Executive Interview : Interview With Lee Pemberton From Inspired Performance Solutions
What is the best way to engage staff who work from home?
This is a big challenge, I work with 2 contact centers that use at home staff, one has no brick and mortar shop, everyone works from home. The key for me is to have engaged employees that self regulate themselves. This takes a real team atmosphere. It starts with a cohesive leadership team that is working as a complete team. The glue that binds this all together is a shared vision. Then over-communicating that vision until every person on the team knows it and lives it every day. Sounds easy, but it takes a dedicated effort and someone to guide them through the process.
What tip or piece of advice would you give to a contact center leader who is under pressure from the board to cut costs when you know it will affect customer service?
Build a cohesive leadership team and as a team, come up with solutions that cut costs without cutting service. It can be done.
Can you share a tip or two on how to improve customer satisfaction?
Make sure you ask them before you end the call. For example, where you satisfied with the way I handled your call today? Do not ask them if they are happy, many times them may not be really thrilled with the outcome, but they can still be satisfied that you did everything possible to resolve their problem.
What are the 2 or 3 mistakes managers often make when they recruit staff and how can they avoid these mistakes?
They do not hire to fit the culture, of course most don't have a clear vision of the culture they need. So they have no chance of hiring to fit.
Whats the best way to train staff on how to deal with a very very angry customer?
Teach them to use empathy statements instead of sympathy statements.
You have a customer who complains on twitter and/or facebook - how do you deal with this?
Thank them for the feedback, in other words truly embrace the negative feedback and find a way to turn it into a positive experience for the customer and learn something from the encounter.
Today's Tip of the Day - Complaint Management
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About Inspired Performance Solutions:
My company specializes in call center training. We have done training at the manager level as well as agent level. We work on manager effectiveness , communication as well as team leadership and sales. We are currently working with large companies like Alorica and CenturyLink. We do executive coaching for top level executives in the contact center space.
Published: Tuesday, November 4, 2014