encounter #1: Misinform customers.

My first ever blog post was inspired by a haunting experience at a restaurant in the Salt Lake City airport. I watched a customer ask one employee for coffee. The employee signaled that the customer could walk another 10 feet or so to the cashier to place their order. When the customer made it to the cashier they were informed that the restaurant didn’t even have a coffee maker, let alone coffee. The customer was so upset that they left the other items they were going to purchase on the counter and walked out.


Sponsor message - content continues below this message

2022 '17th annual' Global Contact Center World Awards NOW OPEN

Enter your Center, Strategy, Technology Innovation, Teams and Individuals into the ONLY TRULY GLOBAL awards program - regarded by many as being like the Olympics for the Contact Center World! Join the best from over 80 nations and compete for the most prestigious awards out there!

FIND OUT MORE HERE


Content continues ….

Scary Good Tip #1 - Get it right the first time. Customers contact support because they can’t do something on their own. Giving them inaccurate information renders customer service useless and wastes everyone’s time. Make sure you get it right and always look to answer questions customers might not know to ask based on what you as the expert know they’ll need.

Scary Encounter #2: Be unprofessional and put customers in awkward positions.

I once had a bone chilling shopping experience where the cashier was deep in conversation with a coworker, gossiping about one of their colleagues while ringing up my items. I was largely ignored for most of the experience until at one point they turned to me and tried to loop me into the conversation. It was weird, awkward, and unprofessional.

In another frightening encounter I entered a sandwich shop and one of the employees greeted me with the least friendly, most annoyed tone possible. I still laugh about this one because a greeting is intended to welcome the customer and this was anything but.

Scary Good Tip #2 - Focus on the customer and have a good attitude. Let’s steal a page from Disney on this one where they refer to employees as “Cast Members.” This means that when you are working, your workplace is a stage and you are a performer. This is the time to give your very best. When you’re on stage, give the customer your complete focus, choose a great attitude, and leave any personal issues and baggage backstage.

Scary Encounter #3: Make customers repeat their story many times.

On another horrific shopping occasion I was frustrated after being upsold by an employee for the hundredth time (at least it felt that way). I questioned how they didn’t have a record that I had said “No” the previous ninety-nine times — and yet they continued to ask. It was upsetting to know that the store was clearly not paying attention to my needs and preferences as a customer.

Scary Good Tip #3 - Track customer needs and preferences. No customer wants to continue to repeat themselves over and over again. When they contact customer service with a concern, they want to know they’ve been heard and understood. Always note what was said and promised during a customer interaction so that if they ever have to contact support again about that issue, the next person that works with them can pick up right where you left off.

Scary Encounter #4: Don’t honor your promises.

Upon entering another sandwich shop I was spooked to learn that they were no longer honoring a buy one get one free coupon. Apparently they had made a bad decision to offer that coupon in the first place and lost a bunch of money in the process. Similar to giving customers inaccurate information, promising customers one thing and then not following through is a surefire way to upset them.

Another harrowing example is this encounter where my team told a customer that they owed $400 when they really owed $9. The customer responded by calling us idiots — and they were right — we were idiots.

Scary Good Tip #4 - Meet or exceed customer expectations and follow through on all promises. Customers love to do business with people and companies they can consistently trust. This especially applies to anything having to do with time and money. If you promise to reply to a customer or call them back within a certain timeframe, it’s best to be a little early. If you issue a coupon or quote a certain price, that’s the price the customer should see when they receive their bill. Never promise anything you can’t make good on.

Scary Encounter #5: Make the customer go the extra mile.

I once was terrified after purchasing some items from the garden center at a department store. The cashier accidentally charged me twice for an item. Immediately after receiving my receipt I spotted the error. I was then informed that I had to walk to customer service on the other end of the store to have the error fixed. I was the one who had to put the effort forth to fix the problem. Any time physical effort is involved in resolving a problem, the idea of customer effort takes on entirely new meaning.

This totally reminded me of a hair-raising time when a rental car company moved but didn’t post their new location online or at their old location.They also didn’t apologize for making me walk a mile to their new office.

Scary Good Tip #5 - Take ownership for the customer until their problem is no longer a problem. Great customer service professionals are both empowered and encouraged to do this consistently. This could be an associate at a store walking the customer to the appropriate location to find an item rather than simply telling them where to go. It could be a contact center agent offering to conference in the other company that’s actually responsible for the problem. Whatever the situation, take responsibility from start to finish and don’t pawn the customer off on someone else or leave them hanging altogether.

Wow, that was scary, wasn’t it? And that was just five scary customer service experiences. If you’re a customer service professional reading this post, take a moment to share a scary customer experience of your own and how it helped you be scary good at your job.

Also, note that a thesaurus may have been used in the writing of this post. Some of these experiences probably weren’t actually as scary as I tried to make them sound.

Source: http://www.gofcr.com/5-tips-to-go-from-scary-to-scary-good-customer-service/

Publish Date: October 31, 2018 5:00 AM


2021 Buyers Guide Inbound Call Handling Services

 
1.) 
2Ring

2Ring Gadgets for Cisco Finesse
2Ring Gadgets for Cisco Finesse, offered in three bundles (standard, enhanced, premium), empowers supervisors and enables agents to become more efficient.

Supervisors are able to handle everyday tasks on their own from within Cisco Finesse: reskill agents, view detailed information about agents and customer interactions in real-time, receive alerts about important call center events (RONA, Calls in Queue, ..), send messages to agents, or even change wallboards on the fly. Be flexible to provide help when needed.

