Hounded by customer service, an article by Liz Pulliam Weston, speaks loudly against technology-based feedback strategies.
An excerpt:
"Enough already with the surveys and polls and follow-up calls. What's the point if you ignore what consumers tell you?
This summer, I had a little glitch with my e-mail service -- a glitch that consumed several days of my time and a few hundred dollars of my hard-earned cash trying to fix.
Sure, that was annoying. But what came next was almost worse.
Each of the three companies with whom I dealt pelted me with phone calls and e-mail surveys demanding to know how they performed." read more here.
Is this really worse? I see this as a passive way to get my attention, to let me know that you have a system in place to foil the foul ups that often fall through the gaping cracks in customer service.
I went to a Subway recently and the cashier chatted on her cell phone while I inconveniently expected her to ring up my six inch turkey on whole wheat. She seemed annoyed that I stuck my money in front of her face. Now, my action may have been a little aggressive, but she clearly was having a personal cell phone interaction while she working the register.
I never said anything.
If I had received a follow up email, I definitely would've vented.
My sandwich was very good, by the way. I usually add Chipotle sauce, lettuce, tomato and always double-meat the turkey.
Good product, poor service.
This blog features many contact center industry news stories and also assembles tips for improving agent performance and customer experience, helping teams evolve into world class contact centers. It's an open forum for call center supervisors, agents, vendors and managers to contribute news, stories, anecdotes and other useful information with their peers. Industry vendors and analysts are encouraged to share client success stories.
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