Profit is the applause you get for taking care of your customers and creating a motivating environment for your people. – Ken Blanchard.
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Helpful insights I recently received from the voice mail system at XYZ Company:
“We are experiencing higher than normal call volume, which we do every day at this time. We appreciate your patience. We could properly staff our phone lines but is it is cheaper (and easier) to appreciate your patience. You can expect to be on hold for 40 minutes or more.
We ask that you empathize with our call takers, as they are not properly trained. We could properly train them but it is cheaper (and easier) to ask for your empathy. We know some of you will keep calling back until you get the answer you want. Please refrain from this practice as it is not empathetic.
We ask that you listen to all your options in our Automated Screening System (ASS) because they are forever 'recently changed.' It is cheaper (and easier) if you do not talk to an actual person until the ASS figures out what you want to talk about.
Some of you express frustration with the fact that you must give your 16 digit account number to the ASS and then the first thing our call taker asks for is your 16 digit account number. If you had listened and properly routed your call to avoid a call taker, you would not have this issue.
Note – We do listen to recorded calls for training purposes and we determined our customers are untrainable.
Note 2 – Please refrain from screaming, ‘I want to talk to a human!’ when the ASS says, ‘I’m sorry, I did not get that.’
Note 3 – Our latest menu change: you can no longer dial zero at any time during this message to get an operator.”
Click…
How about you? What is your customer service story? Share a story!
