I just read titled “Consumer phone rage is serious issue for UK customer service” and am more than a little shocked at the direction and tone of the article. Check it out for yourself at www.customermanagement.co.uk/cmnews.
  
   Here are the facts as reported:
 
“ 37% of UK consumers admitted shouting or swearing at customer service agents over the telephone.
“ Call center staff absenteeism is up 50% over last year.
“ Agent churn is 21% and growing.
“ Agents are stressed and disillusioned with their roles.

   Merchants, who conducted the study, blame the demise of telephone etiquette and recommend educating consumers about the impact of inappropriate behavior on agents.
  
   Wow! What do they think caused the customers to flip-out? Sure, it might not be the individual agent’s role but their company needs to take a long hard look at their underlying premise behind their call centers.
  
   Too often, companies look for the least expensive way to operate a call center, and more often than not this negatively impacts the customer experience.
  
   How about turning things around and think about the call center from the customers’ perspective-see the situation as an OPPORTUNTY!
  
   Here are a few starting premises:
   
  Today’s customers are more stressed than ever and therefore are often a hair-trigger away from losing control. Even though they did cause the aggravation, Avis recognized that stress negatively impacts their customers’ car rental experience. Addressing this issue paid big dividends financially and in loyalty.

  The process of getting through to someone who can actually help a customer is, in itself, a very frustrating experience. Vaisala, an industrial instrument manufacturer was getting an increasing number of complaints from customers. They had trouble getting through to a customer service representative and when they did, the person often could not deal with the issue. Many customers called their account managers and put the burden on them. This created internal friction as account managers pressed the issues for resolution. It also had another impact; account managers lost valuable selling time. The solution, put more senior and knowledgeable people on the front-line of customer service. The result, greater customer satisfaction and greater sales.

   Want to learn more about turning this situation into an opportunity. Check out my new book Addicted Customers: How to Get Them Hooked on Your Company. Chapter two deals with overcoming mindshare barriers. (www.AddictedCustomers.com )

Posted by John Todor on Thursday, July 13th, 2006 at 6:48 am.