Customer Service Fail Last week a major cable and Internet provider made “headline” news when a customer recorded a call to the company’s customer service center. All the customer wanted to do was terminate his service. The customer service agent proceeded to ask questions as to why the customer would want to disconnect. The agent […]
Last week a major cable and Internet provider made “headline” news when a customer recorded a call to the company’s customer service center. All the customer wanted to do was terminate his service.
The customer service agent proceeded to ask questions as to why the customer would want to disconnect. The agent made statements about this company being the best at what they do and providing the best price.
Essentially, the agent wouldn’t accept that the customer simply, for whatever reason, wanted to terminate the service. After a few minutes, the customer put the call on speakerphone and recorded the conversation with his iPhone. In total, the call went on for over 15 minutes. The agent wouldn’t let up. The call was a disaster. The customer posted the recording of the call on social media and the incident went viral.
This isn’t about that specific company or incident; it is just an example of a problem. It could have happened to any company, not necessarily in a call center. It can be on the front line of any type of business. So, let’s not focus on the company but rather the incident and what we can learn from it.
There are certainly many more reasons that customer service can fail, but these three reasons are a good springboard to a more in-depth conversation with your team. See what other reasons you can think of and feel free to leave a comment sharing what you came up with.
Shep Hyken is a customer service/CX expert, award-winning keynote speaker, and New York Times bestselling author. Learn more about Shep’s customer service and customer experience keynote speeches and his customer service training workshops at www.Hyken.com. Connect with Shep on LinkedIn.
(Copyright ©MMXIV, Shep Hyken)
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