Episode 18 - What A Customer Service Clusterf*** Looks Like

Waiting for Service

English - February 17, 2017 18:41 - 21 minutes - 19.7 MB - ★★★★★ - 19 ratings
Management Business business callcenter contactcenter customerexperience customerservice Homepage Download Apple Podcasts Google Podcasts Overcast Castro Pocket Casts RSS feed

Previous Episode: Episode 17 - I should be fired w Amayea

Next Episode: Episode 19 - Stop Blaming Training for your customer Service problems

This is an episode about the anatomy of a painful customer experience.
We have a real end consumer on this episode who shares his experience with one of the leading phone companies.
There's all of this effort to wow people when people just don't want to go through all the hassle. As a customer I just want you to take care of my problem and make me spend 30 mins on the phone and put me through all of your departments.
In the episode, we discuss how all this process can be re-engineered.