For callers it is increbibly frustrating to contact the customer service team, the folks that should be able to help with the issue at hand, and be told that the call must be transferred. It really does not matter why the call has to be sent to a different person, the fact remains that it makes for a terrible customer experience. Of course, frustrated callers easily translate into angr callers who in turn frustrate and anger subsequent customer service reps that get involved.
Cartoon from www.Callcentercomics.com
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I couldn't agree with you more -- it is imperative that call center reps are empowered to provide great service to customers. Recently, I called a major North American cell phone provider and was disconnected twice during the transfer process. I was calling for a piece of information that should have been readily available on the basic customer information screen, and that any representative should have access to. Instead, I was given the run-around, and by the time that I was transferred to the "right person" within the organization, I was downright angry. My inquiry should not have taken 40 minutes... but processes and transfers and "red tape" led to me no longer being a customer of this organization...
Posted by: KermitFan | November 19, 2007 9:59 AM | Permalink to Comment