During the customer experience measurement process, we asked customers to give an explanation as to why they scored an agent or the company the way they did. These open-ended comments provide true insight into the problem or pain the customer has experienced. Some customer comments leave us scratching our heads saying, “did he just say that?” When we look at the “why” versus the “what” in these comments, sometimes these extraneous influences appear to have no rhyme or reason. It could be any number of things such as frustrations with a factor in the customer’s life, health issues, family problems or just plain loneliness. These comments are some of the ones that certainly made us raise an eyebrow or two, a perfect way to start a Monday.
“Good afternoon. One thing that I have noticed in dealing with this bank is that it is now becoming 100 percent female in some of the banks. I think, overall, that we should have more male representation in our banks. Thank you.”
“I did some commercials for this company. I did the one with the bobsledding. I was supposed to do the one about speed skating but another girl got the job. She belonged to the Socialist Party and that’s why she got the job, is what she told me. There was another one I did. I’d like to talk to you people about that. I need some feedback on who does your commercials.”
“The design could be better. If it was better, the motor wouldn’t have burned a hole through the bottom and almost caught our house on fire. I also think the repair companies you send out should be checked out. Sending a wasted technician out to our house that is obviously so stoned or drunk that after he leaves he comes back a half an hour later because he doesn’t remember coming to the house, that’s something you guys should totally look into.”
Happy Monday!
2 Responses to Customer feedback that makes you go “hmmm?”
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Just when you think you’ve heard it all you come into work the next day and it happens all over again. Everything from “my kitchen is on fire what do you think I should do” to “do you think you’re battery powered screwdriver is strong enough to be used as a motor on my home made airplane,” hate to be that guys insurance agent!From the ridulous to the sublime the things we here in the call center often times want to make you laugh out loud.
One that I have to share is the guy that called in to tell us our cordless battery powered broom did not deliver air at 60mph as indicated on the box. When the agent asked him how he knew our facts to be wrong the caller gave us the following explanation:
” When I drive down the interstate with my window opening and hang my head out the window, the breeze takes my breath away and I can’t breate. I took the cordles broom and pointed it directly at my face, turned it on, and I could still breathe, therefore, the broomn is not delivering air at 60mph!
OK, here’s your sign.
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