Blog post: http://www.customer-service.com/blog/201602/Customer-Service-Strategy-for-Telecom

Hello, I'm John Tschohl.

I think the way to grow your business, to compete more effectively, is to provide an incredible customer experience so that your customers fall in love with your telecom company. That means every person, every transaction has to be amazing. We have to educate and train our staff in the skills and the art of customer service. We have to eliminate some of the stupid rules of policy and procedure. We have to make it easy for people to call us and a real person answers the phone within 2 or 3 rings. We have to understand whether we are in customer service or whether we are a telecom company.

If you understand the service strategy and you develop your entire staff into empowered employees, then you have employees who, when someone calls, say, "Oh, Mr. Tschohl, it's so good to hear from you." Here we have this technology, but the amount of times people use my name is very rare. You always really know who the customer is, or we ask and I want you to use the customer's name.

If you want to compete, if you want to be different from your competitors, I can’t help you with better technology and more cell towers. What I can do is help you take your people to the next level, so that you have the highest performing, most customer-focused people in the world. If you can do that, you can grow your business, you can make more money. You can own and dominate your market, and most importantly, you can crush your competitors.

Thank you.

Customer Service Strategy https://www.youtube.com/playlist?list=PLy3Nwv6bSMUCx0LGC6Q3j4ym921-jxhz2

Customer Service Strategy
Local government https://www.youtube.com/watch?v=BfNIY2WorTw
for Life Insurance https://www.youtube.com/watch?v=us9eo19lNuw
for SCM https://www.youtube.com/watch?v=Ne_rVc5xTPc
in healthcare https://www.youtube.com/watch?v=tENdLjT79fk
for Hotels https://www.youtube.com/watch?v=mNEqCFEcvcA
for housing https://www.youtube.com/watch?v=E62VdlTfTsg
for Guest House https://www.youtube.com/watch?v=XElpA18xft4
for Telecom https://www.youtube.com/watch?v=CTaOxHh_ZMk
in retail https://www.youtube.com/watch?v=If4Y-DA-2kY
For retailers https://www.youtube.com/watch?v=dfnbVvCxAUE
for airlines https://www.youtube.com/watch?v=FlS4nV0Zp0E
for airports https://www.youtube.com/watch?v=xdOLLuzcfOQ
in Banks https://www.youtube.com/watch?v=1j6pNHGyrjw
for banks https://www.youtube.com/watch?v=L2pcnzPJZ2I
for the transportation industry https://www.youtube.com/watch?v=mc71nn1wLIc
Hospitality https://www.youtube.com/watch?v=4W9-MjkPqTY
for Transport Company https://www.youtube.com/watch?v=9Sn0NAdoaRU
for Restaurant https://www.youtube.com/watch?v=wtjmjAhF-mk

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