Abstract
We had been called into a company to evaluate their customer experience. We call this process ‘the Mirror’. In this case it included calling into their call centre and posing as customers. We were listening back to the calls to conduct our evaluation. While you could not fault the agents in terms of the salutation used, you definitely could sense tension in their voices, and they appeared to be talking at an unnatural speed. As the call proceeded and the agent felt he or she had answered the customer’s question, it was common to hear the agent say ‘OK then?’ or ‘Is that all?’ The message that came across was, ‘Can I go now? I really have other things to do.’ This was despite the fact that on a number of occasions the customer clearly had another question.
Success has always been easy to measure. It is the distance between one’s origins and one’s final achievement.
Michael Korda
Access this chapter
Tax calculation will be finalised at checkout
Purchases are for personal use only
Preview
Unable to display preview. Download preview PDF.
Copyright information
© 2002 Colin Shaw and John Ivens
About this chapter
Cite this chapter
Shaw, C., Ivens, J. (2002). Targeting: driving behaviours that impact your customer experience. In: Building Great Customer Experiences. Palgrave Macmillan, London. https://doi.org/10.1057/9780230554719_11
Download citation
DOI: https://doi.org/10.1057/9780230554719_11
Publisher Name: Palgrave Macmillan, London
Print ISBN: 978-1-4039-3949-4
Online ISBN: 978-0-230-55471-9
eBook Packages: Palgrave Business & Management CollectionBusiness and Management (R0)