Can we get a customer interpreter?

Posted by Jodie Monger on February 8, 2011

0 comments | 651 reads

Sometimes in their rage of fire and fury or intense ‘feel-good’ emotions, people can speak in different tongues. They will make up words, substitute vocabulary or altogether confusing the meanings. Your customers are no different. Often times when reviewing post call surveys during the survey calibration process, we can’t help but laugh. We know what these customers were trying to say, but they mixed up their terms in the heat of their emotions. How good of an interpreter are you? Can you interpret what these folks were trying to say?

“Your animated service s*cks. I want to talk to a human.”

“She was very illiterate. She knew what I was talking about and she understood what I was talking about. Thank you.”

“We just took this insurance out 3 months ago, and nobody mentioned that we had to have a fire hydrogen. We live in the country. There is none in the country and your inspector that looked at our house said there was no fire company here and you can see the fire company from my house. Probably about 500 feet and they are refusing to renew our insurance, because we don’t have a fire hydrogen and according to your inspector we didn’t have a fire company.”

“The balances are sometimes were trustworthy of all the balance forward and we don’t think we got all of our hospital numbers and this is our disability. “

Republished with author's permission from original post by Jodie Monger.

Jodie Monger

Jodie Monger, Ph.D. is the president of Customer Relationship Metrics (CRM) and a pioneer in business intelligence for the contact center industry. Dr. Jodie's work at CRM focuses on converting unstructured data into structured data for business action. Her research areas include customer experience, speech and operational analytics. Before founding CRM, she was the founding associate director of Purdue University's Center for Customer-Driven Quality. She can be reached at (336)288-8226 or jmonger@metrics.net.

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