Agents gain all the features that they need to serve customers faster - repetitive tasks are automated, alerts about important call center events pop-up on top of all the appli...
(read more)

2.) 
3Fiftynine

Branches
Calls are received by the right person or department. The right corresponding information is shown to the agent which makes that appointments are handled quicker and more secure.

3.) 
Agara

Agara is an autonomous virtual voice agent powered by Real-time Voice AI. It is designed to have intelligent conversations with your customers, vendors, and partners without any assistance from human agents. It can handle a wide variety of calls including inbound customer care calls, outbound lead generation calls, appointment scheduling calls, and overdue payment recovery calls.

Agara is available for several industries including banking, insurance, retail, e-commerce, airlines, and telecom. Powered by advanced Real-time Voice AI that understands speech in real-time, automatically determines the right process to follow and guides the caller along in the process with natural conversation.

4.) 
Call Center Studio

Call Center Studio
Call Center Studio is the world’s first call center built on Google and is one of the most secure and stable systems with some of the industry’s best reporting. It is one of the most full-featured enterprise grade systems (with the most calling features, one of the best call distribution, outbound dialing features and integrations—including IVR, AI Speech Recognition, blended inbound/outbound calling and includes Google’s new Dialogflow and Speech API. Call Center Studio is the absolute easiest to use (with a 10 minute setup), and is the price performance leader with lower equipment cost and less setup time.

5.) 
Connect Assist

Contact Centre Services
We’re a specialist Contact Centre business and market leaders helping socially focused organisations deliver quality support to their clients and service users. We do this by providing 24/7 helplines, software solutions and consultancy services.

Since launching in 2006, we’ve operated at the sharp end of customer service, supporting some of society’s most vulnerable people. We’ve pioneered in our space to become a specialist in helplines, whilst using the most advanced communication and database technologies available.

Our social mission has remained a constant throughout, providing many meaningful career prospects and growth opportunities to people within our local communities and fur...
(read more)

6.) 
Jointly International Inc.

Front Office Solutions
Front office is your Company’s first line of customer interaction and serves as the mirror of your business. Focus on your core business and let our competent staff handle your various front office needs such as:

* Customer Service via chat, email or phone
* Technical Support via chat, email or phone
* Helpdesk
* Virtual Assistant/Receptionist
* Answering Service
* Lead Generation
* Appointment Setting
* Verification
* Surveys
* Debt Recover, Collections

7.) 
MattsenKumar LLC

Contact Center Outsourcing
By catering valuable, usable and enjoyable customer service, businesses can increase their CSAT Score and Customer Retention Rate. We help organizations to provide quality customer service through varied channels like email, phone and live chat. Ensuring quality after-sales support is our USP and we rely on proven approaches to ensure quality customer service.

8.) 
OpsTel Services

SPEED
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.

Speed features:

*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 Performance Monitoring

9.) 
Vads

VADS Inbound Contact Center
VADS Inbound Contact Center Services provide live operators who answer incoming calls as you would yourself. A team of professional script writers is available to help you script a greeting and experience programmers will set up a time and money saving program. Our unique approach to call center services is client-focused, and takes each project’s unique needs into account to our client’s satisfaction. We offer solution as part of our service to keep you in touch with your client and drive sales.

- Customer Service
- Walk In Center
- Service Desk

10.) 
Technosys IT Management

Customer Support
Technosys IT Management Bpo, the business process Outsourcing, gives end-to-end transformative administrations for its customers over the globe. The organization's coordinated IT and BPO arrangements approach empowers it to open business esteem crosswise over ventures and administration lines, and address business challenges for its customers. Using inventive business perfection structures, progressing profitability changes, process reengineering, mechanization, and front line innovation stages, Technosys IT Management empowers its customers to accomplish their cost diminishment goals, enhance process efficiencies, upgrade viability, and convey unrivaled client encounter

11.) 
Tru29 Outsource Solutions Inc.

Front Office Solutions
Any part of your business operations that requires constant end-customer facing task is an essential part of your business.

This task requires a good customer experience results for every customer interaction. Our extensive experience in handling Front Office related tasks can help you focus on your core business while being cost-efficient at the same time.
 



View more from FCR

Recent Blog Posts:
When Friendly Customer Service is SecondaryFebruary 20, 2019 5:00 AM
Customer Service Edge Cases. To Empower or Not to Empower?January 18, 2019 5:00 AM
FCR Solutions Spotlight: 5 Contact Center Tech Upgrades to Consider in 2019January 11, 2019 5:00 AM
How Chat Analytics Differs from Voice AnalyticsJanuary 3, 2019 5:00 AM
Sad and Happy GoodbyesDecember 21, 2018 5:00 AM
Creating A Customer Service Quality Assurance Form Doesn’t Have To Be Scary (Here’s How)December 14, 2018 5:00 AM
A Miscellaneous Lot of Thoughts on Quality ScoringDecember 10, 2018 5:00 AM
7 Essentials for a Customer Service Voice and Style GuideNovember 29, 2018 5:00 AM
The Customer Service Advice We’re Thankful ForNovember 21, 2018 5:00 AM
Customer Experience Insights From the InnovatorsNovember 15, 2018 5:00 AM

About us - in 60 seconds!

Latest Americas Newsletter
both ids empty
session userid =
session UserTempID =
session adminlevel =
session blnTempHelpChatShow =
CMS =
session cookie set = True
session page-view-total =
session page-view-total =
applicaiton blnAwardsClosed =
session blnCompletedAwardInterestPopup =
session blnCheckNewsletterInterestPopup =
session blnCompletedNewsletterInterestPopup =