This customer recorded his call into a cable company. I listened. What I heard made me say wow. Just wow.

So this call was bad. Really bad. All the customer, Ryan Block, wanted was to cancel his Comcast service. Ryan shared 8 minutes of the call on Sound Cloud for all of the Internet world to hear. My favorite phrase from the call is, “Help me understand why you don’t want faster Internet?” I’m still laughing!

Listen to this nightmare of a customer service call and then be thankful that you train and monitor your employees. You do train and monitor your employees, right?

Ryan Block, the customer

Click to listen to phone call.

Consider using this phone call in your customer service training sessions. Here are some discussion questions around the call:

  1. How would you feel about the company if you were the customer on this call?
  2. How likely would you be to spread negative word of mouth advertising either person to person or through social media?
  3. Beyond the customer in the call, how far will the impact of this call likely reach?
  4. What specific things can we learn from this call (what not to do, etc.)?

 

For help in how to talk to customers, check out:

5 Ideas to Improve the Way Your Employees Talk to Customers – Use these free 5 tips (plus videos) to hold a 5-minute training session to help your employees sound friendlier and “warmer”in face-to-face interactions and over the telephone

Customer Service eLearning– 10 courses to improve the way your employees talk to customers over the phone and email

Watch this short video to learn more about our customer service eLearning.

Learn more about our soft skills eLearning or try for free

Published by

myragolden

Myra Golden is an author, trainer and keynote speaker who has been helping companies for over twenty years to improve the customer experience through her customer service training workshops. Myra has a master’s degree in human relations and a bachelor’s degree in psychology, helping her to understand the challenges of developing the best customer experience as it relates to the psychology of the employees. Myra has helped Verizon Business, McDonald’s, Coca-Cola, Michelin Tires, Frito-Lay, Vera Bradley and many others improve the customer experience through her training. She was named one of the Top 10 Customer Service Bloggers by Huffington Post and she is the co-author of Beyond WOW!

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