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Article : Getting the Worst of It

Once in a while, we all get bad service. Whether at a restaurant or a retail store, when we aren’t treated as we expect we should, we easily get annoyed. But rather than walk away smoldering, why not apply our bad experiences to improving the way we treat our own clients? Want to learn some great customer service secrets? Attend the Top Ranking Performers Conference in Las Vegas.

Greg Beaver
Vice President Customer Services
United States

"Yes, I recently moved across country and needed the basic essentials of todays modern world; cable, phone and internet access. Because of the subdivion I live in I had no option but to choose AT&T. They offered me a bundled package with multiple rebates if I chose them for all the services. That was four months ago and 13 calls later and I have still not received my promised package rate. Every associate bounces me to a different department of which I have to hang up and call a new number. Customer Service tells me to deal with the rewards team and then they send me bac. and no one seems to even care when I threaten to leave them as a customer if they can not make good on their commitment."

 
Ciara Coghlan
Customer Care Manager
eir
Ireland

"Definitely the recent experience I mentioned with Virgin Atlantic on the way back from Vegas. The staff member was rude and totally disowned the problem. Some of the other staff were vague in the answers they gave us when asked questions and they whole experience was far less than we expected from and airline that prides itself on customer service. It was the lack of willingness to help that really disappointed us."

About eir

Eircom Limited, trading as Eir, is a fixed, mobile and broadband telecommunications company in Ireland, and a former state-owned monopolist. It is the largest telecommunications operator in the Republ... (read more)
 
Graham Kingma
Vice President Customer Experience
The Shopping Channel
Canada

"I was at a Wal-Mart location looking for a specific gift. I also noticed they had a watch repair inside the store and asked if I could get a replacement battery for my watch. She told me to give her the watch, while telling me they only service watches sold at the store. She then looked at it and immediately gave it back while uttering the words "ah no". That was it, she was on to the next Customer. What could she have done to improve the service?

Offered an alternative store in the area
Simply apologized that they don't have the means to service the watch
At least look like she cared about me as a Customer
Apologized but ask if I would be interested in a new watch (you never know!)

All I got was a rude dismissal. And my satisfaction with the organization was dismissed as well."

About The Shopping Channel

The Shopping Channel is a Canadian TV shopping network that offers a wide range of products in different categories like gifts, fashion, health & beauty, Jewellery, electronics, as seen on TV products... (read more)
 
Jeffrey Folkins
Sales Agent
Bell Aliant
Canada

"I called a company to make a change on one of my plans and I ended up on the phone for 45 minutes. I got blind-transferred to three different agents and had to start over and explain to all three agents. It was frustrating but I finally got all of the changes done to my account."

About Bell Aliant

Bell Aliant is one of North America’s regional telecommunications providers, serving a population of 5.3 million Canadians. Bell Aliant was created by joining Bell Canada’s regional wireline busines... (read more)
 
JoAnna Brandi
President
Return on Happiness
United States

"I needed to buy a computer and started the process (which ended up taking WEEKS to sort out) at a big box retailer. Their process was so broken and so stupid that even their staff members agreed that it was the dumbest they've ever seen. (I understand they are going through all kinds of improvement operations now and looking fix all their service gaps.) Compounding my frustration, I then went to one of the internet retailers known for good service. They screwed up the order too, (how hard is it to install xp?) and so at one time I ended up with three laptops all of them NOT what I ordered. YIKES!"

About Return on Happiness

JoAnna Brandi & Company provides customer retention and loyalty has been in business since 1990. JoAnna specializes in creating positive cultures and brings the Science of Happiness into the workplace... (read more)
 
Grace Heny
Director
168Solution
Indonesia

"A foreign worldwide bank called me to collect an outstanding bill while I actually had deactivated the credit card a year ago with zero balance."

