It drives us bonkers when we call a service provider for help and our call is transferred to multiple service reps, each time being asked to re-explain the problem we’re having. What’s worse, is waiting on hold, and eventually being told that we’re not talking to the right person; then our call is disconnected because the agent misdialed a phone extension to transfer us to the “correct department”.
“There’s fifteen minutes we’ll never get back”, we think to ourselves. You’ve been there too, right?
When we started thinking about customer service at Ting, we reflected our own experiences with customer service at different companies and we knew that in order for our customers to love Ting, we need to try things that promote remarkable service.
So we thought “Why would our reps need to transfer a call to somebody else?” We came up with lots of reasons why customer support agents might need to transfer a call and the reason almost always came down to training.
We figure that “If we gave our support reps the right training, and access to the right systems, they wouldn’t need to transfer calls.”
In a nutshell, that’s how our “No Transfer Policy” was born.
So we’ve ditched the idea of having multiple departments and we invested more energy in training our reps on everything from billing to support and everything in between. If they’re unable to provide a solution to the customer during the call, they’ll call them back with the answer after a chat with a specialist, or perhaps their supervisor.
We don’t think a subscriber of ours needs to be intimate with the operations of our business and how we classify support requests in order to get help from us. As far as a customer needs to know, Technical Support, Customer Care, and Billing are all one department because our support agents are trained to help with anything.
We love the idea of dealing with one person and we think our customers will appreciate our “no transfer policy”, but we’d love to hear what you think!
What do you say… are we solving a service problem that doesn’t exist?