Customers are human beings, they are not bots. Perhaps apologised? Another huge mistake was to place the call on hold without the customer’s consent and and muting the connection. If she would have, she would have been a bit more sympathetic. In the scenario above, Molly did not pay much attention to her customer’s query. How would you react and feel? Not really good, right? Here’s a detailed account of all the things that might have gone dreadfully wrong: Now, put yourself in this customer’s position. Would you mind if I place your call on hold for a minute? What is your account number?Ĭustomer : I don’t remember it! Is there an alternate way?Īgent : Let me check.
Can you tell me what’s wrong?Īgent : Sure. My debit card isn’t working I am stranded in the middle of an important transaction. My name is Molly, how may I help you today?Ĭustomer : Hi, I have been transferred twice now I hope this is the ‘right department’. He has been in queue for over 7 minutes now his call has been transferred to the ‘right department’ too many times now.)Īgent : Good morning! Thank you for calling us today. (Scenario: An already frustrated customer calls up to know why his debit card isn’t working. To begin with, let me just walk you through a short conversation, on how it feels to be on the other side of the phone and get frustrated. So, what can you do to implement this? You can avoid these call center bloopers, these call center mistakes, and make your customers feel valuable and center of your business. And who would not want that? This is the golden rule for running any business – having happy customers. If an agent manages to improve his quality of service, the business can boom with more happy customers. Neglecting interactions or not providing great customer experience can lead to severe loss in the average number of returning customers. Especially, when you are working in and working for a solely customer based domain – call centers.
Moreover, if you mistreat or them try to pitch them unnecessary products and services, it will drive them insane! Customer forms the centerstone for any business which makes it important to absolutely avoid call center bloopers. I really haven’t met anyone who can admit to getting off the phone with a call center agent and saying, “I really enjoyed that.” The primary reason being, that every time a customer calls you up, it is due to some issues or concerns.
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