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Tag: Call Centers

Correct Info on the Phone Could Have Saved a Trip for DirecTV

Correct Info on the Phone Could Have Saved a Trip for DirecTV

Following up the DirecTV service call that I blogged about this morning, there was some clear, obvious waste that could have been avoided through better training. It makes you wonder how many billions of dollars are wasted across the country each year because companies under-invest in training and because they can’t connect the pieces of […]

By August 11, 2010 7 Comments Read More →
How to Design Poor Service – Expect 100% Utilization of People or Resources

How to Design Poor Service – Expect 100% Utilization of People or Resources

I have as many bad customer service experiences as the next guy, both in healthcare and other businesses. As I’ve said before, I try not to be a “hack” blogger who just uses their platform to complain about the last bad thing to happen, unless there’s a broader lesson involved. Let’s say you HATE your […]