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Why Customer Service People Still Give Terrible Customer Service
Guest articles > Why Customer Service People Still Give Terrible Customer Service
by: Lisa Earle McLeod
No ma’am, you cannot speak to my supervisor. No ma’am, I don’t even have the number for a supervisor. No ma’am, there is nothing you can do to improve this situation. I have total power over you via this phone line, and I am not relinquishing it.
Have you ever been given the runaround by a customer service rep? The above is the experience of what my friend Shellie encountered with an insurance company “Customer Service Rep” rep.
Shellie was in a fender-bender that wasn’t her fault. The other driver’s insurance was paying for a rental car while hers was being repaired.
It seemed like a minor inconvenience, until she went to pick up her rental and was given a dinky economy car with a smaller than small back seat, that wouldn’t accommodate her clients, whom she drove around on a daily basis.
She called the other driver’s insurance company to request a bigger car and that’s where she encountered the Ms. Customer Service Blocker, who was masquerading that day as a Customer Service Rep.
Ms. Blocker proclaimed, “Our policy is for an economy car.” Followed by an “hrummp” as if she delighted in letting Shellie know who was really in charge.
Shellie politely asked to speak with a supervisor, whereupon Ms. Blocker went into full throttle defense mode. Not only was she not going to connect Shellie to a supervisor, but she claimed to not even know their name or number.
A few Google searches later, Shellie was speaking with the regional supervisor, who granted her request and profusely apologized saying, “That’s not how our people are supposed to speak to customers.”
Who’s at fault? Ms. Blocker? Perhaps. But it’s more likely that her behavior is a direct result of the culture and policies of her organization.
Here are three things companies due that cause terrible customer service:
It’s nice to say customers are the number one priority. But when you create reward system, decision-making policies, and culture that promote the opposite, your employees act accordingly.
And it’s only a matter of time before your customers go somewhere else.
Lisa Earle McLeod is a sales leadership consultant. Companies like Apple, Kimberly-Clark and Pfizer hire her to help them create passionate, purpose-driven sales forces. She the author of several books including Selling with Noble Purpose: How to Drive Revenue and Do Work That Makes You Proud, a Wiley publication, released Nov. 15, 2012. She has appeared on The Today Show, and has been featured in Forbes, Fortune and The Wall Street Journal. She provides executive coaching sessions, strategy workshops, and keynote speeches.
More info: www.mcleodandmore.com
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Copyright 2014 Lisa Earle McLeod. All rights
Contributor: Lisa Earle McLeod
Published here on: 07-Sep-14
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