Yesterday, I wanted to add a game or two to my Nintendo Wii. The Wii has an Internet connection that allows you to go online through the game console itself and I had used it before to purchase games.
But this time I ran into an error message saying the Wii couldn’t connect to the Internet. I called Nintendo support, worked my way through the VIR menu, then spent 20 minutes or so working with one of the CSR’s to resolve the problem. The CSR was very personable and we chatted about the weather while the console was loading or initating various tasks. However, nothing seemed to work. She said she’d put me on hold while she contacted someone else.
Then we were disconnected. I don’t know whether their phone system dropped the call or whether the fault lay with my cellular provider. I had to call back, but I couldn’t remember the CSR’s name. My first attempt ended when the phone just rang and rang. I called back and wound up talking with Robert. Based on my earlier experience he and I decided the fault lay with my router.
Here’s the tip: Although both CSR’s were extremely professional and personable, the positive experience was offset by the frustration encountered by having to call back (twice) work my way through the VIR menu, then brief the second CSR on my problem.
This could all have been avoided if the first CSR had asked me for a number to call back in case we were disconnected. Some call centers do this, my insurance provider for one.
Bottom line: Call centers should ask for a callback number especially when someone is on a cell phone and the call could be dropped. In the rare event this occurs, you have a chance to cement customer loyalty by immediately calling back and reestablishing contact. This eliminates the need for the customer having to call back and work through the VIR menu. More importantly, it decreases the customer’s frustration level and makes it easier for the CSR to assist the customer.