About 168Solution

168Solution is a leading Consulting and Training of Contact Center, with proven approach and experience in Contact Center or known as Digital Interaction for Inbound and Outbound, Voice, Email and alt... (read more)
 
Jerry Farrell
Customer Service Operations Manager
Fresenius Medical Care
United States

"United Airlines. I am at the airport and checked in and boarded on a 6:00AM flight. Mechanical difficulties, repairmen arrive, everyone deplanes, flight eventually cancelled. Total lack of ongoing communication and inability to answer questions. After several hours passengers with connecting flights had been rebooked to flights on other airlines, and I sat. 8 hours after scheduled departure time was shuttled to an airport 2 hours away with 8 other passengers in a stretch limo to make a flight home. Next day called United's Customer Relations and spoke with India, received no satisfaction, but did get insincere apology. Escalated call to supervisor, but had to wait for call back. Received email from supervisor instead of a call, so I called back and spoke to a different supervisor who not only wouldn't help me, but refused to connect me with his manager and hung up. No recourse!"

About Fresenius Medical Care

Fresenius Medical Care is a large integrated provider of products and services for individuals undergoing dialysis because of chronic kidney failure, a condition that affects more than 1,770,000 indiv... (read more)
 
Mark Weingarten
Assistant Vice President Customer Service and Operations
ivci
United States

"Years ago I was out to dinner and after desert remembered that we never received our salads. When I mentioned this to the waitress she replied "what do you want me to do, give it to you now"? I replied with a yes and no tip."

About ivci

IVCi provides services related to HD video conferencing system, state-of-the-art telepresence technology, an integrated audio visual solution, managed conferencing services, audio and Web conferencing... (read more)
 
Steven McKenzie
Head of Customer Care
Siemens Australia Ltd
Australia

"Sorry but they have all been good. Touring New Zealand for 3 weeks has only shown good experiences."

About Siemens Australia Ltd

Unify—formerly known as Siemens Enterprise Communications—is one of the world’s largest communications software and services firms. Our solutions unify multiple networks, devices and applications into... (read more)
 
Ajay Nambiar
Head - Customer Relations
Mahindra Holidays & Resorts India Ltd.
India

"airlines unfortunately in india- a premium airline has got so caught up in making money that they have got down to being plain rude to customers and went to the extent of advicing a passenger to fly low cost since that was his profile"

About Mahindra Holidays & Resorts India Ltd.

Mahindra Holidays & Resorts India Ltd., (MHRIL) a part of the Infrastructure Sector of the Mahindra Group, brings to the industry values such as Reliability, Trust and Customer Satisfaction. Started i... (read more)
 

About ContactCenterWorld:
Company Logo# ContactCenterWorld ContactCenterWorld is The Global Association for Contact Center & Customer Engagement Best Practices. Today we have over 215,000 corporate 'individual' members have joined the association's website 'ContactCenterWorld.com'. We were established in 1999. www.contactcenterworld.com
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Today's Tip of the Day - A Question For Your Agents

Read today's tip or listen to it on podcast.

Related Editorial

Published: Thursday, August 27, 2009

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2023 Buyers Guide
Get Listed
Business Continuity

 
1.) 
Eckoh

CallGuard Remote
A flexible way to take secure, PCI DSS compliant payments from home or remote locations. It’s quick to deploy needs no changes to processes or systems.

CallGuard Remote prevents agents from seeing, hearing or recording card details so, the agent, their screen, and any call recordings are removed from the scope of PCI DSS.

This simple approach means the customer effectively types their own payment information into the agent’s payment screen, but with the card details being shielded from the agent’s view. It’s simple, and highly effective.
2.) 
OpsTel Services

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.

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 Perfor...
(read more)
3.) 
Vads

VADS Business Continuity Plan
VADS provides a business continuity plan by providing full outsource services and manage services. we've provided this to several clients. You can contact us for a detailed study case.
4.) 
Teckinfo Solutions Pvt. Ltd.

InterDialog UCCS
Adapting to the new normal contact center industry has to be ready for work from anywhere agents to maintain business continuity. Even when working from remote locations, the work from home agents or remote agents need to be monitored for smooth customer service operations or effective tele sales.

InterDialog UCCS with its work from home agent ready call center software helps you to have complete control over your contact center operations. Agents can log in from any where , home, office or any other place where they are through their mobile phone or desktop , or even through our ID mobile app . With centralized recording & reporting , you gain visibility of all contact center metrics , and you can manage your center the same way as you were doing when working from office.
 

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