|
Article:
Customer Service: Stop Sabotaging Your Customer Relationships by: Lora J Adrianse If you've called for customer service recently you're familiar with this recorded message 'This call may be recorded or monitored for quality purposes.' I immediately think to myself, 'Oh great, here comes the game of 20 questions.' Now don't get me wrong. I spent many, many years training Customer Service Reps. (CSR's). I'm all for making sure customers receive the best possible service. What I'm not for is the pre-scripted list of questions CSR's are required to ask, regardless of whether they are applicable to the situation at hand. I've seen some checklists with as many as 25 pre-scripted 'call quality' standards that CSR's are required to use. If they don't, and someone happens to monitor the call, they get marked down. Ludicrous I say! Let me give you a few highlights from a recent call I made to my well-known auto club: CSR: What is the year, make and model of your vehicle? Me: '2000
|
