Creating “SIRIUS Experts”
It appears that yesterday’s blog entry about Customer Care has created quite a response.
Orbitcast even posted a nice piece about the importance of online community in customer relations.
If you’ve had a great customer experience with SIRIUS (or even if it didn’t go so well), there’s a few issues I’d like to drive home:
- There are always ways to improve (when you stop creating meaningful customer experiences, the brand stops growing)
- Empower knowledgeable agents and allow them to become experts (offer extra training and opportunities for advancement)
- Allow agents to find the answers when they don’t know (don’t let the call centers become islands, where there’s no way to talk to the mothership when something goes wrong)
- Establish a team of “SIRIUS Experts” as a go-to team for the call centers
- Give the “SIRIUS Experts” team the power to post on online communities and blogs)
In essence, SIRIUS must make sure their employees are treated well, they will in turn treat the customer with respect and work harder to solve their problems.
Show the employees in the call center that they are number one, keep employee turnover low, and create a team of “SIRIUS Experts”. Think Best Buy’s “Geek Squad”.
Marketing guru Seth Godin raises an interesting question:
Do you spend time doing things to your customers or for your customers? When someone calls tech support, are you viewing it as a chance to do something for them, or to get rid of them to cut costs?
If you still don’t believe there’s room for improvement, then this quote is for you:
“Change before you have to” - Jack Welch
Comment here.