What makes good customer service? Obviously not the customer service agent in this video (which by the way this video is just 8 out of the 18-minute long conversation). Everyone has had an interaction with a customer service agent at some point in their life, whether it be face to face or on the phone, this video should make you cringe and would result in the agent getting fired. It doesn’t even sound like a customer service call, it sounds like a bad breakup. “It’s not you, it’s me. I just don’t want to be with you anymore”. “But honey I can change!” This is a very strong example of a disgruntled employee projecting onto a client. This is never acceptable and something that we have Zero tolerance for. With so many inbound customer service centers in today’s world, having something like this happen can be detrimental to a business.
We understand being in an inbound call center can be really challenging and stressful especially when you throw commissions into the works. The most important thing you can do with dealing with a disgruntled client is to ensure that they are feeling heard. Let them explain the issue to you and identify the problem. When you have figured out the issue, you can move towards recovery and assistance to fix the problems they are experiencing. Customers expect you to fix the problem, and in this video, the problem is the customer wants to cancel. A company never wants to see you cancel, but even with your customers who are on their way out from a company you still want them to leave with a lasting positive impression of your business. Word of mouth is a strong influencer in where people choose to supply their business and it should be your friend.
Comcast has one of the worst reputations as a North American inbound call center with their customer service and this video shows it. Not only for this video, but there was a news article printed about a woman who called in to get the channels she was being billed for. She had another experience where the Comcast agent was projecting their negative energy towards the client. She received her bill the following month, as usual, only it was sporting a very unprofessional name.
So the next time you are calling into an inbound call center service you should take notes on how they treat you. Most people or at least people who work at a call center will say the customers are the ones who are horrible to deal with. A lot of what you find in your call is exactly what you would put into it. Striving for positive environments and fair treatment of all our agents makes BaseTend the best inbound call center.
If you want to add extra customer service to your business please consider contacting BaseTend. We are a great answering service and our virtual receptionists are always polite and eager to help your customers!