Download - Customer Service by Jamie Haenggi
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Driving Customer Experience through A Clear & Consistent Message to Employees
Jamie Haenggi Chief Marketing & Customer Experience Office, Protection 1
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The Largest Full-Service Provider of Electronic Security
Over 70 branch locations across the US; 5 Call Center Operations
Homes Commercial & Integrated Systems
National Accounts
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“What differentiates Protection 1 in the marketplace is our customer experience” - Tim Whall on CNBC’s Mad Money with Jim Cramer
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Our Mission: To Grow
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The Perfect Day in Protection 1 Call Centers
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CLEAR & CONSISTENT
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It Starts From The Beginning
• Arrival of your interview experience
• Training experience designed for perspective – Welcome Committee – High level overview – Branch insight – Individual impact
• Who & how you recruit can
make a difference
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Longest Call Waiting
2013
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“They just care about the stats…”
Employee survey revealed employee disconnect between their metrics and the customer experience
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Be Clear And Measure What Matters
• Dependability • Average Handle Time (AHT) • Quality • Attitude and Appearance
“HOW DO YOU KNOW?”
“DID YOU HAVE A GOOD DAY?”
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There is a Connection Between Metrics & Customer Experience – But You Have to Show It
• Dependability
• Average Handle Time (AHT)
• Quality
• Attitude and Appearance
• Explain how center works
• Get to the heart of the issue
• Create culture for employee engagement & peer accountability
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There is a Connection Between Metrics & Customer Experience – But You Have to Show It
• Dependability
• Average Handle Time (AHT)
• Quality
• Attitude and Appearance
• Helps keep you “on track”
• It’s an average
• Tenured and new reps can consistently meet goal
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There is a Connection Between Metrics & Customer Experience – But You Have to Show It
• Dependability
• Average Handle Time (AHT)
• Quality
• Attitude and Appearance
• Tied individual encounter to customer loyalty
• Develop QA process that focuses on “Experience”
• Align scoring with P1 culture
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There is a Connection Between Metrics & Customer Experience – But You Have to Show It
• Dependability
• Average Handle Time (AHT)
• Quality
• Attitude and Appearance
• It’s a choice
• It does matters
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…more importantly it gets results!
2013
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Ensuring A Clear & Consistent Message About The Customer Experience
Thank you! Questions & Answers