Why Contact Center Trainers can make money.

January 7, 2010
filed under germany, rant
Tagged , , , ,

Simple, because you need them:

I want to order tires in Germany (significantly cheaper than in France..) but the user interface of the website requires me to put in the german reference codes for the car. Being Europe the codes are likely “sort of” the same, but I don’t know how to translate from the french coding to the german one.

So – I tried to call.

“Tire shop, hello, what can I do for you”

“I’d like to order wheels and tires”

“ok, do you know what you want?”

“Yes, exactly, the only issue is that I can’t type in my registration data in your web site because I don’t have german car papers”

“Oh, I can’t help you then, I use the same interface”

(..silence..)

(..silence..)

Now, the call center trainer will have his moment of truth and ask the Agent the question: How could you satisfy the client’s need?

I agree that it’s probably boring to do that for a living, but I’m certainly convinced that there’s a value in teaching Agents to “think about what the client wants and how you could SELL him something he wants” (though I know people who would say that giving somebody something he wants in exchange for money is not selling, but that’s another discussion).

I broke the silence then (I need those tires) and asked: “Ok, but how could I order then with you?” on which I received an email address to send my data and request to.

But hey, call-center-trainers out there, I can give you the name of the company if you want to make a proposal :)

And for the germans: That’s where people from the rest of the world will assume that you are unwilling to provide good customer service.  Guess what. You are :-(

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