Executive Interview : Interview With Don McNair From Yaskawa America Inc.
Taking a step back to see the bigger picture is important. ContactCenterWorld.com asked its members world wide to take stock of the industry and really evaluate its current position. Don McNair with Yaskawa America Inc. was kind enough to share his thoughts with us in this interview.
In your opinion, do you believe the customer service you get today from other companies is better or worse than it was say 5 years ago?
In many ways better. (New tools that help me obtain self service, mobile access to find answers quickly). However sometimes these same tools get in the way. (If you don't pick the correct option it is difficult to talk to a real person) Some companies are good at blending the high tech with the high touch. In my opinion these will be the winners of the future.
Do you believe there is a correlation between the service you receive as a consumer and your loyalty to the supplier?
Yes - If the company is easy to do business with I'm more inclined to do business with them.
In your opinion, which industry sectors provide great service and which ones are poor?
Great Service - On line ordering through the non brick and mortar stores. (I won't mention the name) They seem to set the expectation and beat it consistently.
Government services - delays, bureaucracy, and no follow through.
Can you recall a really good experience recently - where you were WOW'd by the service you received?
One company that I do business with frequently generally has good phone service. One time when I called I got stuck in the queue and after waiting a while hung up. Shortly afterward the company called apologized that they did not answer and asked if my issue was solved or if they could still assist me.
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Talking about bad experiences, where do companies go wrong with the service they provide?
Continuously being asked for information, providing the information and when I get to the next Customer Service person being asked to repeat information that I have already provided.
Have you noticed any differences in service from people from different cultures?
I believe that I have received good and bad service from various cultures.
If you had to give just 1 tip regarding the use of technology in relation to improving customer service, what would your tip be?
Blend high tech with high touch. Test the touch points to make sure they are accomplishing what you want them to. (E.G. IVR's, CRM information provided to agent etc.)
If you had to give just 1 tip regarding staff in relation to improving customer service, what would your tip be?
As a touch point for your organization take ownership if you are touched.
If you had to give just 1 tip regarding business processes in relation to improving customer service, what would your tip be?
Design the process to be customer focused, not just to make it easier for your company.
In your opinion, how should contact centers measure the level of service they give?
Blended analytics. Customers want to be handled promptly, but don't want to be rushed. They would like you to listen and respond to their needs and desires.
Wait time - satisfaction survey ratings - first call resolution - number of transfers - number of clicks - time of resolution
Lastly, can you share with us one of the worst customer service experiences you have experienced recently?
Went to a financial services company for a product that I previously obtained from them only to find out they did not provide that service any longer. Then the company tried to cross sell me on another product.
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About Yaskawa America Inc:
Yaskawa America, Inc. - Drives & Motion Division is a U.S. corporation, created to provide Automation Solutions and Support to our customers in North America, Central America, and South America. Yaskawa is the world's largest manufacturer of AC Inverter Drives, Servo and Motion Control, and Robotics Automation Systems. Products are marketed through direct sales, partners, representatives, dealers, and distributors. Yaskawa America, Inc. - Drives & Motion Division is a wholly-owned corporation of Yaskawa Electric Corporation of Japan. Since 1915, Yaskawa Electric has served the world needs for products to improve global productivity through Automation.
Published: Thursday, December 4, 2014
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