Are your contact center reps treating your customers in a way that best represents your brand? Are they staying within the confines of applicable laws when making upsell and cross-sell offers, especially those for third parties?
Are you sure?
Here’s why I ask:
I ordered a home product from a catalog in July. I had previously ordered from this company with no problems. After taking my order, the contact center rep launched into a rambling, barely decipherable cross-sell offer of joining some third-party shopping club in which I could get discounts on other products not related to the catalog.
I said “no” to the offer.
The rep said, “But they’ll send you a free $25 gift card for gasoline just for reading the materials.”
I said, “I’m not interested.” I wanted to get off the phone. This task of ordering one item was taking too long, and what was this guy talking about in this rushed cross-sell offer? He talked so fast I couldn’t understand him, as if he was one of those narrators at the end of car commercials on the radio.
Then he said, “Well, can I get the last four digits of your credit card number to verify that we spoke about the offer?”
I stopped. “Why do you need my credit card number for that?”
He said, “I don’t know; they need it.”
I was silent for a moment, and then figured I had just given him the number for the order, so it wasn’t as if it was a big secret to him; plus, he wasn’t asking for the full number. I said, “I won’t be charged for anything, right?”
He said in a light-hearted voice, “No, don’t worry.”
A week later I received a brochure from the shopping club that I read and shredded. I saw no mention in the materials that I’d be charged for membership if I didn’t cancel it.