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 their organization.

I was having trouble with one TV after having to take some thing apart – after recabling everything, it didn’t work. I thought I was careful in putting it back together the way it had been (I had even gotten out my 5S labeler to mark pieces). When I called if the phone agent had been able to give me correct info, DirecTV could have avoided a costly (to them, it was free to me) in-home tech appointment. It was completely avoidable.

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 customers. Sounds unimaginable, but I’ve long suspected this is actually the case with American Airlines, having flown almost a million miles with them. OK, so that’s a bit harsh, but it does seem true that American falls into the trap that many other companies do – expecting 100% utilization (of equipment or people) in the name of efficiency, while ignoring the laws of nature that say 100% utilization leads to LONG customer waiting times – in person, or on the phone. I’ve also had similar experiences with Verizon FIOS… bear with me, I’m not just griping and moaning in this post.