GetHuman Standards

There was an interesting post at CustomersAreAlways about GetHuman starting a new service called the “gethuman earcon standard” and how the first company that is trying to meet this standard is Microsoft, but that isn’t really what this post is about. This post is about GetHuman’s standards.

I looked at their standards and I think they are pretty good. Are they perfect? Not quite, but they are good. If every company could provide a level of service (at least in the form on tolerable PBX systems) equal to or better than the ones that GetHuman outlines, customer service would be much less frustrating.

My point by point suggestions:

Basic Standards:

  1. Almost every callcenter has an agent available. Busy callcenters rarely enough agents available to take every incoming call, though. The way this standard is makes it too much “luck of the draw” (or call) and not enough “consistent customer service excellence.” Companies could use operators to make this process more efficient and convenient for everyone.
  2. Perfect.
  3. Wait time is usually hard to tell, but if companies can up with an accurate way to tell callers of the estimated wait time, they should.
  4. A lot of companies do this and I think it is a good thing to do. See Part 1, Part 2, and Part 3 on call backs.
  5. When you have to wait for the entire prompt to finish talking, it is very annoying. This is definitely a good point.
  6. Good.
  7. This is good. The effectiveness of short surveys is heavily debated, but it certainly doesn’t hurt to have an optional survey at the end of each call. Callers should also be made aware of the survey by the representative before starting to try and solve problems, verify information, etc.
  8. That really is extra credit. I have never heard of a company doing that before, but it would be interesting.

While holding.

  1. As long as it isn’t annoying. Maybe every 3 to 5 minutes.
  2. Good.
  3. Letting the caller disable music is a good one. Letting them pick music is great. See this post about on hold music.
  4. I don’t think there should be ads at all. See this post about not giving customers sales pitches.

Must not:

  1. Good.
  2. Good.
  3. No one believes it anyway. Good.

Must remember:

  1. This is good. Sometimes it is good to have the representative repeat certain information to confirm it. However, representatives should always ask before doing that. “May I read your address back to confirm I have the correct address?”
  2. Good.

Language choice:

  1. That is a good assumption.
  2. Good.
  3. Sophisticated, but good.

Hopefully with my tips and GetHuman’s standards, you will be able to ensure your company is up to (actually, way above) standard. These guidelines could also serve as a foundation to training programs and how to design things besides your PBX system (such as your support site) better.

GetHuman even lets users provide their feedback at their forum. This was a presentation given by Paul English (who started GetHuman). It is interesting and I would suggest taking a look at it.

GetHuman may also want to conside partnerneing with a big company like Cisco to find phone (and even help develop) phone and other PBX systems that are capabble of doing things to make customer service better for everyone.

One Response to “GetHuman Standards”

  1. Service Untitled » GetHuaman Report Card - customer service and customer service experience blog said:

    Dec 05, 06 at 4:54 pm

    […] The report card basically grades the organizations, based on GetHuman’s standards (Service Untitled commented on an earlier version, also in August). The list of companies, along with their “grades” can be found here. […]