In conclusion of our 4-Part series to examine why customers say what they say, we want to leave you with some really off the wall customer comments. Everyone knows that certain someone in their life that tends to be a bit long-winded with a response or offers way too much information with what they say. Well, some customers are no different and, yes, there are times when we find ourselves scratching our heads saying, “did he just say that?”
Most times we receive customer feedback from post call surveys, that is relevant to the call and clearly indicates why a customer is happy and gave a high score or not happy and gave a low score for a product or service. Through such rationales, we note trends on either a product malfunction or a call center agent’s performance. But during the survey calibration process when we receive a comment that has little to no relevancy to the request for an explanation of a score, we need to remind ourselves that our customers are people too. People have problems outside of this particular experience with an organization. When we look at the “why” versus the “what”, 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 their life, health issues, family problems or just plain loneliness. What is important in this type of customer feedback is how the call center agent handles the customer while they are on the phone.
Why be concerned with the underlying influences behind a customer explanation for a score given about the experience? Well, it has to do with an increase in customer satisfaction, loyalty, and creating a positive word of mouth. If you can better understand your customers, you can create a better environment for the service interaction. You can also educate your agents about how to deal with the loquacious customer and use this information as a training opportunity. And most importantly, the use of this information within the survey calibration process assure your agents that a better understanding of why consumers sometimes say the things they do can affect whether or not they are held responsible for the scores. After all, customers do say the darndest things sometimes which are clues for the ownership of the experience evaluations.
- Where Are You on The Spectrum of Agent Performance - July 27, 2017
- How many things should be measured on my Quality Monitoring Form? - May 17, 2017
- Best Practices for your Quality Monitoring Form - May 12, 2017
- What is the best scale for customer satisfaction surveys? - May 8, 2017
- How to take action with Call Center Analytics - May 1, 2017
- How many calls should agents handle in an hour? - April 19, 2017
- You are Doing First Call Resolution Wrong - March 31, 2017
- For People on the Verge of Tripping on the self-service Line - December 6, 2016
- Justin Robbins CCDemo interview takes me back to Kindergarten - November 4, 2016
- How many chat sessions can agents handle? - September 9, 2016