Imagine this. It’s the end of a busy week, and you’ve finally carved out an hour to do a quality check on the emails your agents send to customers. You click on the “Sent” pile, and randomly grab an email response written by “Maureen” and pull up your QA scorecard to see how well she did. Here is how the conversation goes: Customer‘s Email:
My disability placard for parking expired in January. How do I go about renewing it? The number of my placard is 12345573.Maureen replies:
Dear Client:, About your e-mail, getting a current first-time updated disabled placard, one would need to complete a form VR-123 (can be download from the web, under forms) and taken to any full service Motor Vehicle Agency office, Monday – Friday ,8:30 – 4:30 p.m. (If U cannot get to the doctor’s, then the form will allow one 6 months to have the doctors complete it (still will receive a placard) If U cannot come in, U may give someone nortize power of attorney. Maureen VMA, Customer Service AgentAt this point, you’ve got your head in your hands. You’re wondering what the poor client did after receiving this badly written email.
- Did the customer ever renew their disability placard?
- How did Maureen get the job in the first place?
- Is it time to fire Maureen?