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Just how much customer experience dysfunction am I paying for here?

Is your company's customer experience dysfunction index leading to customer pain?

Last week I told you about my alarm vs. phone company customer experience drama and raised the question of what part of each dollar spent on your products and services is needed to fund your company’s dysfunction.  I bet it’s more than you thought.

To last week’s point, I just received my phone bill.  I usually skim my bills and just pay what’s required.  This time my paranoia of dysfunction got the best of me and I started reading the bill line by line.  The bill was littered with this fee and that fee.  Hard line fee?  Gross receipts surcharge?  Fees that I’m now convinced are disguised to cover the phone company’s dysfunction because they cannot just raise the base monthly cost without everyone noticing.  Then I study the alarm monitoring company’s invoice and try to calculate what the monthly fee SHOULD be – I think I have to pay the fully loaded dysfunction fee of $39 when it should be more like $29 without the dysfunction subsidy. Continue reading

The whole IS greater then the sum of its call center parts

Imagine this scenario:  Some time ago you purchased an electronic gizmo and its product protection plan at a national retail chain.  Now your gizmo is acting all goofy and you want it fixed and quickly (you’ve become rather attached to your gizmo)!  You call the toll-free number, successfully navigate the IVR the first time around, wait a little over two minutes to reach a call center agent … who can’t seem to find your contract in the system.  Your call gets escalated to a manager who you waited about 5 more minutes talk to so she can attempt to pull up your contract by your phone number, date of purchase, credit card number and all likely mis-spellings of your name.  And nada.  Still no contract to be found.  You are then ushered off to yet a third human being who puts you on hold while he calls the store where you made your purchase.  Contract number in hand, you are then transferred back to the general customer service queue where you started and receive instructions on how to get your gizmo repaired.  Hopefully you weren’t planning to eat during your lunch hour.  Continue reading

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Joe Outlaw, Principal Contact Center Analyst, Frost & Sullivan
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