It’s the irritating phrase that greets customers at nearly every company they call these days: “We are experiencing higher than normal call volumes.” But when the phrase becomes a standard fixture on companies’ customer service lines — as common as “Thank you for calling” — then isn’t it time for these firms to reevaluate what constitutes a “normal” call volume?
In this interview with Toronto 570 News Radio, Watermark founder Jon Picoult talks about the frustrating state of telephone customer service and what businesses should be doing differently to improve it:
Jon Picoult is the founder of customer experience advisory firm Watermark Consulting. As a consultant and a speaker, he’s worked with the CEOs and executive teams of some of the world’s top brands. Follow Jon on Twitter or Subscribe to his monthly eNewsletter.