Customer Service
Don’t Make Me Laugh!
What is this trend… Customer Service?
If you have an Accounts Enquiry, you need Accounts.
If you have a Servicing Request, you need the Servicing Department.
If you need Technical Assistance, you need the Technical Department.
Why would you willingly queue to talk to Customer Services…
WHAT DO THEY DO?
There was a move by large organisations to consolidate many of the functions of internal departments and shield them from Customer Calls. Customers would be directed to specialists who could combine many functions and reduce both the customer’s time and the time used up by the employees. A truly noble cause.
However, cost saving exercises have reduced the numbers of the ‘specialist’ and increased the functions they must deal with. This further dilutes the experience to the point that many Indian call centres are using actual scripts to talk a customer through a predefined issue. There is no experience with the product and service and almost no understanding for the issue.
Who of us would feel happy talking a Bomb Disposal person through a new device by telephone from a call sheet? None of us have experience in disarming bombs and would not consider a call sheet a satisfactory solution!
MICROSOFT
I wanted to set up a new PC and got a copy of Windows Vista. After 7 or 8 attempts, I called the Help Line and was immediately connected to a VISTA Customer Services Specialist…
After more than hour to an Indian call centre, listening to him turning the pages of his question and response book, unable to help… I gave up. I had spent nearly £200.00 on the software and was none the wiser for the cost of the phone call or the loss of time.
Q: How much is VISTA worth to Microsoft?
A: Billions of dollars worldwide
So why did none of the supposed ‘Microsoft Representatives’ have any actual experience with its installation, its use, issues, Etc? Is Microsoft actually interested in their single licence customers? No. It’s just your cash they want, or they would employ actual specialists... Not just the cheapest English (Allegedly) speaking labour that can read from a call sheet.
I now understand what the issue is and I made an error when ordering a graphics card. It’s not actually Microsoft’s fault – But surely their support department should have been the ones to tell me and not a PC Magazine. According to Microsoft, despite having all the relevant information, an hour reviewing the details and 3 further calls, they still don’t have a clue… The luckless wonders!
Back to my Bomb Disposal reference above, it became obvious that no one in that call centre had even seen a Vista Box, let alone performed even the most basic set up!
VODAFONE
Now, don’t get me wrong, I’m a bit of a nationalist and like Vodafone and their international success. It’s a British business that returned the favour when BMW bought Rover and asset stripped it in front of our very eyes. Vodafone bought the German Telecoms business Manasman and the staff went on strike, there was national uproar as to the audacity of a foreign telecoms company just snapping the business up without asking nicely first.
So, Kudos to Vodafone for reaching into the heart of the Fatherland only weeks after BMW left Rover the dishevelled hulk it sold for pittance back to is Management.
But Vodafone can only achieve this spending power by very frugal investment in their services. So we get to wait 40 minutes before we can talk to the right person. I have been with Vodafone for more than 15 years (same Mobile number too) and know that with increased profitability, customer service has improved. But what a ridiculous wait!
VIRGIN MEDIA
I got a phone line installed in 1996 with Windsor Cable that quickly became The Cable Corporation. This business has been bought up, chopped up, sold and merged on countless occasions. Its latest incarnation is the fated VIRGIN MEDIA. I called to change my number and spoke to a very nice chap who assured me that my number would be changed last week… I’m still waiting. The investment in time on the phone to the call centre was more than an hour. Firstly I spoke to a front line time waster who does not posses the skills, ability or sign-on’s to do what I want. In-fact, I’m not sure what function this person actually fulfils?
So a transfer of the call, another 20 minute wait for someone to pickup… Etc. They do use UK call centres so I suppose we have to be grateful for small mercies. Jenray noted something similar in her experience (only much more frustrating!). NB: If you have not visited, she has a quite lovely turn of phrase.
SKY
Jenrray, I’m sorry to say this… Sky is only marginally better. It’s the Vodafone Price War all over again. Saving on customer services allows the business to lower its overheads and its price to customers. Personally, I dislike sky. I dislike its owner and its pricing policy… But that’s another Blog (Grrrr!). I do have to confess that there have been some improvements in Sky’s service.
THE SERVICE
The point is Customer Services are to keep us away from the people with the ability to actually affect a solution. The Finance Staff, the Engineering Department, Installations Managers, Etc. Rarely do you come across a member of Customer Services who can….
‘Arrange an engineer, refund the over payment and change your address’
If they could, they would be the most useful people on earth. Instead, poor systems and over-engineered management means you need to wait in one queue after another.
Only by complaining hard enough do you get to someone who recognises the fact that you are used to dealing with alleged authority figures and used to getting a result. Then you are worth dealing with immediately as you will be too much of a pain in the ass if they drop the call….
MY PERSONAL TIPS ON
HOW TO ACHIEVE A RESULT
WITH A CALL CENTRE IDIOT.
