Nine puts new focus on customer service


As part of their three year sponsorship of the Comms National Awards Nine Group has inaugurated a new award to reflect the growing importance of customer service. We asked Nine Group CEO James Palmer about his thoughts behind the initiative and what the judges will be looking for when selecting finalists in the Nine Customer Service Award.


CD: What specific customer service elements should


resellers consider when entering?


JP: We all know that in any situation, one of the most frustrating things is not being told what is happening – just think about the last time your plane or train was delayed. Another customer service enemy is the extended selection menu when you call your service provider, the awful on hold music and the dreaded phrase, “I’ll just place you on hold”, or ”I’ll transfer you to someone who can help.” Your heart can’t help but sink, knowing that you are inevitably going to have to explain your problem all over again. Whatever happened to truly personal service?


Communication can solve so many issues before they even occur. Resellers should consider how and when they communicate with their customers – is the frequency right, is the tone right, are you even using the correct medium – do they want a phone call, an email or to be updated on your Facebook page.


CONTACTS


Sponsorship: Michael O’Brien 01895 454 444 07968 369 372


mobrien@bpl-business.com Entries/Judging:


Simon Turton 01895 454 603 07759 731 134


sturton@bpl-business.com


Claire Hatchett 01895 454 476 07976 613 352


chatchett@bpl-business.com


Nigel Sergent 07712 781 106


nsergent@bpl-business.com recognising those whoconnectthe nation www.comms-dealer.com COMMS DEALER JULY 2013 53


The judges will place special emphasis on creative, innovative and even novel approaches.


JP: In our business we have conducted a series of workshops to study examples of great customer service provided to us by others - inside and outside work - and how they made us feel. What did these businesses do to make us think of them when asked, “what is great customer service?”


One great trick is to metaphorically switch hats or shoes and walk through your customer’s experience. How would it feel being your customer? What would be great and what would be not so great? What have you done to make things better? Treat people how you would like to be treated should be a core objective for all customer service teams.


CD:What differentiators in your view would secure a finalist position?


JP: Testimonials from satisfied customers are always more powerful than our own words and opinions. The judges will be looking for multiple examples of customers


recognising great service, perhaps talking about insight, knowledge and extra mile behaviour, plus an unswerving commitment to get things done and make things work properly. Clearly, a good outcome will always be important.


The judges will place special emphasis on creative, innovative and even novel approaches to providing customer service brilliance. Resellers will need to demonstrate that they have genuinely gone outside the box in terms of customer service thinking.


CD: What examples of extra special customer service can you quote as inspirational?


Richer Sounds is an example of a retail chain that is riding out the crisis in the High Street and using outstanding customer service to make this happen. The customer experience


in-store, on the phone or on line is consistently brilliant. The people are passionate, knowledgeable and able to talk sensibly to a customer who is a fellow geek or just wants a cheap TV. Everything about Julian Richer’s organisation is slick, but the customer most definitely feels they are at the heart of it. Deep discounting, honest advice, loyalty cards, eye catching e-mails – it all just works. They are quirky and creative too – free parking and lollipops cost very little, but customers remember this stuff and tell other people about it too.


Page 1  |  Page 2  |  Page 3  |  Page 4  |  Page 5  |  Page 6  |  Page 7  |  Page 8  |  Page 9  |  Page 10  |  Page 11  |  Page 12  |  Page 13  |  Page 14  |  Page 15  |  Page 16  |  Page 17  |  Page 18  |  Page 19  |  Page 20  |  Page 21  |  Page 22  |  Page 23  |  Page 24  |  Page 25  |  Page 26  |  Page 27  |  Page 28  |  Page 29  |  Page 30  |  Page 31  |  Page 32  |  Page 33  |  Page 34  |  Page 35  |  Page 36  |  Page 37  |  Page 38  |  Page 39  |  Page 40  |  Page 41  |  Page 42  |  Page 43  |  Page 44  |  Page 45  |  Page 46  |  Page 47  |  Page 48  |  Page 49  |  Page 50  |  Page 51  |  Page 52  |  Page 53  |  Page 54  |  Page 55  |  Page 56  |  Page 57  |  Page 58  |  Page 59  |  Page 60  |  Page 61  |  Page 62  |  Page 63  |  Page 64