Devoted to customer service and the principles of exceptional customer services

I’ve mentioned before that I worked in a call center.  First as a reservation sales agent for Travelodge and then years later I worked for a tour company.  During those times I never once was part of any team meeting where management asked  for feedback about customers.  

In retrospect I realize just how important each and every call is.  Each call is very valuable in that you can find out what your customers are looking for in terms of new products or services.  You can also discover what your customers’ biggest issues or complaints are regarding your company.  These are important things to know in order to improve training and procedures.   

I know that many call centers have managers who monitor phone calls, so don’t rely on your customer service agents to give you feedback.  Make sure your managers are taking notes on the phone calls they monitor as well.  

I’m not an expert in quality assurance in call centers, however, Tom Vander Well is!  I recommend his blog for any of you who want to improve the call center experience ;)  Also, check out my fellow Know More Media blogger, Jam Mayer over at CallCenterScript.