The Top 20 Ways You're Annoying Your Customers
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Transcript of The Top 20 Ways You're Annoying Your Customers
© 2016 ICMI, All Rights Reserved @CallCenterICMI icmi.com | 800.672.6177
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
© 2016 ICMI, All Rights Reserved @CallCenterICMI icmi.com | 800.672.6177
Top 20 Things That Annoy
Customers…..
© 2016 ICMI, All Rights Reserved @CallCenterICMI icmi.com | 800.672.6177
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.
© 2016 ICMI, All Rights Reserved @CallCenterICMI icmi.com | 800.672.6177
3: Customer service reps who interrupt/talk over them.
© 2016 ICMI, All Rights Reserved @CallCenterICMI icmi.com | 800.672.6177
4: Customer service reps who read from a script.
© 2016 ICMI, All Rights Reserved @CallCenterICMI icmi.com | 800.672.6177
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
© 2016 ICMI, All Rights Reserved @CallCenterICMI icmi.com | 800.672.6177
Join us for the next #ICMIchat!
Topic: What Really Works in Training? Host: @NealTopf
Day/Time: May 31 | 1pm ET