Winning Customers With World Class Service
Problem
A major wireless telecommunications provider needed to improve customer care to establish a sustainable competitive advantage.
Solution
Vision and strategy. The Elkind Group worked with senior leaders to develop new call standards and define a new evaluation process, new performance metrics, and a new call calibration process.
Customized training and coaching. We designed and developed a customized program to train Customer Care Representatives and their supervisors on the customer experience, and implemented the training system-wide in an organization with more than 10,000 front-line representatives. We also designed, developed, and implemented training to enable supervisors and quality specialists to coach and evaluate representatives on the new customer experience and the new service standards.
Results
The results were dramatic. In less than one year, the client’s Customer Care organization went from fifth place in wireless service to first place according to research conducted by J.D. Power and Associates – a leadership position the organization has consistently sustained since then.