I called in to my cellular network provider to inquire about some charges on my bill. Let’s just say it was a less than satisfying experience. I am the Chief Raving Fan Officer at Total Debt Freedom so I am pretty familiar with creating an awesome experience for our clients.
I will make a few points that made my experience horrible and what could have made my experience better. When my call was answered there was a lot of loud back ground noise and then I finally heard the representative introduce himself. First mistake the representative made was he was not prepared to take my call.
I then proceeded to explain the reason for my call and he started talking while I was talking, he cut me off completely to verify my information; second mistake.
Once I went through the first interruption I begin to explain again the reason for my call. The third mistake the representative made was he didn’t listen to me speak. So we are less than 5 minutes into the call and the representative has already made three mistakes
At this point he had no idea the reason for my call and starts to guess what I am calling about, I am definitely getting a little bit frustrated and I asked to speak to his supervisor. I wanted to speak with the Supervisor to provide some constructive criticism for the representative, however I never mentioned this to the Representative I was speaking with.
After about 10 minutes of hold music (yet another mistake the representative made he left me on hold with no idea if I was going to get to a supervisor or not) The Supervisor picked up the phone and proceeded to tell me the representative has informed him about the reason for my call, out of pure curiosity, (and a little sense of humor), I then probed to see if the Supervisor really knew why I was calling and requested to speak to him, The Supervisor had said that the representative had told him I needed additional information regarding my services.
I realized my concern was not going to be addressed nor was I going to be taken seriously with the constructive criticism I wanted to provide. I decided I was just going to end this call and call back to speak to someone else.
So in a 20 minute call, my issue was not resolved due to the above reasons. Always be prepared to take your customers call, never EVER interrupt your client let them explain what they are calling for, don’t let your call flow ruin your customer service. Take the time to listen to all of your customer’s worries and stresses. Any little detail that you hear, the customer may not even know what information they are providing to you until you detect something that could help them in a way they didn’t even know existed. Instead of leaving your customer on hold for 10 minutes straight go back online to say “I am still waiting to get a supervisor for you” or at least something along those lines. Key point: You have two ears and one mouth, use them in that ratio.
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