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Stilte voor de storm? (Dutch) - Erwin van de Beek - Blog

Stilte voor de storm? (Dutch)

Binnenkort is het zover; we kunnen allemaal een exemplaar van de HELP van de Youp-Piet in onze schoen verwachten. Vol met allerlei ludieke klachten en heel veel gedoe omtrent customer contact. Ja, Youp heeft gelijk. Ja, we zijn er nog lang niet. ja, overal is wel iets mis. Maar let op; ik zeg terecht; óveral is iets mis. En jammergenoeg heb ik Youp nog niet op een dergelijke transparantie kunnen betrappen. Het is waar; de afgelopen jaren letten we blijkbaar weer meer op AHT dan op FCR, dus de service naar de klant zou daarmee dalende zijn. (alhoewel dat crisisgerelateerd zou kunnen zijn). Maar om dan maar te zeggen dat alle klantcontactomgevingen drama zijn gaat mij te ver Youp. (hij stelt op twitter nog net geen beloning beschikbaar voor de rituele onthoofding van alle CC managers) Youp heeft een punt, alleen formuleert ie dat zo Youps; ik houd niet zo van de humor van cabaretier Theo M., dat betekent nog niet dat Youp ook slecht werk levert; hij heeft alleen geen humor, maar slecht werk, nee... Tijd dus om de negatieve tendens in ieder geval tegen te gaan en zo mogelijk te doorbreken. Door trots te vertellen dat we customer contact professional zijn, dat we bij Ziggo, T-mobile, Eneco, UPC, etc werken. Sterker nog gewoon tijd om te durven vertellen dat we naar een voorstelling van Youp gaan! (en in de tussentijd hard doorwerken aan verbetering van kwaliteit en het terugwinnen van de klant, want dankzij Youp is de gap groter dan ooit, en da's nou ook weer niet nodig...)

Publish Date: November 18, 2010 11:13 AM

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