Seth Godin wrote this week about the customer service call centers set up with conflicting goals. Regarding his experience with PayPal:
Most call centers reward employees for non-escalated calls and for shorter calls. I experience this primarily when I call Sprint or the cable company (especially tech support). The script doesn’t include actual help, it is designed to herd you off the phone or to a different department to boost their individual stats.
What does this have to do with real estate? We’re in a customer service industry designed to retain clients, but I would say that most Realtors and lenders fail. [Disclaimer: I’m not a licensed Realtor and although I work in the industry, I maintain a client-like perspective.]
Just try calling a listing agent from your cell. Naturally, there is rarely an answer. Occassionally, you’ll get a call back, but if you’re a Realtor or an industry professional (and not an unrepresented buyer), the tone frequently changes and you’re shuffled off the phone. Try emailing a listing agent and perhaps within 36-48 months you’ll receive a reply, but chances are they’ll never open your message. The difficulty is that many readers are here to better their profession and this problem does not apply to them but we must all self-evaluate. As for our company, agents have been let go for lack of communication (yes, you heard that correctly- agents are let go) and lenders (most notably processors) have been let go for lack of communication as well.
Don’t be part of the “not my problem” problem- answer your phone even if you don’t recognize the number. Don’t ever make a caller feel as if they are unimportant, whether they are a buyer, seller or fellow agent. Return messages promptly, and if you say you’re going to call by 11am, call by 11am or be prepared at 12pm to call with an apology.
Let’s change this industry from one equivalent to Seth’s terrible experience with PayPal into the customer service beacon it should be.
Rebecca Levinson says:
Just yesterday I had this situation with Sprint. I had charges on my cell phone bill that I knew could not have been accurate. Every time I call my cell phone carrier, it takes me at least 30 minutes hold time, and then many transfers to attempt some type of conversation and resolution.
I was lucky yesterday to reach a gentleman who reviewed my bill in detail and was able to determine that I was not only charged for an additional month of service, but I also had a data usage charge that I should not have had. I took advantage of the receptiveness of the customer service rep. to my questions, but asking many I had been storing up for the past few months: What kind of usage am I at now? Am I in the best plan for me? When is my contract up? Why do I get a roaming signal when I cross the border of a town that is five miles from my hometown?
The customer service rep. spent 1 1/2 hours resolving my issues. At the end of the call I thanked him and also told him that I hoped the time he spent with me wouldn’t bring his “productivity reporting numbers down”. I know that with call centers that don’t want their reps to be on the phone with customers for too long- some even have certain quotas.
I would agree with with Lani says and add that you should never make your customer feel like another cell phone number. When they have true concerns, address them as soon as possible.
December 4, 2007 — 2:20 pm
Jeff Brown says:
Verizon is implanting a phone surgically for me next week.
Due to ‘bonus points’ for minutes used, it’ll be free. 🙂
Stuff happens, and there are times, (The 80/20 rule?) when I’m either late returning a call, or flat out forget.
Those who know me, know I’m pretty much available whenever.
Purposefully refusing to return a phone call, with very rare exceptions, is the sign of an ignoramus. The problem? There appears to be a bunch of ’em.
December 4, 2007 — 3:44 pm