Can your customers double as career counselors?


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Customers will tell you when they are dissatisfied with their customer service experience and they will tell you when they are pleased. But did you ever think your customers could double as career counselors for your call center agents? Whether out of anger or out of care, customers will share how they feel about the people who are helping them resolve their problems. ‘Knuggets’ like these can indicate when it might be a good idea to offer positive feedback to those agents you will want to forever hold on to and some constructive criticism to those who you may not.

“Steven was most helpful. He was as at least as intelligent as I am and more intelligent in many other ways. I hope he goes on to become a successful banker, if that’s what he so chooses. Maybe he wants to become the president.”

“You work for a rich corporate company buddy. You better be prepared to absorb everybody’s emotion. That’s your job. If you don’t like customer service and you’re all freaked out about people not being polite, well there are a lot of Tinkerbell jobs out there that you can take that don’t deal with the public. You can be a little mindless robot and not interact with anybody so you won’t get your feelings hurt. If you want to work with the public, in customer service, then you better be prepared to get our feelings as feedback buddy.”

“I think Mary is an outstanding rep. for your company. Your company is blessed to have her. But Mary should do more. She should be sent over to the Middle East and work that out. We need to take advantage of the great skills Mary has and put them to good use. I know she could do it. She could definitely resolve the Palestinian-Israeli problem. Thank you.”

“The representative should get a job, maybe at Burger King or McDonald’s because she sucks at being a customer service agent.”

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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