1. Customer Insights to Action (C.I.A.) Unlocking the Economics of Relationships June 18, 2009
2. CIA Meeting Topics 1) Solutions to common call center problems: The 20 keys to unlocking workforce strength, productivity and innovation. 2) Toxic Employees: Every call center has at least one – an employee who takes out his / her frustrations on peers and your customers! Today’s discussion will focus on the wide-spread impacts these employees can have on your business as well as strategies for neutralizing the environment.
13. Toxic Employees Toxic Employees: A scenario Definition: Individuals who attack, belittle, yell at or take their frustrations out on the people around them, spreading negativity. Summary: Company ships customer’s product to the wrong mailing address. Agent suggests customer retrieves product from old address (12000 miles / 1900 kilometers away). Call quickly escalates to yelling and foul language by call center agent. Can you recall your worst customer service experience?
14. Toxic Employees Customer Perspective (EQM) “ I spoke with a customer service representative, who belittled me, which almost made me throw in the whole towel of even working with your company. I'm still on the edge of even considering that.“ “ The young lady I spoke with was very lacking in exemplary qualities to work as a sanitation worker. She was very, very rude.” “ He was extremely rude to me. He lied to me. He would not put on a supervisor. He put me on hold as a punishment at least seven times. Then he hung up on me.” “ She was extremely, extremely rude and agitated because she couldn't understand what I was talking about. She was hissing, puffing, and sucking her teeth. Just extremely rude.” “ He yelled at me not to talk back to him…” “ He keeps telling me I don't know what I'm talking about…” She laughed in my face when I asked her for something. “ She told me to hang up and call back if I did not like talking to her.” “The service operator talked to me like I was a child or I was borderline stupid…”
