Can customer satisfaction lead to marriage?


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Customer satisfaction comes in all shapes and sizes and, sometimes, it even comes in marriage proposals. With telephonic customer services there is very little to frame the expectation of what’s to come beyond the preconceived perception of the company. So naturally customers then rely on the tone of voice and how an agent “connects”. Why else do we train agents to “talk with a smile in their voice” and have coaches focus on the greeting and delivery to enhance the customers’ perception of the experience. Customers paint a picture in their minds on how the call center agent looks and what kind of person s/he is in real life. Sometimes they even paint themselves into the picture! Our business partners always love to hear positive feedback from their customers and through the External Quality Monitoring program, they get a few laughs too:

“The lady was beautiful. She was wonderful. I don’t know how pretty she is but I know she talks so good. She took care of everything. It was a beautiful experience. Not only her though, everyone I’ve talked with at your company is beautiful. That’s all I have to say.”

“David was very nice. He told me his name in a clear voice and was very nice. Very clear. He’s somebody I think I’d want my daughter to marry. Thank you very much.”

“I was so happy with the results, with her manner, and with her method that I asked her to marry me. Thank you.”

Happy Monday!

Republished with author's permission from original post.

Jodie Monger
Jodie Monger, Ph.D. is the president of Customer Relationship Metrics (CRM) and a pioneer in business intelligence for the contact center industry. Dr. Jodie's work at CRM focuses on converting unstructured data into structured data for business action. Her research areas include customer experience, speech and operational analytics. Before founding CRM, she was the founding associate director of Purdue University's Center for Customer-Driven Quality.


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