"This call may be recorded for quality assurance."
We’ve all heard this phrase as we call various companies and need to talk to sales or customer service reps. This is a great training strategy. After the call, let the rep hear the conversation he or she had and find ways to improve.
Recently, the tables were turned. An AOL customer decided to record his call. He put it on the Internet for everyone to hear, sharing the experience he had trying to cancel his AOL service. Unfortunately, the call did not go well for AOL.
After fifteen minutes of hold time, Vincent Ferrari finally got through to an AOL customer service representative (CSR). The CSR did not make canceling the service easy, to say the least. He continued to ask questions and debate with Vincent. Finally out of frustration, Vincent repeated over and over, “Cancel the account.”
This seemed so outrageous that I had to confirm that this was not just another Internet “legendary story.” Matt Lauer from NBC’s Today show interviewed Vincent and played the entire conversation.
AOL has made the statement that they listened to Vincent’s recording and read the postings on Vincent’s blog, because they wanted to learn from it and do a much better job next time. They have since let the customer service rep go.
The lesson is simple. We need to know how we come across to our customers over the phone. The CSR claimed he was trying to help Vincent. Was it poor training or poor judgment? It doesn’t matter. It is all about the customer’s perception of the situation.
Consider recording calls for training purposes. Another option is to just make a call yourself and find out how your employees handle problem situations. Become your own mystery shopper. How does your receptionist sound? (Do you even have a receptionist?) How did your CSR handle your “problem?” Bottom line is that I hope you had a good experience. If not, then it is time to go to work!
Shep Hyken, CSP is a professional speaker and author who works with companies who want to develop loyal relationships with their customers and employees. For more information on Shep's speaking presentations, including his customer service speaking programs, books, tapes and learning programs please contact (314) 692-2200. Email: shep@hyken.com Web: www. hyken.com