We bought a new dishwasher from Sears and it’s been a very, very, very, very bad customer experience. Part of that terrible Sears terrible customer experience and Sears poor customer satisfaction is my experience with the Sears Call Center.
Soon, I’ll post about my experience buying an appliance from Sears, waiting 3 weeks for arrival and installation, nothing arrived, nothing was installed, and waited an additional 10 days to get my $600.00 back. Oh, throw in 3 phone calls, 15 call transfers, and a total of 83 minutes on the phone. All for nothing. I’m still washing dishes by hand – and I do not have a small family. Anyway, stay posted for my post on my experience with Sears
So, as part of the “7 Wastes” series, here are the Seven Wastes of Contact Centers (Call Centers):
Movement of product that does not add value
- [see Motion].
More material information than the customer needs
- Abandonment Rate is a measure of how many customers are not willing to wait. The number of customers waiting can be considered inventory. The goal is zero inventory – or some manageable level based on workforce.
Bodily or mental motion that does not add value
- Who enjoys being transferred from one customer service agent to another, to another, to another, to another? This unnecessary motion just adds to wait time, burden on the customer, and potentially loss of business or poor satisfaction.
Idle time when people, material, information, or equipment is not ready
- Waiting for anything – people, paper, machines, the FAX machine, copier, information.
- Waiting for a customer service agent.
Effort that does not add value from the customer’s perspective
- In my Sears poor customer experience, I was asked for my phone number, name, and address – 6 TIMES.
Producing more than the customer needs or wants
- No, I’m not interested in your other services or products. Don’t peddle merchandise to me – just please solve my problem.
- I know customer service agents have a hard job – they are often the messengers getting blamed for the problems of the company. That’s not fair. But, one type of overproduction is when the agent tells the customer how hard of a day he’s had – the customer doesn’t need to know you’ve had a hard day. Just please try to resolve the customer’s problem.
- The reason why I’m calling in the first place – service wasn’t done right the first time. In my case, it wasnt’ done right the second time, third time either.
- As a customer, being treated nice and respectfully is expected; when not, that’s a defect.
It’s Your Turn
What other examples do you have? Do you agree or disagree? What other examples of the Seven Wastes do you see and experience in your experience with Call Centers? I don’t agree with the statement that “Call Centers are the epitome of Waste” – I disagree with that statement. I believe that Call Centers can actually add tremendous value to the customer experience. What do you think?