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Article : Walking in the Customer's Shoes!

We always hear stories of bad service from customers, but what happens when contact center professionals experience similarly poor service? We ask our members to tell us some of their worst, or best, experiences.

Click here to find out how you can obtain more great tips and advice from the Best-of-the-Best!

Mike Boyle
United Kingdom

"A mobile operator offers a very good multi-media (SMS, IVR and phone) welcome service for new users that I found useful. Unfortunately, another has agents whose knowledge of common UK use of the English language could do with improvement."

Arnold Miranda
Service Deliver Leader
FIS Global

"In a recent travel oversees I was to check into an apartment hotel where I was to occupy a one bedroom apartment, after a long haul flight I arrived at the hotel only to realize that the hotel could not locate my name in their reservations list, after much ado they managed to locate my details and checked me in and the Manager was kind enough to offer me an upgrade. I went up to my room looking forward to the "upgrade " however was disappointed all over again to realize by upgrade they meant a 2 bedroom apartment.
Most of us may have experienced confusion during check in, and honestly I was not affected, so when the Manager said she upgraded me I was pleasantly surprised, however to my dismay the upgrade had in no way benefitted me. Perhaps a good bottle of wine would have been a more "wow" experience."
About FIS Global

BPO and ITO organization.
Deborah Cahill
United States

"My best recent customer service experience was with my insurance company. You hear nightmare stories about what people go through when they have a fire that significantly damages their home. USAA was nothing but the best in handling our claim in the most prompt and courteous manner."

Karen McLoughlin
Resource Planning Manager
Tiscali Uk, Ltd.

"Recently called a TechSupport centre which routed to India, spent over and hour on the phone with an agent trying numerous things to resovle the issue only to be told by the agent at about 5 minutes before their line closure time that they could not help any further as all their systems were going to shut down for the night and the agent then hung up on me."

Heather Reid
Regional Manager

"I called my Cable Provider and was greeted by an agent who could not pronounce my name or understand my questions. When I asked if there was someone who could communicate fluently in English, the agent became agitated and disconnected my call."
About Cloud5

Cloud5 is hospitality’s communications technology & services provider. Its two business units serve the needs of hotels from global brands and independents to management companies. Cloud5 Technology S... (read more)
Rick Boykin
VANIR Consulting LLC Principal
Vanir Consulting
United States

"Too many to tell. I was assisting my father with an issue at Home Depot. I received a voice mail and asked to return a call to a particular department. When I called the 800 number the IVR offered no department of that name, nor did it allow me to go to a CSR. Since the issue was costing Home Depot I hung up and waited for them to call back several days later. Same Home Depot issue, I called the 800 number on an old Home Depot invoice to ask why my father's credit limit that had been at $5,000 was now $500. The CSR told me she couldn't answer and I would have to call back to another number, that wasn't toll free. When asked if she could transfer me she said no. There are plenty more."
About Vanir Consulting

VANIR CONSULTING was founded in 2002 by Rick Boykin, Principal. VANIR CONSULTING'S vision is to provide contact center expertise to assist your company in delivering the most cost efficient and effect... (read more)
Mark Weingarten
Assistant Vice President Customer Service and Operations
United States

"I recently called a provider who was obviously well trained on call center etiquette. She avoided moments of silence and fully engaged me and it was clear I was her only focus. I made sure to tell her how much I valued her service."
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)

About ContactCenterWorld:
Company LogoContactCenterWorld is The Global Association for Contact Center & Customer Engagement Best Practices. Today we have over 205,000 corporate 'individual' members have joined the association's website ''. We were established in 1999.
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Today's Tip of the Day - Competitions

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

Published: Thursday, April 23, 2009

Printer Friendly Version Printer friendly version

2020 Buyers Guide Training


Call Centers
Contact Centers
Admin Training
Supervisor Training

Davis-Mayo Associates

"Service Excellence" Customer Service Training
Live onsite training for your teams. Experienced by more than 450,000 people in 48 US states and 18 countries. No-nonsense approach by our experts with field-test content customized to your situation and using your scenarios.

Lieber & Associates

Training Executives, Managers, Supervisors, and Reps
Lieber & Associates provides training for all levels of the contact center team. The firm customizes its off-the-shelf trainings to meet your specific company needs,

Executive and manager sessions address topics such as customer experience, metrics, technology, AI, and video calls. Supervisor sessions train your leaders to better coach and motivate reps. Phone staff modules include sessions on customer service, order-taking, cross-selling, handling difficult calls, phone "soft skills," and more.
PH: +1-773-325-0608

Manitoba Customer Contact Association

Making Training and Development Part of Your Corporate Landscape

Organizations are always on the look out to save money and make more profit. Usually when it comes to crunch time some leaders will scrap training in order to tighten the belt. The downside of this is the cycle it creates.

Because some employers see training as a flexible benefit, employee development is often taken off the table. When employees don’t feel valued it becomes easy to see a revolving door. The constant need to hire goes up which ultimately means costs go up; we know that hiring costs more than retaining the right people.

Start the conversation: Explore our Training Page
(read more)
PH: 204-975-6468

Orion Learning Services Inc.

Learning & Development
Learning & Development for Agents, Supervisors, Managers and Administration/Support Staff

Orion Learning is a global leader in providing accredited learning and development solutions for organizations globally. We offer call/contact center certification programs for Agents, Supervisors and Managers, business certifications and examinations for wide range of topics including project management, change management and service management, leadership soft skills and a full suite of assessment tools which can be used for recruitment, talent management, succession planning and coaching/mentoring. We deliver our solutions to global community and all of our solutions are delivered digitally.
PH: 1-416-992-5158


VADS Training Center
PT VADS Indonesia as a Learning Center provides trainers, modules, development programs for individuals and teams. VADS Indonesia owns a vast curriculum for training provided by local trainers with flexible training locations that can be arranged at the client's place or PT VADS Learning Center. VADS Provide knowledge process, transformation consultancy, customer service training, leadership training, interpersonal development, and training for trainers.

Benefit :
- Customizable training by experienced trainers
- Increase motivation and engagement
- Improves customer service skills and knowledge
PH: 0217991445

The Forum

Get connected to raise standards. Established in 2000, we are celebrating 20 years of best practice, our community of professionals is recognised as the ‘go-to place’ for innovation in customer operations, from contact centre and digital to field, back office, branch & retail services, working across all industry sectors.

We offer an independent and trusted space for learning and sharing, proud to welcome members are into a thriving and active community to network with other like-minded professionals. Benchmark against the best in class and learn from innovators and pioneers. Our team of independent experts can also offer bespoke advice, consultancy and training. We have helped many organisations develop the capability of their vital support functions.
PH: +44 (0)3331235960

ABOUT US IN 60 seconds!

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