Webinar Bytes

Five successful habits of a CX Hero

We’ve taken one of our webinars and broken it down in to smaller video segments.  Check out some of the most important parts of the webinar below.  Then watch the full video by clicking the link below.

Parity is a challenge in business. When competing brands can’t create true differentiation, they struggle to stand out in customers’ minds. And in the telecom business — where the products vary little — parity is commonplace. But not for AB Sappa, the Swedish telecom company. In an industry where most products are the same, AB Sappa has found a way to differentiate itself – and it’s not with product, but with service… customer service.  That’s a philosophy that is practiced company-wide and encouraged by giving all customer service representatives the power to be creative and do what’s necessary to solve problems.

The results are impressive. Since putting customer service at the heart of what they do, AB Sappa has been ranked highest in customer service among all telecom companies in Sweden — two years running. With the support of a customer-centric organization and the right tools, all the AB Sappa customer service representatives are equipped with everything necessary to make each customer experience amazing.

Watch the full webinar by clicking this link.

Meet the Speakers

Katarina cervell webinar image

Katarina Cervell
Kultur Coach
AB Sappa, Sweden

Jacob dalnas webinar image

Jacob Dalnäs
Sales Representative
AB Sappa, Sweden

John munyan webinar image

John Munyan
Vice President, Brand Messaging
Genesys

1
00:00:00,000 –> 00:00:02,689
The first habit is establishing a set of skills that

2
00:00:02,689 –> 00:00:05,210
every agent should have. And as you see on this slide

3
00:00:05,210 –> 00:00:08,360
here, we have listed 10 skills that we at Genesys

4
00:00:08,360 –> 00:00:11,460
feel are really important skills. These are certainly not every

5
00:00:11,460 –> 00:00:16,230
skill, but this is a really good, basic set of

6
00:00:16,230 –> 00:00:19,160
skills that we think are important. So, as you have a

7
00:00:19,160 –> 00:00:23,530
chance to look at this Katarina from your point of

8
00:00:23,530 –> 00:00:26,860
view, which two of these skills do you think are

9
00:00:26,860 –> 00:00:30,860
the most important to providing good customer service? Or if

10
00:00:30,860 –> 00:00:32,469
you see a skill that’s not on here, is there

11
00:00:32,469 –> 00:00:37,000
something that’s missing here that you think is an important skill? Yeah,

12
00:00:37,000 –> 00:00:41,530
I would like to choose all of them, but I

13
00:00:41,530 –> 00:00:45,510
would like to keep it to a smaller[ inaudible 00:

14
00:00:45,520 –> 00:00:49,180
02: 55]. In order to reach our vision, that is

15
00:00:49,180 –> 00:00:52,730
to be the most customer- friendly company, I think that

16
00:00:52,730 –> 00:00:57,150
it’s very important that advisors like Jacob is a good

17
00:00:57,150 –> 00:01:03,290
listener to the customer and also to be assertiveness to

18
00:01:03,290 –> 00:01:09,150
the customer’s needs and also get on the same level

19
00:01:09,210 –> 00:01:12,780
as the customer. So, that’s very important, but I think

20
00:01:12,780 –> 00:01:16,380
the most important thing for us is that our advisors

21
00:01:16,380 –> 00:01:22,180
are genuine and themselves because that’s creates a relation with

22
00:01:22,180 –> 00:01:27,260
the customer and that’s very, very important for us. Yeah.

23
00:01:27,260 –> 00:01:29,810
That makes a lot of sense. That authentic bond with

24
00:01:29,810 –> 00:01:32,490
a customer that lets them know that you’re truly listening

25
00:01:32,490 –> 00:01:34,950
to them and you truly understand where they’re coming from.

26
00:01:36,920 –> 00:01:40,430
Yeah. Yeah. Jacob, what about you? You are talking to

27
00:01:40,430 –> 00:01:44,360
customers all the time. Looking at this list here, which

28
00:01:44,360 –> 00:01:50,230
two skills are most important? I think I put the

29
00:01:50,230 –> 00:01:53,590
two of them together as one actually, and it’s listening

30
00:01:53,590 –> 00:01:57,150
and attentiveness. I put this one because I think they

31
00:01:57,150 –> 00:02:00,950
go kind of hand in hand. I think it’s very

32
00:02:00,950 –> 00:02:05,530
important to listen and to also pay attention because then

33
00:02:05,530 –> 00:02:08,690
you can pick up the things that the customer is

34
00:02:09,020 –> 00:02:14,070
maybe not telling you because, in my experience, they don’t

35
00:02:14,070 –> 00:02:18,460
give their every need at once when they call you

36
00:02:18,460 –> 00:02:21,110
because they might be nervous or they have waited for

37
00:02:21,120 –> 00:02:25,639
a long time. So, it’s about reading the signals and

38
00:02:25,650 –> 00:02:29,480
just listening and paying attention to what they say. And

39
00:02:29,480 –> 00:02:33,420
then you can find many more needs than the one

40
00:02:33,510 –> 00:02:38,100
recent, that they are calling you. And after that, it’s

41
00:02:38,410 –> 00:02:43,760
resourcefulness that I took because when you listen and you

42
00:02:44,389 –> 00:02:47,520
find all the things that the customer needs, then you

43
00:02:47,520 –> 00:02:51,430
also need to be creative to solve the issue. Because

44
00:02:51,660 –> 00:02:55,320
many times it’s might not be our services that is

45
00:02:55,500 –> 00:02:59,460
the best solution for the customer. It might be something

46
00:02:59,460 –> 00:03:01,970
else. So, you will have to be creative and see

47
00:03:03,740 –> 00:03:08,120
in what way you can help the customer. And I

48
00:03:08,120 –> 00:03:12,579
also want to agree with Katarina on being on the

49
00:03:12,579 –> 00:03:16,170
same level as the customer is important like you speak

50
00:03:16,170 –> 00:03:19,850
the same language. And so you kind of have to

51
00:03:19,850 –> 00:03:25,720
be like a chameleon. You have to adapt to who you

52
00:03:25,720 –> 00:03:29,310
talk to and speak their language. So they understand you

53
00:03:29,310 –> 00:03:32,210
and that you feel a special connection with them. And

54
00:03:32,210 –> 00:03:35,240
of course, it has to be genuine also. I think

55
00:03:35,240 –> 00:03:38,430
you can tell very clearly when someone is reading from

56
00:03:38,430 –> 00:03:41,560
a script or they have been trained to say certain

57
00:03:41,560 –> 00:03:42,070
things.

Genesys ChatLive Assistance
Close Widget

Genesys ChatLive Assistance