Recap: Flirty Amazon customer service reps are trending, recalling racy customer service chats from the trenches, and a timeless principle from Maya Angelou.

Transcript:

It’s time for another edition of #ThreeThingsThursday! I’m Tom Vander Well with Intelligentics, where Intelligence Meets Tactics.

It’s August 27, 2020. As always, we bring you one item trending, one item from the trenches of Intelligentics, and one timeless principle.

#Trending

LinkedIn, always on the forefront of what is trending in business, picked up on a report that Amazon customer service representatives have been flirting with customers online. Several customers have stepped forward to claim that Amazon CSRs have gotten a little too friendly in online chats. Things went viral when one customer posted screen shots on Twitter. Which brings up all sorts of memories for me from here in the trenches of Intelligentics’ projects.

#Trenches

In over 25 years of monitoring and assessing phone calls, and emails, and chats between our clients and their customers, I’m happy to say that the number of whistle-blower scenarios has been blessedly low, though we have had a number of calls and emails and chats that become legendary among our team.

Like the CSR who was setting up a drug business? Yeah, I got to talk to the authorities on that one. The conversation about the sex party? Yeah, no authorities involved on that one, but NOT what the client wanted discussed over the phone for sure.

And then there was the collections call in which the customer invited our client to go ahead, repo the collateral from the hands of the Cartel. Yep. I’ve heard some doozies in my day. Which begs the question: “If you’re not monitoring calls for quality purposes” then what’s happening on your company’s phone calls and emails and chats that you don’t know about?”

#TimelessPrinciple

Which brings me to this week’s timeless principle. Maya Angelou said that, “I did then what I knew how to do. Now that I know better, I do better.”

Yes! You don’t do better until you know better.

For over 30 years we’ve been providing clients with the knowledge and business intelligence they need to improve the Customer Experience, Customer Satisfaction, Loyalty, and Retention.

What’s going on in those interactions between your team and your customers? Do you know? Or is it possible you’ll find out from a customer on Twitter? Don’t do that. Give me a call here at Intelligentics and we’ll help you with the knowledge you need to do better.

For Intelligentics, where Intelligence meets Tactics. I’m Tom Vander Well. Have a great day!