The Top 20 Ways You're Annoying Your Customers
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Transcript of The Top 20 Ways You're Annoying Your Customers
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© 2016 ICMI, All Rights Reserved @CallCenterICMI icmi.com | 800.672.6177
The Top 20 Ways You’re
Annoying Your Customers
![Page 2: The Top 20 Ways You're Annoying Your Customers](https://reader031.fdocuments.in/reader031/viewer/2022021507/58f0d50b1a28ab30548b45f9/html5/thumbnails/2.jpg)
© 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
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© 2016 ICMI, All Rights Reserved @CallCenterICMI icmi.com | 800.672.6177
Top 20 Things That Annoy
Customers…..
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© 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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© 2016 ICMI, All Rights Reserved @CallCenterICMI icmi.com | 800.672.6177
2: Having to navigate a long and confusing IVR.
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© 2016 ICMI, All Rights Reserved @CallCenterICMI icmi.com | 800.672.6177
3: Customer service reps who interrupt/talk over them.
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© 2016 ICMI, All Rights Reserved @CallCenterICMI icmi.com | 800.672.6177
4: Customer service reps who read from a script.
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© 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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© 2016 ICMI, All Rights Reserved @CallCenterICMI icmi.com | 800.672.6177
6: Being forced to switch channels mid-interaction.
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© 2016 ICMI, All Rights Reserved @CallCenterICMI icmi.com | 800.672.6177
7: Long hold times.
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© 2016 ICMI, All Rights Reserved @CallCenterICMI icmi.com | 800.672.6177
8: Not having the option to text for service.
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© 2016 ICMI, All Rights Reserved @CallCenterICMI icmi.com | 800.672.6177
9: Being asked to call back later for resolution.
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© 2016 ICMI, All Rights Reserved @CallCenterICMI icmi.com | 800.672.6177
10: Not having the option to talk to a live person when
needed.
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© 2016 ICMI, All Rights Reserved @CallCenterICMI icmi.com | 800.672.6177
11: Fake empathy.
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© 2016 ICMI, All Rights Reserved @CallCenterICMI icmi.com | 800.672.6177
12: No option to cancel an account online; being forced
to call in to do so.
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© 2016 ICMI, All Rights Reserved @CallCenterICMI icmi.com | 800.672.6177
13: Stump speeches/sales pitches on a service call.
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© 2016 ICMI, All Rights Reserved @CallCenterICMI icmi.com | 800.672.6177
14: Dropped calls & no call back.
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© 2016 ICMI, All Rights Reserved @CallCenterICMI icmi.com | 800.672.6177
15: Customer service reps that don’t listen.
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© 2016 ICMI, All Rights Reserved @CallCenterICMI icmi.com | 800.672.6177
16: Having to repeat information.
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© 2016 ICMI, All Rights Reserved @CallCenterICMI icmi.com | 800.672.6177
17: When customer service reps overuse the customer’s
name in conversation.
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© 2016 ICMI, All Rights Reserved @CallCenterICMI icmi.com | 800.672.6177
18: Game playing. Being forced to call in multiple times
to negotiate pricing.
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© 2016 ICMI, All Rights Reserved @CallCenterICMI icmi.com | 800.672.6177
19: Complicated payment processes that make it hard for customers to give you
money.
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© 2016 ICMI, All Rights Reserved @CallCenterICMI icmi.com | 800.672.6177
20: Failing to respond to questions on social media.
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© 2016 ICMI, All Rights Reserved @CallCenterICMI icmi.com | 800.672.6177
Want to avoid these problems? Head to our forum
for a full recap & tips: http://ubm.io/1RzMpI4
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© 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