And so I trust that God knows what He’s doing. I am not who I am on the outside – deep inside. I have big ambitious plans to be what I don’t act like, look like, or sound like. If you want to make all your Gerald’s happy, just give us a shout.Just last week, I found myself stomping in my case), the “I want to do this, but only like this” way of thinking, the yuck and muck of who we are and the realization of how Big His Grace Is…you speak of it so well, and you have blessed me today in your telling of it. How confident are we that we can do this for you? And when Gerald is happy he’ll tell you why, and as a result you can tell your colleagues what makes your customers happy and change your company behaviour so that you provide better and better customer service. We do this to transform a cross Gerald into a happy Gerald. And what’s more, when the delivery/appointment/service is done we can use the customer’s favoured communication channel to ask ‘was everything ok?’ and if the answer is ‘no’ we address the issue faster than an angry giant climbing down a bean stalk. That way we can achieve up to a 97% contact rate. We use personalised messages, paying extreme care and attention to the words we use, the frequency by which we send and even the time and the day at which they are sent. The means of communication is therefore tailored to the convenience of the customer, as it’s not the company’s right to decide. We remind them of their delivery/appointment/service through their choice of communication channel: SMS, phone call, e-mail, app, web and/or social media. We treat each and every one of your customers as if they were the most important person in the world. And when all is well you can ask them to tell you how good you were – and ask them to give a little bit more of a story about your people and how they delivered your service. Additionally, when that service is complete, you need to ask them if it met their expectations and if it did not, sort out the problem and do it fast. Your customer needs to be informed, they need to know when their stuff is going to happen, be that an appointment, a delivery of a bag of sand, their medicine or their new TV. You want to be brilliant and to be seen to be brilliant. Just because they have got their wallets out and made that purchase does not mean that they are less important than the next customer to buy. With kindness, respect and above all with reliable information that binds your promises to their expectations. Your customers are your most precious assets, without them you don’t have a business it doesn’t matter if you are a bank, a broadband provider, a retailer, a doctor or a seller of giant’s boots, you need to treat customers in exactly the same way you’d treat your friends or your family. This is the (not so) fairy tale that ContactEngine was created to stop. Sound familiar? Bet it does, only last week this was exactly the experience I had with a well know European Telecommunications company, whose name I forget…… We can only live in hope that the good elves of Never Never Land make sure they popped out for lunch as they heard the crash, crash, crash of a stomping Giant’s furious approach…… Unable to stand the jazz funk version of Green Sleeves any longer, Gerald (whose veins where now pulsating exactly to the rhythm of his increasingly fast heart rate, making the word on his head resemble a small neon sign hanging above a particularly rude shop on a dark night) asked for a call back.Īnd that’s where this tale must end, for what followed is not for the faint-hearted.
The elves of Never Never Land are very keen to help, just so long as you can understand their very strong elvish accents and don’t deviate from a set of questions that they have written down in blood red ink, on a vellum scroll by the call centre senior Troll. Thoughtful folk that they were, they suggested that Gerald asked for a ‘call back’, whereupon our increasingly red faced giant would get a call from Never Never Land. The company had spent many meetings deciding that it would be kind to their customers by leaving a message on their telephone number to explain that whilst all customers were very important to them, they were in fact very busy indeed and would not be able to answer the phone for at least 2 hours. And so it came to pass that by 10am Gerald decided he would try and find his boots by personally telephoning Fe Fi.