Successfully reported this slideshow.
We use your LinkedIn profile and activity data to personalize ads and to show you more relevant ads. You can change your ad preferences anytime.

Smart Planning to Enable Committed Customer Champions!

108 views

Published on

Margie Middleton & Associates presentation, CCMG conference 2017
Rules are needed to provide a framework and structure to activity. If these rules are poorly designed and managed they become over-controlling and suppress any individual thought and creativity. This results in the employee disengaging and becoming an obstruction to customer service rather than a facilitator that helps customers. So how do we design and implement structure in a way that doesn’t become overbearing and oppressive? How do we ensure that our need to control doesn’t undermine the potential for enthusiasm and customer engagement that we all know is central to meeting customer needs?

Published in: Business
  • Be the first to comment

  • Be the first to like this

Smart Planning to Enable Committed Customer Champions!

  1. 1. margie middleton & associates margie middleton & associates OH. THE PLACES YOU’LL GO! SMART PLANNING TO ENABLE COMMITTED CUSTOMER CHAMPIONS MARGIE MIDDLETON CCMG CONFERENCE 2017
  2. 2. margie middleton & associates margie middleton & associates CAT IN THE HAT IN CONTEXT 2017/09/05 © margie middleton & associates cc. 2
  3. 3. margie middleton & associates margie middleton & associates LESSONS FROM THE CAT IN THE HAT • A boring, dull environment is ripe for mayhem and chaos. • Explanations, instructions, reasoning and rules can’t contain the human need for stimulation and creativity. • Don’t ask, don’t tell! 2017/09/05 © margie middleton & associates cc. 3
  4. 4. margie middleton & associates margie middleton & associates HOW IS THIS RELEVANT TO OUR CONTACT CENTRES? • Contact Centres are: - • Highly regulated • Require individual discipline • Populated with young people • Doing highly repetitive work • Continuously monitored and measured • Dealing with unhappy customers 2017/09/05 © margie middleton & associates cc. 4
  5. 5. margie middleton & associates margie middleton & associates We are primed for chaos & mayhem! 9/5/2017© margie middleton & associates cc. 5
  6. 6. margie middleton & associates margie middleton & associates HOW DID WE GET HERE? • Who are we recruiting? • Entry level employees • Relatively young & inexperienced • Little life-experience • Lots of ambition • What do we need them to do? • Facilitate emotion • Problem solve • Communicate on an inter-personal level • How are we preparing them? • Information, information, information, information! • Process, process, process, process! • Promises, promises, promises, promises! • Do we believe our own press? • Rules, rules, rules, rules! • Control, control, control, control! 2017/09/05 © margie middleton & associates cc. 6
  7. 7. margie middleton & associates margie middleton & associates THOU SHALT NOT! 9/5/2017 © margie middleton & associates cc. 7
  8. 8. margie middleton & associates margie middleton & associates Though Shalt Not … Think! 2017/09/05 • Stifling environment • Bored employees • Disengaged • Unquestioning • Officious and Defensive
  9. 9. margie middleton & associates margie middleton & associates WHAT ABOUT OUR CUSTOMERS? • What do customers really want? • Answer the phone • Give me a knowledgeable server • Solve my problem • Treat me with respect! • Why are they contacting us? • Information based queries • Simple transactions • Standard actions/responses • Can be anticipated • Managed through regulation • Product/Service Failures • More complex/thoughtful • Focused listening & probing • Problem solving skills • Need imagination & creativity 2017/09/05 © margie middleton & associates cc. 9
  10. 10. margie middleton & associates margie middleton & associates HOW DO WE NEGOTIATE THE GAP? 2017/09/05 © margie middleton & associates cc. 10
  11. 11. margie middleton & associates margie middleton & associates RULES ARE NECESSARY … BUT … • They should guide – not restrict • They should enable – not prohibit • They should clarify – not control • They should enable – not disable 2017/09/05 © margie middleton & associates cc. 11 • We need to anticipate & prepare • A successful outcome is more important than process compliance • Technology is a tool - not a solution • Bums in seats come with free brains!
  12. 12. margie middleton & associates margie middleton & associates THE JOURNEY CAN BE SCARY … BUT IF YOU’RE BRAVE
  13. 13. margie middleton & associates margie middleton & associates QUESTIONS & DISCUSSION margie middleton 083-409-8833 margiemiddleton@telkomsa.net 2017/09/05 © margie middleton & associates cc. 13

×