There's a great article that I read via the CRM Mastery E-Journal called Why the Customer Care Revolution has Failed -How Companies Misuse the Telephone when Responding to Customers. The author makes note of eight things that cause the greatest amount of dissatisfaction among customers:
1. The inappropriate use of automated telephone systems,
2. Trying to piggyback sales campaigns onto their response to customer problems,
3. Outsourcing call centers outside the United States,
4. Requiring customers to “Pay” for the complaint call,
5. Requiring customers to repeat Information
6. Talking too fast and an inability to understand agents because of their accents,
7. Conducting surveys to determine how well the call center is resolving customer complaints, and
8. Callers not getting what they asked for to resolve their product/service problems.
My biggest peeve is people talking too fast. This happened to me on one occasion. I told the girl I couldn't understand anything she said because she was talking too fast, said "Thank You", and hung up. Maybe she had too much coffee that day??
respected sir,
our Net is always getting close during 8 pm to 8 am. I dont understand what wrong with it we have complaint lot number of times but no response from your side. WE pay for unlimited plan. and we get only morning plan. Its better if u take steps as soon as possible.
Posted by: sujata | April 27, 2006 9:20 PM | Permalink to Comment