New stories about customer experiences are popping up every day, sometimes accompanied by visual evidence. The Boston Globe is one of several sources that recently ran a story online about an incident where an outraged customer at an Apple store began yelling at staff. The video is short, but has made the rounds, and though the employees come off pretty well in this instance, it brings up a familiar point: anyone could be watching, no matter where you are.
Your live answering service may not be in the same room as the customers making a call, but that doesn't mean the experience won't be shared. Consider, for example, another video circulating among the media depicting a FedEx worker tossing packages haphazardly into the back of a truck. It's less than two minutes long, and yet it paints a negative picture of the company and has resulted in the worker in question getting fired.
This video, apparently captured by a random civilian who was nearby at the time, seems to be part of an all too common trend these days. A little bit of proof that something dubious or lazy is happening under your company name can be all it takes to stir up some negative headlines.
So, how do you avoid this in the customer service sphere? Contract an internet, text and plain old telephone service provider with the right demeanor to avoid accidents like these. Support lines often remind callers that "this call may be recorded," and it might best suit your services to act as if they're in the spotlight as much as the person starting the exchange.