All right, not all call centre staff are idiots. Some are extremely helpful, are far from their level of incompetence and are obviously under utilised. However, for the rest, this is my guide…
I appreciate the examples above may not inspire confidence. But when dealing with personal matters at home I have a tendency to turn off my business Head. Instead I relax in the gentle Tele-Muzac and forget that someone pays me to achieve this same result on a daily basis… From Credit Collections, Area Sales, to the Recruitment Industry, Etc... I have been charged with the task of moving quickly past individuals without the power to make decisions.
But at home, while reclining on the Settee, I become a passive consumer and rely on the good nature of Customer Services!
That is until I get a bit mad! (See below – Enough Rope To Hang…Etc.)Then it’s on with the Business Head and I revert to a Grumpy Bugger, Monday Morning, First Call Of the day, Blood Pressure rising, Stress Levels at 80%...
P a s s m e t h e p h o n e…
I have listed some of the techniques I have used to get a result. It doesn’t always work, my requests aren’t always reasonable and I’m not always right… but if you don’t ask, you will never receive! This is an idiot’s guide so apologies if I’m teaching my Granny to suck eggs… (You mean Blow, don’t Suck?!?)
BEFORE
Firstly, don’t just make the call. Make sure you have all of the relevant details. The paperwork, the Account Number, The Item in detail that is causing you a problem. Have a Pen and Paper ready, you are going to need it. Know what it is you are looking to achieve from the call before you make it.
DESIRED RESULT
Set the Goal - A firm installation date / The retuning of faulty goods / A Full Refund / Etc.. Knowing your Goal will help you focus and achieve a satisfactory solution. Remember, you may not be entitled to what you want (“Our Terms State” or “Our Policy is”), but this doesn’t mean that you will not be able to get it!
MR ANGRY!
Don’t Call Angry! Well, not yet anyway. There is no point in shouting at front line staff. They do not have the authority and have no autonomy so they really are just doing a job. A 23 years old disillusioned graduate who fell into this role as an easy form of employment with fairly good money… don’t expect emotions other than contempt from them if you loose your temper.
NAMES
Call, Get a Name! Get A Surname! Get Accountability from the person you are talking to. Doing this first puts the entire call on a different level. They can’t transfer you into space… You Know Their Name! Ask the Location of the Call Centre. You may find that different offices around the country doing the exact same job will have differing management and therefore different levels of Service.
THE DEPARTMENT TO PLACATE
Let them take you through their pre-prepared conversation. Allow them to make any offers of assistance but don’t be put off from your goal.
We don’t like upsetting people who appear to be helpful. KEEP IN MIND – These individuals have been trained to be ‘helpful’ and to contain your call. You are only 5 to 10 minutes of their day and they are unlikely to remember you name for more than 3 minutes after the call ends.
Be polite, firm and resolute in you desire to achieve your goal. A line I like to use “Thank you for trying to help me, but I would like to discuss this with the Department Manager, what is that person’s name”. Move past the Gate Keepers…
Ask for the name of their Manager. Try to avoid the Supervisors, they are just more experienced Gate Keepers and are paid specifically to hold and contain your call. A Manager is responsible to much more senior staff and is likely to take your call a whole lot more seriously.
REMOVE YOURSELF FROM THE EMOTION
None of this is personal and you are not allowed to make any of the conversation personal. You may not use language that you would feel uncomfortable using with your local Priest or Vicar. This is not a reflection of the individuals as people, its no reflection on your character, and in no way should you feel bad. They won’t want to pass your call on to the manager; you must remind them that they have been unable to assist. Expect the reply that the manager will say the same thing – This comment is excellent as it enables you to reply “I appreciate that, but I would like to give them the opportunity to comment on this before I take this matter further”
This whole exercise is about achieving your ends from a profit making machine – do not concern yourself with what the ‘business’ may think about you. Businesses don’t have feelings, not even for their own staff. (How many of us know someone affected by outsourcing? Did the UK Staff do a bad Job or can they simply be replaced by virtual Slave Labour from an eastern European Country or Asia?).
However, this does not mean that you are allowed to become angry. It is more a reflection of the kind of Business Emotion that you can express. Unleashing your temper on the first poor employee who picks up the phone will have you branded as not worth assisting. Expressing your anger as abject disappointment with a departmental Manager will usually grant you there full attention and hopefully a speedy solution.
NEGOTIATION
Be prepared to compromise in the first instance. If your goal is of a financial nature, it is sometimes beneficial to allow a business just enough rope to hang them with. Even Departmental Managers’ will be forced to work within business restraints.
My brother bought a booster seat from an online shop. The wrong item came and he asked for a replacement. They asked him to return the incorrect model at his own cost. He refused and he was astounded by their response… Did he know anyone who may want to buy it? Again, he answered no. The business shipped his correct order and he was told he could keep the incorrect model!! The cost of collection outweighed the profit in re-selling the low value item (Under £20.00).
This worked in his favour, but there are many more examples where low profitability on an item works against the consumer – Restocking charges, Delivery fees, Administration costs. If the fault is due to consumer error, some form of fee must be expected.
If the fault is the Suppliers – then you have the right to refuse any unreasonable request. Don’t be put off by a quote regarding Policy! Consumers have large number of rights and by any error from the supplier; it is most likely that the ‘agreement of purchase’ has been broken by them! IE; All Bets Are Off! – Including what their “Company Policy” may state!
