How Many Customers Are Mad At You?
Look at the graph below. Why are so many people angry? Customer service today is being viewed differently with Social Media, and so many modes of communication it’s hard for people not to get the word out. When someone has a problem with something often times they will call support and are already frustrated. Then to make matters worse they get someone who is having a bad day, no lunch, under paid or under trained. Not a good mix.
How can we make this better? Programs that allow automation and information to be presented in a clear concise manner and if the agent lacks the knowledge it will not frustrate them because it is right in front of them to simply deliver to the customer. Let focus on the systems and provide the right tools for those agents making your customers very happy.
Thoughts?
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