Author: Shep Hyken
We've all heard this phrase as we call various companies and need to talk to sales or customer service reps. This is a great training strategy. After the call, let the rep hear the conversation he or she had and find ways to improve. Recently, the tables were turned when an AOL customer decided to record his call.
We've all heard this phrase as we call various companies and need to talk to sales or customer service reps. This is a great training strategy. After the call, let the rep hear the conversation he or she had and find ways to improve.
Recently, the tables were turned. An AOL customer decided to record his call. He put it on the Internet for everyone to hear, sharing the experience he had trying to cancel his AOL service. Unfortunately, the call did not go well for AOL.
After fifteen minutes of hold time, Vincent Ferrari finally got through to an AOL customer service representative (CSR). The CSR did not make canceling the service easy, to say the least. He continued to ask questions and debate with Vincent. Finally out of frustration, Vincent repeated over and over, "Cancel the account."
AOL has made the statement that they listened to Vincent's recording and read the postings on Vincent's blog, because they wanted to learn from it and do a much better job next time. (Matt Lauer from the Today show interviewed Vincent. It can be viewed at http://youtube.com/watch?v=xIVZ9b0RgmY.)
The lesson is simple. We need to know how we come across to our customers over the phone. The CSR claimed he was trying to help Vincent. Was it poor training or poor judgment? It doesn't matter. It is all about the customer's perception of the situation.
Consider recording calls for training purposes. Another option is to just make a call yourself and find out how your employees handle problem situations. Become your own mystery shopper. How does your receptionist sound? (Do you even have a receptionist?) How did your CSR handle your "problem"? Bottom line is that I hope you had a good experience. If not, then it is time to go to work!
Shep Hyken works with companies who want to build loyal relationships with their customers and employees.
Copyright 2006 by Shep Hyken. Used with permission.