Pinpoint problems. We hear what the customers hear, but we might find a problem with it. Like, ‘I’ll get back to you on that tomorrow,’ doesn’t sound bad to the customer. But it is bad if they should have known the answer to the question. So we pick up a lot in monitoring that we want to add to training. We want to isolate that for the whole group because it’s a question we’ve heard more than once or twice.
It’s highlighted by monitoring as to whether or not the whole group needs training on a new product or down to the individual level, where we heard something that says this person really doesn’t know how this works. We know that just from the repetition of monitoring. If it comes up all the time, you know it’s a problem that everybody needs to be trained on.
If it’s something we hear constantly, more likely a product or something that we’re not able to give them quickly via our system, we’ll say, ‘Hey, we need to enhance the system to make sure that our customers are satisfied right then and there on the phone.’
[If] we see that all of our account managers are having trouble describing this new product or how we do this particular thing, this way of processing an order, we’ll make that part of training.
It comes down to either [that or] it’s an individual issue that we hear on monitoring, and we’ll give them remedial training. Sometimes it is as simple as, ‘There are a lot of long pauses where you’re probably looking in the system or you’re thinking about something. But you’re spending time with a customer that you don’t need to. In those cases, maybe it’s better if you do call them back with an answer if you can’t get it right away.’
Share your results. For the top staff in the company to spend the time listening, it really helps. Not only does it help what we’re trying to do, which is customer satisfaction, but the people that are in finance, they very rarely know what customers are saying. It’s really an eye-opener for them. It really allows them to understand customers more.
We go over these monitorings in our meetings. Now, not everybody will listen to the whole monitoring, because that might have been 30 minutes or more. But everybody [hears], ‘This is what we need to work on.’ That’s what gets passed into training.
We don’t take all these monitorings and share it with the whole company so that Sally Jones’ bad call is shared by everybody. What we do is I find out that Sally Jones doesn’t know something about a product. That gets to account management, and they’ll talk to that employee or they’ll add training.
We are sending the monitoring down lower and lower in the company so more people can hear it. Not enough people in the company understand the value of a customer, what customers are saying, what customers want, and how hard it is to match up what customers want and what we provide.
How to reach: BullsEye Telecom Inc., (877) 438-2855 or www.bullseyetelecom.com