TAKE NOTE
Keep all your notes. Date all instances; include times, names of the individuals, an outline of the conversation – ‘You Said, They Said’. There is an exceptionally good reason for this… Information is power!
THE FINAL STRAW
When you have battled your way to the Manager and have been stifled by them… Get Dirty.
If the circumstances warrant, the service levels have not been met or the department concerned have simply not responded (Enough Rope) its time to call on Senior Assistance!
Everyone is responsible to someone until you reach a Director. These people are responsible for the business and protecting its public image. In these times of hard won money, the customer is truly King – they are unlikely to have forgotten that.
Don’t expect to speak to the Director, but his secretary will usually have enough clout to put the fear of god into any Line Manager. You are much more likely to find a kind ear at this level but you must be able to show where the organisation has failed.
With good notes (As much details as possible) you can discuss your terms. If you can put a compelling argument to the Director (Or their appointed representative) you would be justified in taking… ‘Further Action’ (Legal – God Forbid) if needs be. Normally, you will find a very satisfactory solution at Director level.
THE DEPARTMENT OF
DIRTY TRICKS
DATA PROTECTION –
Under the governments (Now EEC Wide) Data Protection Policy, any information held on you can be requested for personal scrutiny. Expect to pay a £10.00 administration fee for the privilege of seeing it, but all calls and comments made that have been recorded on PC by the business must be made available.
Remember to ask for written conformation that no further information is kept on paper records. If things don’t go your way, you will be able to compare your notes with theirs when putting a case for legal action together. You may find that if there is a glaring and easily provable gap in their notes, they wont contest any further and your demands will be met without further question.
THE UNOBTAINABLE –
It will often appear that the business only wants to give you their 0800 Number to customer Services and that no direct line exists. However all UK LTD Co’s and large Partnerships are obliged to register their company details along with their Accounts and business returns, etc.
With a simple combination of free to use web sites, you can trace even the most elusive Web based business;
HIDDEN ON THE WEB –
Take a look at the web sites Privacy Policy. Under UK Legislation they have an obligation to list the address where your personal details will be held or the Head Office of the business that is holding them.
COMPANIES HOUSE –
I have passed the link to the search facility for UK LTD Co’s as this is always a useful item to keep in your favourites
http://www.companieshouse.gov.uk/WebCHeck/findinfopage/
Enter the business Name and this will confirm the address details. If you’re feeling lazy (or want specific details) you can create an account, pay £2.00 and receive details regarding the business. If you pay £5.00 you can request the full accounts including Directors Details, Name and Home Address! Very useful for a direct approach when all else fails.
ROYAL MAIL –
If you have an address and are not sure of the business, you can use a very useful tool from Royal Mail. You can use the link below to check for a Post code (supposing you know the address)
http://www.royalmail.com/portal/rm/postcodefinder?catId=400145&pageId=pcaf_pc_search&gear=postcode
However, there is a less known and infrequently used ‘Tab’ FIND AN ADDRESS. If you know the business Post Code, you can type it in on this page and it will tell you all of the businesses registered to that address! Very useful for those businesses that only like giving away a P O BOX.
DIRECT ACTION -
With an address comes a UK registered Telephone number. You will usually find the switchboard very amiable in giving out information. When you take a name, you may be asked “who is calling” or “What is it regarding” – have your reply ready – Don’t sound like a disgruntled customer but more like business partner or supplier.
EMAIL –
Remember to ask for the spelling of the name, regardless how obvious it is. “BOB SMITH” then “would Mr Smith Email Address B Smith @ Company ?” this sounds like you have emailed the business before despite the fact you may be incorrect. You will often find a quick reply correcting your email address. Cheeky but effective!
If you sound like you know the person the next time you phone, you will usually be put through directly. If you find a secretary is Gate Keeping, bare in mind that they will eventually go to lunch and the person you want may still be seated at their desk.
VOICE MAIL
Many people who hide behind voice mail can do so because they screen calls. This can be subverted by two methods;
1 – Often an extension number is given before you can leave a message. Most newer Switches in larger corporations will allow you to replace the last 4 digits of the main number with the extension to create a Direct Line. Incoming calls on a Direct Line will have a different ring style and are more likely to be answered than ones transferred from the Switchboard.
2 – If you know the extension you want, ask for the extension 2 digits above or below. This will not be the right person and after an apology, you can ask to be transferred. Internal calls will also have a different unique ring tone and are much much more likely to be answered – after all, it could be the boss!
Anyway… I feel like I’m preaching and that wasn’t the point of this blog.
I really want people to subvert Customer Service Departments. The only way to bring change in large organisations is to challenge their nicely constructed systems and highlight their inefficiencies.
Now, Go Subvert and never listen to “Not Our Policy” ever again!
“Thank you Mr Grumpy. I’m afraid our time is up. I’ll see you at the same time next week.”
Yes, Thank you Doctor. I’ll see you next week. (My therapy session is over!)