{"id":49631,"date":"2015-07-09T08:58:40","date_gmt":"2015-07-09T07:58:40","guid":{"rendered":"http:\/\/www.corporate-eye.com\/main\/?p=49631"},"modified":"2015-07-09T10:10:31","modified_gmt":"2015-07-09T09:10:31","slug":"customer-service-scripts","status":"publish","type":"post","link":"https:\/\/www.corporate-eye.com\/main\/customer-service-scripts\/","title":{"rendered":"Customer Service, Scripts and the Other Lucys"},"content":{"rendered":"<p><img decoding=\"async\" data-src=\"https:\/\/www.corporate-eye.com\/main\/wp-content\/uploads\/2015\/07\/problem.jpg\" alt=\"problem\" width=\"580\" height=\"435\" class=\"aligncenter size-full wp-image-49635 lazyload\" data-srcset=\"https:\/\/www.corporate-eye.com\/main\/wp-content\/uploads\/2015\/07\/problem.jpg 580w, https:\/\/www.corporate-eye.com\/main\/wp-content\/uploads\/2015\/07\/problem-150x112.jpg 150w, https:\/\/www.corporate-eye.com\/main\/wp-content\/uploads\/2015\/07\/problem-300x225.jpg 300w, https:\/\/www.corporate-eye.com\/main\/wp-content\/uploads\/2015\/07\/problem-100x75.jpg 100w\" data-sizes=\"(max-width: 580px) 100vw, 580px\" src=\"data:image\/svg+xml;base64,PHN2ZyB3aWR0aD0iMSIgaGVpZ2h0PSIxIiB4bWxucz0iaHR0cDovL3d3dy53My5vcmcvMjAwMC9zdmciPjwvc3ZnPg==\" style=\"--smush-placeholder-width: 580px; --smush-placeholder-aspect-ratio: 580\/435;\" \/><\/p>\n<p>How many other people have the same name as you?<\/p>\n<p>There are a lot of Lucy Nixons.  As well as several in the UK, I know there\u2019s an estate agent in America, as well as a Lucy who does equine Reiki treatment. In Australia there&#8217;s an illustrator and a cyclist&#8230; and there must be more.<\/p>\n<p>Plenty of scope for confusion, especially since we obviously have similar email addresses. In recent weeks I have: <\/p>\n<ul>\n<li>fended off multiple invitations to join TV shoots as a makeup artist (I get the shooting schedules, including which star is in which taxi and where they are going)<\/li>\n<li>received the cyclist\u2019s race results <\/li>\n<li>apparently passed an interview and been signed up as a representative of a home sales beauty company<\/li>\n<li>and I regularly get confirmation from a well-known pizza company of the food ordered by a Lucy who lives 230 miles away from me.  She always has the same: she likes to create her own pizza (with lots of meat), and have it with doughnuts and cherry coke.  I don\u2019t eat meat, and prefer diet coke&#8230;<\/li>\n<\/ul>\n<p>It must happen to some of you too, surely?<\/p>\n<p>Mistakes happen to us all, and I don\u2019t mind emailing the cyclist\u2019s coach to explain that I\u2019m several decades older than her athlete and on the wrong continent. I do understand that mistakes happen.  And I do my best to sort it out &#8211; I don&#8217;t like to think that people are missing out on work, for instance, because the emails have gone to the wrong place.<\/p>\n<p>But it seems that customer services from some big companies just can\u2019t cope when someone who isn\u2019t a customer phones up to try and rectify a mistake. <\/p>\n<p>I\u2019ve now phoned the beauty company multiple times, but their customer services teams don\u2019t know what to do. Responses vary:<\/p>\n<ul>\n<li>I\u2019ll report it to the fraud team<\/li>\n<li>I\u2019ll deal with it immediately (weeks ago \u2013 no action taken)<\/li>\n<li>I\u2019ll put you through to my supervisor (followed by hanging up on me)<\/li>\n<li>And the most honest of all: they tell me they can\u2019t take any action because I\u2019m not the account holder. <\/li>\n<\/ul>\n<p>Although I know the account number and order numbers of one of the other Lucys, since I\u2019ve received everything including her contract agreement, I\u2019m going to fail security because my address, phone number and date of birth are never going to match hers, no matter how many times they ask. <strong>Because I\u2019m not her, and that\u2019s why I\u2019m calling.<\/strong> <\/p>\n<p>All I want them to do is to contact the Other Lucy and ask for her correct email address. They obviously have her home address and phone number, so it shouldn&#8217;t be hard&#8230; <\/p>\n<p>So here\u2019s the thing: can your processes handle a mistake of this type? Can your customer service team step away from the script and pro-actively resolve a problem? Because if not, you may find that they\u2019re frustrating people who aren\u2019t even their customers, and who are only trying to help.<\/p>\n<p>And&mdash;the other Lucys? If you\u2019re out there, please tell them what your real email address is.<\/p>\n<p>*** update ***<\/p>\n<p>Today I received an email from the beauty company to let The Other Lucy know that she owed them some money. So today&#8217;s call with their customer service went a lot better&#8230; I explained (yet again) that I wasn&#8217;t their representative and wasn&#8217;t going to pay this bill. I believe that they are now trying to contact her to ask her to change her email address.<\/p>\n","protected":false},"excerpt":{"rendered":"<p>How many other people have the same name as you? There are a lot of Lucy Nixons. As well as several in the UK, I know there\u2019s an estate agent in America, as well as a Lucy who does equine Reiki treatment. In Australia there&#8217;s an illustrator and a cyclist&#8230; and there must be more. [&hellip;]<\/p>\n","protected":false},"author":1,"featured_media":49635,"comment_status":"open","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"_lmt_disableupdate":"","_lmt_disable":"","_genesis_hide_title":false,"_genesis_hide_breadcrumbs":false,"_genesis_hide_singular_image":false,"_genesis_hide_footer_widgets":false,"_genesis_custom_body_class":"","_genesis_custom_post_class":"","_genesis_layout":"","footnotes":""},"categories":[9,28],"tags":[],"class_list":{"0":"post-49631","1":"post","2":"type-post","3":"status-publish","4":"format-standard","5":"has-post-thumbnail","7":"category-best-practices","8":"category-customer","9":"entry"},"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v27.0 - https:\/\/yoast.com\/product\/yoast-seo-wordpress\/ -->\n<title>Customer Service Scripts - Corporate Eye<\/title>\n<meta name=\"description\" content=\"Customer service agents need to be able to move away from the script to solve certain problems.\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/www.corporate-eye.com\/main\/customer-service-scripts\/\" \/>\n<meta property=\"og:locale\" content=\"en_US\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Customer Service Scripts - 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