As part of a national survey, Customer Care Management & Consulting collected the following list of 20 actions performed by service departments that are not well received by customers. Some are obvious. Others, however, may be a surprise to some service leaders.
Negative ActionsThe following 10 actions created negative impact with customers.
- You're invited to take a satisfaction survey, at the end of the call, using an automated telephone system
- While you're on hold, they play a recorded message telling you that you're an important customer
- They encourage you to say you're completely satisfied if you receive a satisfaction survey
- The agent you talk to uses slang like 'ya', 'ok', or 'uh huh'
- They don't play music or any messages while you're on hold - it's just silence
- When they transfer you to another department, you have to wait on hold
- The agent answering your call has a heavy foreign accent
- A recording tells you to call back because of high call volume
- They ask you for personal identifying information before you're able to explain why you're calling
- When you must use an automated telephone system, the option to talk to a person is offered at the end of the instructions
Very Negative ActionsWhile the above actions weren't well received, the following 10 actions created even greater negative impact with customers.
- A recorded message encourages you to use the company's website
- They use an automated telephone system that requires you to speak your answers to a computerized voice
- The agent puts you on hold during the call and doesn't update you on what he/she is doing
- You must use a telephone book or directory assistance to find the telephone number of the company you're contacting
- They play recorded advertisements while you're on hold
- They repeat the same message over and over while you're on hold
- You can't understand the agent because they talk too quietly or have a heavy accent
- They use scripted answers
- The agent you talk to uses bad grammar
- They interrupt you to ask questions before you're able to explain why you're calling