No business can afford to underestimate the importance of a positive customer experience. Poor service can make a significant impact on a brand’s retention rates, causing would-be buyers to look elsewhere. In fact, bad customer service costs businesses a combined $62 billion each year.
Your call center has to be built on a foundation of great customer service to ensure agents are performing at their highest standard. Simply delivering a basic training session at the start of their employment and expecting them to give outstanding service over subsequent months and years could end up costing you.
Instead, you have to stay on top of your agents’ performance, identify potential issues and help them find a solution. First of all, though, you need to know what to watch out for — join us as we take a look at seven examples of bad customer service calls (and how to fix them) below.
Bad customer service #1. Putting customers on hold for too long
This is one of the most common examples of bad customer service calls. The prospect of being placed on hold for several minutes is enough to inspire a sense of dread in even the most upbeat caller.
It’s vital to get your queue times down as much as you possibly can. In Playvox, you can upload your customer service variables and create dashboards with your most relevant KPIs, such as response time and identify the average length of a customer’s wait. Your custom QA scorecards allow you to create your own metrics with which to measure your team’s performance, and if callers are left waiting on hold too long, you’ll know.
It may be that you simply don’t have enough bodies to accommodate all of your calls — in which case, there’s a simple solution! Otherwise, consider implementing a callback scheme, in which agents get back to customers as soon as they’re free.
There’s no reason to be yet another call center falling prey to such obvious examples of bad customer service calls.
Bad customer service #2. Using negative language
Using the right tone and language is just one aspect of great customer service. Your callers want to feel as though your agents have the solution for every problem, even if they don’t.
Customers who encounter agents saying they ‘don’t know’ how to help them or fail to inspire confidence are likely to feel disillusioned with your overall service.
Training agents to stay positive and approach issues with a can-do approach is essential, to minimize the risk of callers ending interactions with a bad taste in their mouth.
After all, they can share word of their negative experience on social media or review sites as examples of your bad customer service calls.
With Playvox, you have the freedom to monitor and evaluate each agent’s customer interactions and tone with custom scorecards. Did Agent X introduce themselves properly and offer to help with the problem reported? Was Agent Y friendly and positive throughout? If the scorecards show they didn’t, you know where further training should be directed.
Bad customer service #3. Transferring callers again and again
Being bounced from one agent to another and another is another of the most familiar examples of bad customer service calls.
Not only does this imply your staff don’t know how to solve a problem, it suggests your entire structure needs work too.
When a customer calls with a specific issue, be it of a complex technical nature or something a little more simple, there should be dedicated agents who specialize in that area.
The agent taking the call would know exactly who to direct the customer to, rather than simply transferring them and hoping for the best. Playvox allows you to connect your customer service variables and create KPIs to measure how often customers are being transferred and hear the effect this has on them through random call monitoring.
Bad customer service #4. Asking customers to repeat
Being asked to give the same personal details, explain the nature of your problem or anything else multiple times are all avoidable examples of bad customer service calls.
Agents should be able to call up information on an existing customer (name, call history etc.) or record data from first-time callers in a quick, simple way. This should stay on their screen and be clear to scan during conversations, negating the need for them to keep asking the same questions over and over.
Playvox makes it easy to identify which agents are asking customers to repeat themselves, and enables you to refine your system to fix this issue.
Bad customer service #5. Agents offer no empathy
Customers expect an agent to be on their side and apologize on behalf of your company when a product or service is at fault. They want to hear the agent say they’re sorry and acknowledge the inconvenience caused.
If an agent fails to empathize with them and is simply running through the script without any emotional engagement, the customer might start to feel as if there’s no admission of responsibility or genuine apology.
This may aggravate them enough to hang up or file a complaint.
Want to avoid falling prey to these examples of bad customer service calls? Make sure you set up metrics to measure how emotionally responsive and engaging your agents are. Playvox’s instant feedback feature enables you to offer guidance on the fly and base your guidance on specific customer interactions, with no need to disrupt agents’ productivity.
Bad customer service #6. Directing customers to the website
It’s become sadly common for call centers to direct customers to the company website, rather than actually giving them the help they’ve called for.
Chances are, said customer already tried the website but was unable to find the answers they needed. Being told to hang up and essentially fix the problem themselves is not what your callers want to hear.
It’s understandable, of course. You want to get through as many calls as you can, and your FAQ section could indeed contain the solution to the caller’s pain point. However, they’ve called for a reason and your team needs to address that.
Your scorecards can easily let you track which agents are trying to refer customers to the website to speed through calls and help you avoid such examples of bad customer service calls.
Bad customer service #7. Rude behavior and bad attitudes
Everyone has good days and bad days. Your agents will go through times when they just cannot stand the thought of talking to another customer. It happens.
However, you need to make sure they remain professional and polite in every call, even when customers are hurling personal abuse their way. The trick is to find the quickest solution for the caller’s problem and remember that there’s no need to respond with anger.
Your scorecards can be constructed to measure how warm and welcoming agents are.
- Do they greet the caller and introduce themselves by name?
- Do they actually listen to the customer and identify the issue when it’s first presented?
- Do they ask the caller if there’s anything else they can help with at the end of the interaction?
If agents are failing in any of these metrics, you can raise this with them and deliver personalized training easily through Playvox.
As you can see, there are multiple examples of bad customer service calls that could be chasing customers away. Using Playvox to view your agents’ performance and resolve problems will help you boost productivity, increase customer satisfaction and reinforce your brand reputation.
Have you ever engaged in any of the examples above? How did you improve your customer service?