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Beware Of Techno Babble & Jargon

When I call an organisation, to a degree I expect the person I speak to use the same language as I do and not to talk down to me. What I therefore dislike is agents/reps who launch immediately into techno babble without checking my knowledge. In addition, many companies use jargon, which can often be relevant to their own company. An example was an airline that asked me for my ‘PNR Code’ when I called to confirm a reservation – “What is a PNR Code?” I asked only to be told, “You know your PNR Code or Record Locator!” Eventually I found out this was my booking reference number! How stupid of me, why didn’t I know that!!! Make a point of ensuring your agents/reps do not talk techno babble or jargon to customers who don’t understand them! Start with a sin list to use on the phone and in e-mail as well as web chat sessions and check for these during quality monitoring!

Submit Tips

TIPS

Ensure your agents are aware of how easy it is to sound patronising especially when dealing with technical information or gathering data. For example asking someone to check their main lead is connected and saying something like “the cable that goes ... Read More...
January 24, 2022
 1
 2235 
Now that technology enables us to remotely monitor what happens in the contact center, there is a danger that the visits we used to make where we sat next to agents taking calls and asking them ‘what’s happening and how they are’ may disappear. It’s ... Read More...
January 23, 2022
 3
 1545 
If your agents transfer calls to other offices, consider the option of an assisted transfer – where your agents check to make sure there is someone at the other end and/or lines are not busy. Some companies do not do this and the result can be that v... Read More...
January 22, 2022
 1
 3497 
Here’s a tip from the management team at the Aladdin Hotel Resort & Casino, Las Vegas, NV.

Produce a monthly newsletter, which is distributed to all staff inn the contact center and also senior management. It’s a great way to involve staff, keep ... Read More...

January 21, 2022
 2615 
When I recently had reason to complain about poor service from a local car rental company, I called in and spoke to someone giving him the full details. I was promised a call back. That never happened. I called again and spoke to a second person as t... Read More...
January 20, 2022
 1
 3238 
When I complained to an airline about poor service I sent an e-mail because I wanted a record of my comments and also a response back fairly quickly – it wasn’t necessary for me to get an immediate response. So I waited a day or so and when I heard n... Read More...
January 19, 2022
 3088 
Train your agents to be sensitive to customers who are unhappy about an action or promise on your organisations part that was not fulfilled. In our experience sometimes an agent, if not presented with all the facts on screen, can dispute vigorously p... Read More...
January 18, 2022
 3892 
When employing speech recognition in self service applications, as with IVR offer an opportunity for the caller to speak to an operator/agent if they need to. Otherwise it can be frustrating if a caller is trying to get information or reach an extens... Read More...
January 17, 2022
 3352 
Segmentation of your customer base can help you know your best customers, but beware, your best customers may be those you think are the worst!. For example, if you are a credit card company and have one customer who maybe a Platinum card holder who ... Read More...
January 16, 2022
 2
 1646 
I received a phone call from a customer services rep of a major airline following my compliant about the way my complaint was handled. At the end of the conversation there were still some outstanding actions so I asked for a phone call. The rep said ... Read More...
January 15, 2022
 1
 2261 
I had to contact a finance company regarding a change of address. The person I spoke to amended one of the two accounts I had over the phone but refused to help with the other as I did not have my 16 digit reference number to hand. I asked if she cou... Read More...
January 14, 2022
 2181 
When a customer complains to you, the very least you should do is acknowledge the complaint and set their expectations as to when you will reply. If the complaint is about a critical service i.e. telephone, credit card, etc. then your company should ... Read More...
January 13, 2022
 2418 
Remember, although there have been many enhancements in technology and new access channels for customer to contact your company, the agent still plays a key role in making or breaking the customer relationship. It is therefore vital to make sure you ... Read More...
January 12, 2022
 2
 3035 
When you send your customers any correspondence that excludes the name of the sender, what does the customer think? Probably they will think ‘Does this company really care about me?’ By avoiding names, the company is probably telling you they don’t w... Read More...
January 11, 2022
 1
 1841 
When I call a company and am told I need to speak to another department on a different number, I expect that department to be open the same hours as the one I first contacted. If it’s not, I expect the center that is open to be able to deal with some... Read More...
January 10, 2022
 2371 
If you offer customers an e-mail response channel, check with a good sample of customers what their expectations are for a reply. You may be very surprised what customers want these days! – We will shortly be publishing the results of our survey whic... Read More...
January 9, 2022
 1
 1883 
Showing 1 - 16 of 1711 items
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We are proud to announce the winners of The 2022 '17th Annual' Global Top Ranking Performers Awards, The World's Most Prestigious Awards in the industry! Read More...
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