Comments on: how to get what you want from customer service http://www.lightspeedchick.com/society/how-to-get-what-you-want-from-customer-service/ i was uncool before uncool was cool Tue, 06 Jan 2009 00:13:24 +0000 http://wordpress.org/?v=2.3.2 By: Derek http://www.lightspeedchick.com/society/how-to-get-what-you-want-from-customer-service/#comment-15994 Derek Wed, 06 Aug 2008 21:40:44 +0000 http://www.lightspeedchick.com/society/how-to-get-what-you-want-from-customer-service/#comment-15994 Another factor on your side now is a performance metric for call centres called First Call Resolution. A third party randomly surveys people who've called to see how many calls were needed to resolve an issue. Top call centres are in the 95% or higher ranger for resolving issues the first time you call and more are being pressured to adapt and do likewise. Some centres now automatically escalate a second call for the same issue to a supervisor. You were right to be persistent and I'm glad you did get a supervisor in the end. Now if companies would only realize the self-inflicted damage caused when someone calls six times for an $8 part then tells all their friends and readers about it... Another factor on your side now is a performance metric for call centres called First Call Resolution. A third party randomly surveys people who’ve called to see how many calls were needed to resolve an issue. Top call centres are in the 95% or higher ranger for resolving issues the first time you call and more are being pressured to adapt and do likewise. Some centres now automatically escalate a second call for the same issue to a supervisor. You were right to be persistent and I’m glad you did get a supervisor in the end. Now if companies would only realize the self-inflicted damage caused when someone calls six times for an $8 part then tells all their friends and readers about it…

]]> By: Patrick http://www.lightspeedchick.com/society/how-to-get-what-you-want-from-customer-service/#comment-15921 Patrick Mon, 28 Jul 2008 02:44:23 +0000 http://www.lightspeedchick.com/society/how-to-get-what-you-want-from-customer-service/#comment-15921 Good advice. I benefitted from the time limit thing when I had my Powerbook replaced for a new one a couple of years ago. Also, and I've used this a bunch of times, if the person is a wall, either trought sheer politeness or by being an idiot or by repeating their list of answers, just say "thank you", hang up and wait a few minutes, try again. Repeat until you find the "right" person. Good advice. I benefitted from the time limit thing when I had my Powerbook replaced for a new one a couple of years ago.

Also, and I’ve used this a bunch of times, if the person is a wall, either trought sheer politeness or by being an idiot or by repeating their list of answers, just say “thank you”, hang up and wait a few minutes, try again. Repeat until you find the “right” person.

]]> By: Philippe-A. http://www.lightspeedchick.com/society/how-to-get-what-you-want-from-customer-service/#comment-15886 Philippe-A. Fri, 25 Jul 2008 14:41:49 +0000 http://www.lightspeedchick.com/society/how-to-get-what-you-want-from-customer-service/#comment-15886 Wow, first time I actually load the page in a while (rather than just rss-ing). Kick ass design. wow. Wow, first time I actually load the page in a while (rather than just rss-ing). Kick ass design. wow.

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