A Shocking Experience

By Peter DeHaan

March 12, 2008

When I call a contact center, I pay special attention to what happens.  I can't help it.  Over the years I have evaluated and critiqued enough calls that it has become habit, even though I no longer need to do so.  Fortunately, this tendency provides anecdotal fodder for articles and the occasional righteous rant.

One recent call was, indeed, shocking, not for any deficiency or appalling behavior, but because it was so good.  Sadly, I have become so conditioned to sub-par and ineffective phone support, that I am surprised when professionalism and efficacy actually occur - how disheartening.  This whole realization was quite shocking to me.  I have spent most of my adult life passionately working in and diligently promoting an industry from which I have begrudgingly acquiesced to accept mediocrity.

Here's my saga.  A few weeks ago, I received a subscription invoice for a magazine I had never heard of nor received.  This is not unexpected; it seems to happen weekly.  I politely wrote "please cancel" on the invoice and returned it in their pre-paid envelope, hoping to be done with the whole affair.

A few days later, the magazine arrived.  I looked at it and realized that it might be worth reading; I enjoyed it and wished I hadn't cancelled it.  (In retrospect, it is likely that, on a whim or burst of spontaneity, I did request it, but I have no recollection of doing so.)

I pondered what to do.  I wasn't fair that the publisher had sent me the magazine in good faith but wasn't going to be paid for it.  I also wanted to ensure that I received future issues without interruption.  Frankly, I wondered if I had the fortitude to contact the publisher in order to attempt to resolve it. 

Notice that I said "attempt to resolve it."  Overall recent experience had so numbed my expectations that I was doubtful of a successful outcome.  How many phone calls would I need to make?  How many times would I be transferred to the wrong person or department?  Would I be cut off or hung up on?  Would I be told to call another number and then another, only to be referred back to the first?  Would I be able to understand and effectively communicate with the agent?  Would they comprehend the situation and know what to do?  Could I end up making matters worse?

These questions permeated my mind, and they were all based on frustrating and fruitless experience.  I gathered my resolve, actually blocking out time to focus on this formidable task. 

Thankfully, things got off to a good start when I quickly located a clearly labeled "subscription number" number in the magazine.  It was a toll-free call, which was another bonus.  Even so, I took a deep breath before I dialed the number.

I began counting rings (an old habit).  One ring, two… and it was answered!  The agent was both pleasant and professional; she seemed happy to talk to me.  She was easily understandable, speaking the same dialect of English as me.  I explained my dilemma and she immediately grasped it.  No transfer, no pondering, no delays.  "I can take care of it," she said confidently."  And she did.

Pleasant and effective first-call resolution isn't hard to do, but in my experience it is shockingly rare.