Let's Talk 'Deflection'
IDC, Wednesday, October 16th, 2024
The time has come for the contact center and customer handling environment to jettison the term, 'deflection.' There is an inherent prejudice in the word when used in the context of customer service, that is, it is an operational view.
The word itself comes with some psychological baggage. I hate to resort to the dictionary, but I must in this case, as it is illuminating. Deflect carries the meaning to 'redirect from oneself blame or guilt.' Ouch. Were the adopters of this word subconsciously interpreting a customer's issue with a product as pointing blame at the organization for a deficient product? Hmm.