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Customer Service Strategy for Telecom

Watch Customer Service Strategy for Telecom on YouTube here

Hi, I’m John Tschohl.

I think the way to grow your business, to compete more effectively, and that’s to provide an incredibly customer experience, so that your customers fall in love with your Telecom company. That means every single person, every single transaction has to be awesome. We have to educate and train our staff on the skills and the art of customer service. We have to eliminate some of the dumb rules of policies and procedures. We have to make it easy for people to call us and a live person answers the phone in 2 or 3 rings. We got to understand are we in the customer service, or are we a Telecom.If you understand the service strategy, and you develop your entire staff to become empowered employees, you have employees that when the person calls, they say, “Oh Mr. Tschohl, it is so nice to hear from you.” Here we have this technology, but the amount of time people ever use my name is very rare. You always really know who the customer is, or we ask and then I want you to use the customer’s name. 

If you understand the service strategy, and you develop your entire staff to become empowered employees, you have employees that when the person calls, they say, “Oh Mr. Tschohl, it is so nice to hear from you.” Here we have this technology, but the amount of time people ever use my name is very rare. You always really know who the customer is, or we ask and then I want you to use the customer’s name. 

If you want to compete, you want to be different than your competition, I can’t help you with better technology and more cell towers. What I can do is help you take your people to a higher level so that you have the most high performing, most customer driven people in the world. If you can do that, you can grow your business, you can make more money. You can own and dominate the market, more importantly you can crush your competition.

Thank you.

Look at Leading Empowered Teams to see how I can help you improve the customer service strategy in your telecom facility.

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