Surveys: The PR Nightmare Vaccine - Plum Voice - ContactCenterWorld.com Blog
When thinking of surveys, it’s important to remember what they actually are: data. Surveys yield data that helps us make informed decisions on just about everything these days. Certainly, politicians don’t make a move without them. And companies use them to guide their customer service.
Customer service PR nightmares are cautionary tales for the rest of us. They remind us that, while human intuition will always play a part in customer service, it may not trump data we get from our surveys.
When Common Sense Isn’t Enough
Common sense dictates that when a customer wants something, even if it’s to leave the company, we have to provide that for them. Business suffers if we try to bully a customer, and a PR nightmare hurts a lot more than one lost customer.
But how do you tell what’s common sense in a given situation? It’s up to the customer service rep at that point, which means the decision comes from a place of subjectivity. And common sense, paradoxically or perhaps ironically, seems to vary between people.
If we poll our customers, we’ll know what’s ‘common sense’ for them, or what most of them think is appropriate in a given situation. The numbers will vary, but we’ll have a range to base policy on.
Hard Data Trumps Subjectivity
Hard data forms the basis of customer service efforts. Without knowing what’s in our customers’ minds, how can we possibly know how to serve them? We need to understand them as people.
“Companies need to treat the customer service interaction as something more personal, and customers need to treat it more as a business transaction,” Your Call Is (Not That) Important To Us author Emily Yellin told NPR.
With customer service, our job is to make doing business with us easy and a pleasure, not a chore. Pushback and hard-selling techniques are not the path to great customer service. And if we claim to provide great service, we need to actually provide great service.
“The promise that we make to customers is that we’re going to provide a great experience,” said Zappos call center head Rob Siefker. “If we’re going to market that and say that’s what our brand is, then when somebody calls us, that needs to the be the experience they have.”
PR Nightmares Are (Perhaps Unfortunate) Informal Surveys
In a way, PR nightmares serve as informal surveys for many companies. Not ones they would script themselves, but surveys nonetheless. Things go viral, and the public offers their opinions.
Again, maybe not the surveys companies want. But ones they can use to improve customer service. Which, in the end, is the goal of any customer service survey.
Publish Date: July 25, 2014 5:00 AM
|All Suppliers||Get Listed|
(VIEW OUR PAGE)
Advanced AI technology and Natural Language Processing delivered to clients in the Cloud that harnesses both voice and digital conversations. The focus is on building an environment where intelligent ...
(VIEW OUR PAGE)
CTI Software is the creator of custom application called Davos, which complements the telephone client solutions with intelligent features such as automated call attendant, call recording and archivin...
|PREMIUMFuture Gen International Pte Ltd|
(VIEW OUR PAGE)
Outsourcing provider of English Call Centre services, Audio Transcriptions, Big Data ETL (Extract, Transform, Load) , Big Data Visualization, Big Data Predictive Model Generation
View more from Plum Voice
Recent Blog Posts:
|Bring Your Own Telecom: Is it Worth Doing?||July 26, 2018 5:00 AM|
|Visa Verified: Plum Voice Secures a Listing on Visa’s Global Registry of Service Providers||July 12, 2018 5:00 AM|
|What You Need to Know about Poor Call Quality||June 7, 2018 5:00 AM|
|Fairly Allocate Call Transfers to Multiple Contact Centers||May 17, 2018 5:00 AM|
|Making Natural Language Processing Feasible with Artificial Intelligence||February 8, 2018 5:00 AM|
|Outsourcing or DIY? Find the Right IVR Development Approach||November 30, 2017 5:00 AM|
|IVR That Saves $5M per Month||November 16, 2017 5:00 AM|
|The Limitations of Speech Rec & How to Combat Them||November 2, 2017 5:00 AM|
|Why Not All IVR Software Is Created Equal||October 17, 2017 5:00 AM|
|How to Get More From Your IVR with Artificial Intelligence||September 28, 2017 5:00 AM|