Think of the last time you called a company’s toll free number. You probably were greeted by an automated voice that stated the “call may be monitored for quality assurance purposes.”
If my calls are monitored, what happens when I get so frustrated that I hang up? In these cases it should be obvious to an observer that my problem was not solved and that unless something changes, I’m left with a very bad taste in my mouth.
Shouldn’t I get a call back from a manager? Shouldn’t I get an apology? Or better yet, a solution to my problem?
If my call is monitored, it should be easy to review, analyze, and solve my problem before calling me back.
Unfortunately, you’ll never get this follow-up phone call. You’re more likely to get a call from a telemarketer than the company with whom you initiated contact.
Imagine your customer’s surprise if you followed up a bad customer experience with a phone call that solved the problem.
Are you monitoring your communications with customers? If not, pull your head out of the sand!
If you are monitoring, do you take action on the problems you see? Please say “yes!”
Taking action by changing your process, training, or scripts is a good thing. Don’t forget, however, about the customers that took the brunt of your mistakes. Get back to them with a solution.