Executive Interview : Lisa Marie Smith From Smith Business Services Opens Up About Contact Center Customer Engagement
ContactCenterWorld.com provides you exclusive content from out members. We asked Lisa Marie Smith of Smith Business Services about Cutomer Engagement in this day in age.
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?
About the same.
Do you believe there is a correlation between the service you receive as a consumer and your loyalty to the supplier? Please explain your answer
No, the service that is received is based on the personality, empathy, and emotional state of the person providing the service.
In your opinion, which industry sectors provide great service and which ones are poor? Please do not name individual companies just sectors.
I have experienced poor service by my home security company, and excellent service from my cellular telephone company.
Can you recall a really good experience recently - where you were WOW'd by the service you received? Please explain in as much details as you would like.
The oral surgeon that extracted my young son's tooth had a great bedside manner, and was upbeat before and after the procedure which put us all at ease.
Talking about bad experiences, where do companies go wrong with the service they provide? Give examples to illustrate your response
Having ridiculous quotas, driven by the bottom line, which makes the workers worried about reprimand instead of the customer.
Have you noticed any differences in service from people from different cultures? Please explain.
Not when it is face to face; however, when there is a language barrier over the telephone, even though the representative is courteous and aiming to be helpful, it often results in poor service due to the communication barrier.
If you had to give just 1 tip regarding the use of technology in relation to improving customer service, what would your tip be?
Ensure there is a telephone number on the website so that if a customer is unable to resolve their issues online, they can make contact.
If you had to give just 1 tip regarding staff in relation to improving customer service, what would your tip be?
Ensure that the staff is the right fit for the role.
If you had to give just 1 tip regarding business processes in relation to improving customer service, what would your tip be?
Ensure that the level of prompts when dialing into a contact center does not exceed three.
In your opinion, how should contact centers measure the level of service they give? Please explain in detail.
First call resolution in an inbound contact center and productive contact as compared to the number of contacts for an outbound contact center.
Lastly, can you share with us one of the worst customer service experiences you have experienced recently (do not mention company names just industry type).
After checking into a hotel, the room assigned to me was not serviced. I immediately went to the front desk and the clerk reassigned me a room. The new room had a variety of bugs visiting on three of the five night stay. The linens were supposed to be changed after my third night, and they were not. After the second night, I noticed that the used and removed washcloth and towels were not replaced. After the third night, this occurred again, and I had no washcloths in my room. When I went to the front desk, they gave me a dirty washcloth. After I realized how dirty it was I walked it back to the front desk. Another guest was there also requesting washcloths. That's when we were informed that there were no clean ones in the hotel, and that we needed to come back to the front desk in about an hour, so that they can finish being washed and dried. Upon check out, I provided pictures of dust and mold in the room that furthered my dissatisfaction. The clerk claimed they would provide some points to my loyalty account for the experience, but this has been over two weeks ago, and the points were not provided.
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About Smith Business Services:
Smith Business Services, LLC, a professional project management consulting firm, provides business management, contact center management, and project management expertise needed in the key areas such as accounting and finance, human resource, information technology and information systems, scheduling and workforce management, and marketing to manage projects successfully.
Published: Tuesday, September 16, 2014