Comments on: Customer Service Debacle http://www.phillauterjung.com/customer-service-debacle/ Conversations Re: Sales | Marketing | Social Media | Etc. Wed, 04 Jan 2012 23:28:09 +0000 hourly 1 http://wordpress.org/?v=3.0 By: Phil Lauterjung http://www.phillauterjung.com/customer-service-debacle/comment-page-1/#comment-51 Phil Lauterjung Wed, 05 Aug 2009 22:08:15 +0000 http://www.phillauterjung.com/?p=279#comment-51 Let me know how your late fee strategy works out - I'd like to try that next time. Let me know how your late fee strategy works out – I’d like to try that next time.

]]> By: Carder http://www.phillauterjung.com/customer-service-debacle/comment-page-1/#comment-48 Carder Tue, 04 Aug 2009 17:25:47 +0000 http://www.phillauterjung.com/?p=279#comment-48 As they charge us for "our error" if they turn out to be wrong we should be able to bill them for wasting our personal time. I have proposed this to the compamy several time in similar situations and you always get the "duuuuuuuh we can't do that". Once or twice when I was really ticked off I actual sent them an invoice which of course didn't paid. Maybe I should add a late fee and try again. As they charge us for “our error” if they turn out to be wrong we should be able to bill them for wasting our personal time.

I have proposed this to the compamy several time in similar situations and you always get the “duuuuuuuh we can’t do that”.

Once or twice when I was really ticked off I actual sent them an invoice which of course didn’t paid. Maybe I should add a late fee and try again.

]]> By: Heidi Miller http://www.phillauterjung.com/customer-service-debacle/comment-page-1/#comment-37 Heidi Miller Mon, 27 Jul 2009 16:56:38 +0000 http://www.phillauterjung.com/?p=279#comment-37 Phil-- Yes, this is where the goal should have been to handle the issue in one call, or "one-call resolution." Some companies have rewarded reps for lowering average handle time, which means they get better scores if they pass off customers with complicated issues to someone else. Their "handle time" stays low, and they look good as a CSR. Problem is, of course, then customers end up experiencing the ring-around-the-rosey that you did, and the quality of the service experience suffers. Personally, I think the one-call resolution model is a great idea. Reps are rewarded for actually solving the problem ONCE instead of being rewarded for passing the customer off or forcing him to call back repeatedly. Citibank, are you listening? Phil–

Yes, this is where the goal should have been to handle the issue in one call, or “one-call resolution.” Some companies have rewarded reps for lowering average handle time, which means they get better scores if they pass off customers with complicated issues to someone else. Their “handle time” stays low, and they look good as a CSR.

Problem is, of course, then customers end up experiencing the ring-around-the-rosey that you did, and the quality of the service experience suffers.

Personally, I think the one-call resolution model is a great idea. Reps are rewarded for actually solving the problem ONCE instead of being rewarded for passing the customer off or forcing him to call back repeatedly.

Citibank, are you listening?

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