Page 21 - Telecom Reseller MayJun 2016

May/June 2016
Telecom Reseller 21
How to Retain Your Customers by
open, exible, and authentic in delivering your
customer’s desired result.
E ectively recognize and reward employees
Leading from the Front Lines
for exceptional performance. Treat
associates the way they would want to be
treated, which means personalizing rewards
and acknowledgement. O er a variety of
reward options such as lifestyle products,
music downloads, gi certi cates, travel and
PSICHOGIOS
and learning and development opportunities, them with skills and knowledge will give them event options. Just as important, is focusing
including programs that allow employees to the ability to make smart decisions when it on non-monetary rewards with authentic
shadow positions above them or budgeting for comes to serving the customer.
acknowledgement, such as recognizing them
by Pete Psichogios,
some to attend industry conferences or events.
Remove obstacles that block their success. in front of their peers at a team meeting, or
President of CSI International Enable employees for the purpose of Too many companies have policies that are simply looking them in the eye, and saying,
Performance Group (www.csi- empowering them. To support and retain no longer relevant to today’s workforce or “thank you.”
international-inc.com)
current customers and attract new ones -- you customer. For example, do your customer When telecom companies invest in
must train, enable and empower your front- service agents have to follow a strict service developing and motivating front-line
Dline workers to make on-the-spot decisions, script when dealing with customers or can employees, current customers will stay, new
id you know that an unhappy customer which will swi ly move customers from they speak to them authentically and with customers will come, and employees will help
typically tells 8 others about the negative feelings of grievance to grateful. Enabling
humor? Enable your front-line workers to be
lead the way to further your growth! ■
experience and they tell 8 more people?
In fact, it only takes one unhappy customer to
negatively in uence over 82 others. And, in the
competitive landscape of telecom, this outcome
can devastate a brand and bottom line that can
only be reversed if your front line moves quickly.
Here’s why.
95% of customers who complain will
continue to do business with you if the
complaint is handled quickly and to their
approval. And, the statistic that it costs ve
times as much to attract a new customer as it
does to retain an existing customer still rings
true – the only answer for telecom providers
and carriers is to make sure customers who
complain feel supported with their service.
When that happens, sales and revenues will
soar because happy and loyal customers buy
more, stay longer and positively refer others.
Whether you are in telecom technology,
a national or regional carrier or product
manufacturer serving individuals or companies
– the path to retention is making sure your
front-line workers are trained and enabled
to create exceptional experiences for your
customers. And, the reason why is clear. For
your employees to be motivated to support
customers, they must feel supported by you
rst. Exceptional experiences start from the
inside out and your telecom front-line workers
need to be rst up when it comes to being
appreciated, valued and recognized. Here are 4
ways to make that happen.
Train employees in advanced skills and
responsibilities. In order to best serve your
customers, front-line workers need to be
enabled with skills and competencies. is can
take many forms including formal training

Cutting Edge

Company

Displays “First-

of-its-Kind”

Communication

Internationally Recognized “Rapport 24/7”
is taking their cutting edge technology
to new heights as they unveil the latest
version of their state of the art mobile
video application, which happens to be
the irst of its kind. The world of video
continues to change the landscape of the
digital future and Rapport 24/7 continues
to be the leader of this charge.
Rapport 24/7 was developed with
businesses in mind, while taking into
account the huge developmental strides
continuesonpage 23 ››