Comments on: 4 reasons why Flow’s customer service needed revamping https://ict-pulse.com/2016/03/4-reasons-flows-customer-service-needed-revamping/?utm_source=rss&utm_medium=rss&utm_campaign=4-reasons-flows-customer-service-needed-revamping&utm_source=rss&utm_medium=rss&utm_campaign=4-reasons-flows-customer-service-needed-revamping Discussing ICT, telecommunications and technology Issues from a Caribbean perspective Sat, 08 Apr 2017 00:37:36 +0000 hourly 1 By: Michele Marius https://ict-pulse.com/2016/03/4-reasons-flows-customer-service-needed-revamping/#comment-171971 Sat, 19 Mar 2016 00:52:41 +0000 http://www.ict-pulse.com/?p=81349#comment-171971 In reply to Chris Charles.

Chris, you are absolutely right regarding the dialects, and probably more so the accents. The need to access customer care can be quite stressful in and of itself without struggling to understand and be understood…

]]> By: Chris Charles https://ict-pulse.com/2016/03/4-reasons-flows-customer-service-needed-revamping/#comment-171970 Fri, 18 Mar 2016 13:12:12 +0000 http://www.ict-pulse.com/?p=81349#comment-171970 Hi Michelle, one of the issues that also need to be addressed is the dialect of the different call centers, it is sometimes difficult to understand the persons from the call center even from the English speaking Caribbean. However careful staff selection and training should assist in this.

]]> By: Michele Marius https://ict-pulse.com/2016/03/4-reasons-flows-customer-service-needed-revamping/#comment-171969 Thu, 17 Mar 2016 11:20:34 +0000 http://www.ict-pulse.com/?p=81349#comment-171969 In reply to supremeservices.

Supremeservices, thanks for sharing.

The current model may indeed be configured around call management (and cost containment) rather than customer satisfaction. However, hopefully as the CEO of the Jamaica operations intimated – that the company has been listening to its customers and it putting its money where its mouth is – the changes being made will improve the standard of care considerably.

]]> By: supremeservices https://ict-pulse.com/2016/03/4-reasons-flows-customer-service-needed-revamping/#comment-171967 Wed, 16 Mar 2016 17:14:13 +0000 http://www.ict-pulse.com/?p=81349#comment-171967 Michele, I would say that the need for revamping is even more acute now. The entire service/customer care model is devoid of emotional intelligence. It is centered around call management rather than customer satisfaction. Here is a link to a recent article supporting your view. https://www.slantnews.com/story/2016-03-13-how-you-can-win-or-lose-a-customer-in-10-seconds. God bless.

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