The Top 20 Ways You're Annoying Your Customers

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Transcript of The Top 20 Ways You're Annoying Your Customers

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The Top 20 Ways You’re

Annoying Your Customers

© 2016 ICMI, All Rights Reserved @CallCenterICMI icmi.com | 800.672.6177

Insight from the May 24, 2016 #ICMIchat

Topic: Customer Service Pet Peeves

Host: @ens0204

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Top 20 Things That Annoy

Customers…..

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1: Being transferred to someone who’s not up to

speed on the problem.

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2: Having to navigate a long and confusing IVR.

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3: Customer service reps who interrupt/talk over them.

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4: Customer service reps who read from a script.

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5: Having to exert additional/unnecessary effort

to solve a problem.

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6: Being forced to switch channels mid-interaction.

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7: Long hold times.

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8: Not having the option to text for service.

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9: Being asked to call back later for resolution.

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10: Not having the option to talk to a live person when

needed.

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11: Fake empathy.

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12: No option to cancel an account online; being forced

to call in to do so.

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13: Stump speeches/sales pitches on a service call.

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14: Dropped calls & no call back.

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15: Customer service reps that don’t listen.

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16: Having to repeat information.

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17: When customer service reps overuse the customer’s

name in conversation.

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18: Game playing. Being forced to call in multiple times

to negotiate pricing.

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19: Complicated payment processes that make it hard for customers to give you

money.

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20: Failing to respond to questions on social media.

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Want to avoid these problems? Head to our forum

for a full recap & tips: http://ubm.io/1RzMpI4

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Join us for the next #ICMIchat!

Topic: What Really Works in Training? Host: @NealTopf

Day/Time: May 31 | 1pm ET