Customers prefer consistency in engagement too

by Ashvini on August 30, 2012 · 2 comments

in My Personal Thoughts

Recently I was involved in a duel with an hardware company. Their hardware device which I had recently purchased turned out to be too difficult to install. I opened a support ticket on their portal.

Customer engagement

After some to and fro’s, I was fortunately connected to an executive who knew what was wrong with the device. He worked with me on a remote connection to resolve the problem. However the next day, the problem reappeared. I updated the message, only to be answered by another executive. And then the to and fro messaging started once again. I wrote in the message that I needed to be connected to the executive who resolved the problem previously. Unfortunately it never happened. It seems that I lost him in the sea of call center employees.

A few days of frustration, complaining on social media site of the company got me a reply that company was ready to replace the device. I am still sure there is no problem with device, only with the configuration. However, I am tired of explaining it again and again. I am lost without the help from that particular executive. I will go in for replacement and hopefully the problem gets resolved.

The consistent customer engagement experience

The trouble with such call centers, departments or companies that deal with customers is that they appear inconsistent. Relationship is between two entities. On one side, companies expect regular purchases and loyalty from customer. On the other side, customer expects consistent experience from the vendors both in terms of product and engagement.

A company that constantly changes people who interact with customer commit these sins

  1. They do not value the relationship with the customer
  2. They force customer to often re-explain their problem
  3. They repeat solutions often presented by representatives before them to the customers
  4. They have to restart the engagement with customers every time a new person is assigned to the task.

Frequently changing customer engagement representatives reduce the quality of interactions. It’s better to keep the same person assigned to same task or customer.

Image: FreeDigitalPhotos.net

About The Author

{ 2 comments }

Jeevan Jacob John September 7, 2012 at 8:26 pm

Agree with you, Ashvini!

I think companies need to work on a better customer service program – like a software that automatically brings up the files and details (along with previous complaints and cases – and history of chats/phone class they had with the company reps). I think that will allow for the company reps to manage the situation in a great way, by not actually irritating the customer and by solving the problem directly – maybe even transfer to the rep they talked to earlier, if they are available.

I think more companies are working a better customer service program (because, well they want their customers to be loyal and not irritated by the customer service reps).

Ashvini Kumar Saxena September 13, 2012 at 3:34 pm

Hi Jeevan,

Infact there is a software that already does that : CRM. However poor implementations often mean that employees do not gather right information. Or the fact that the customer keeps getting different rep everytime he calls. The important thing is to find these issues and fix them. Thanks for your opinion Jeevan. I love them as always.

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