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It is common place to find frustrated customer service agents. More than willing and wanting to help customers, but not having the information, tools or empowerment to do so. This is a serious …

It is common place to find frustrated customer service agents. More than willing and wanting to help customers, but not having the information, tools or empowerment to do so. This is a serious problem.

Flick through this story of one such frustrated agent and see what the consequences are.

With a modern CRM platform in place, all of this could be avoided. Download our free Multi-channel Customer Service eBook to set you on your way: https://www.salesforce.com/uk/socialsuccess/form/multi-channel-customer-service-ebook.jsp)

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Transcript

  • 1. Dear Dave
  • 2. I’m the only one here.
  • 3. It’s late.
  • 4. There’s no easy way to do this,
  • 5. so I’ll just start:
  • 6. I took this job with really high hopes.
  • 7. My friends said, “Really? A call centre?”
  • 8. But I thought,
  • 9. why not?
  • 10. I’m a people person.
  • 11. I like helping.
  • 12. Turning angry customers into happy customers.
  • 13. But that’s not how it’s worked out.
  • 14. I’m not really helping people at all.
  • 15. Our customers are not just angry or confused or disappointed.
  • 16. They’re furious.
  • 17. They need help.
  • 18. But, most calls on most days, I’m not helping them at all.
  • 19. I’m just fobbing them off.
  • 20. Or making lame excuses.
  • 21. The worst part?
  • 22. I could really be helping!
  • 23. If I had the power to help.
  • 24. If I had access to some decent information
  • 25. instead of our lousy FAQs
  • 26. Or if I had the authority to go out of my way to help people.
  • 27. Instead of a 50-page rule book.
  • 28. And a highly strung supervisor (sorry Julie but really… 7-minute coffee breaks? Really?)
  • 29. I’d still love my job despite all this.
  • 30. If I was measured by how much I really helped our customers.
  • 31. Instead of how many calls I ‘processed’ every hour. (Would you want to be processed.)
  • 32. Or if I had access to the experts in the company–
  • 33. Right away.
  • 34. Instead of emailing them and waiting two weeks. (It’s called ‘collaboration’. Google it.)
  • 35. But no.
  • 36. That might ruin our numbers.
  • 37. Which is...
  • 38. Depressing.
  • 39. :(
  • 40. Oh and the other thing. (I know I’m venting here.)
  • 41. When people call, wouldn’t it be great if we... KNEW WHO THEY WERE AND WHAT THEY’VE BOUGHT AND STUFF LIKE THAT?
  • 42. I treat everyone like a stranger even if they’ve been customers for TEN YEARS.
  • 43. How would that make you feel?
  • 44. So here’s the thing, Dave.
  • 45. There’s no nice way to say this.
  • 46. I quit.
  • 47. I’m going to work for a company that gets customer service.
  • 48. That gives call centre people like me a teeny-tiny bit of power.
  • 49. Sorry.
  • 50. I just think, if we gave people like me a bit of leeway and the right tools and information and systems… we could do AMAZING things.
  • 51. And actually delight customers.
  • 52. And turn them into fans.
  • 53. I really believe that.
  • 54. Before I go, three things I BEG you to do.
  • 55. 1) Give my Calathea plant to Bethany NOT Barry who would kill it in three days.)
  • 56. 2) Think about customers not just costs. Radical, I know.
  • 57. 3) Read this post: The Empowered Customer Service Agent
  • 58. I really, really, really think it could make a difference to this place.
  • 59. :) Bye-bye
  • 60. This fable was brought to you by Salesforce Click here for the ‘Empowered Customer Service Agent’ post.