CSR's Should Spend Time Dialing in Customers' Shoes
What could customer service representatives learn from calling other companies' customer service departments? A lot. CNBC recently did a story about loan-modification officers who spent frustrating hours on the phone with banks' call centers, fighting with agents who were overworked or just didn't care enough to help them find answers. I guarantee the loan-modification officers were a lot nicer on the phone when their customers called them after experiencing that call center hell first-hand.
I don't have statistics on how many companies subject their agents to making calls during training as well as taking them. I think all of them should. Representatives should have an idea of what it's like to be a customer trying to navigate the IVR system, being held up in the queue, and finally trying to explain a problem coherently and in language both parties understand. If they spend a day experiencing the customer's point of view, maybe they'll be more helpful and understanding when customers call. Have you heard of any examples of companies doing this?
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