We promise to never pass on your email address to anyone else.
Ask any sizeable company how much they have invested in Customer care and they will tell you millions.
Whoever is spending all this money should be sacked. Out of probably the last 20 calls to customer service I can only recollect First Direct Bank and a small insurance company who I could say were good at the job.
I still have nightmares about BT Broadband as in a 6 months period I was probably without Broadband, at home, for around 50% of the time and that was after spending what seemed like weeks on the phone to them. They can’t get my Broadband working but they seem to be able to route all my Customer Service?? calls to India in an instant. (Note to self – must try and stop being such a grumpy old man!).
Of course it’s not the poor operatives fault but the idiotic buffoons who set the systems up and come up with the policies that are obviously not working. They record the calls for monitoring and training purposes to help them improve their service!!!! I’m still waiting to notice any improvements, if anything it’s getting worse.
So what can we take from this? A few years ago a client was doing well but in a meeting I saw the refund rate was increasing. We looked at the promotions – did we over promise? No there were no changes to the promises or the offers. The only change was that we were using a new call centre for the customer service calls.
A quick study revealed that they were refunding 70% of all the calls that came in. By adapting their script and incentivising retention and even upsells to other products the refunds were cut back to just 30% and 25% of the callers even bought another product.
We had a few “heavy” complaints so we had to restrain the call centre employees for selling too hard but that was easy to cut back on. The client saw a massive improvement in his bottom line and the customer’s satisfaction actually improved.
Have you asked a friend to call your company with a complaint recently?