How 12 Customer Service Failures Could Have Been Prevented
It’s easy to make mistakes and fail at customer service. We have all experienced poor service. Nobody is immune from it. And I must admit, I’m guilty of causing a few (maybe more) poor experiences in my career.
As a long-time industry veteran, the more customer interactions you have, the more chances you have to fail. So for me, learning from my mistakes is really the important part. Mistakes are going to be made. But making the same mistakes over and again is the insanity.
The Search for Answers
We all want answers. Me too. Insight into our mistakes can help you learn faster and repeat poor customer service experiences less. And when you can learn from the mistakes of others, it’s considerably less painful than learning first-hand.
At first I was hesitant to share my story about a bad customer experience I had several years ago. I am of the thought that the media is too full of negative customer service stories and I do not want to contribute to the tide that is eroding our honorable and noble profession.
Focus on learning
But the opportunity to help others through teaching to prevent horrible customer service persuaded me to tell my story. So I decided to contribute to the e-book 12 Customer Service Fails – And how they could have been prevented.
Jim Rembach is the president of Call Center Coach, host of the Fast Leader Show and a former call center supervisor. He is a Call Center Leadership Council Member, CX Expert for the Customer Experience Professionals Association and a certified Emotional Intelligence (EQ) practitioner. He is a contact center auditor and employee retention specialist, and holds a US trademark for the “Servant Teamwork®” leadership and organizational transformation methodology and inventor of the Accelerated Skill Development method used by Call Center Coach. Jim has authored nine books regarding contact center quality, employee engagement, customer experience and leadership development.