E17 | Using the Net Promoter System to Create a Gold-Class Customer Contact Center: Meet Fionán Mc Donnell
Failed to add items
Sorry, we are unable to add the item because your shopping cart is already at capacity.
Add to basket failed.
Please try again later
Add to wishlist failed.
Please try again later
Remove from wishlist failed.
Please try again later
Adding to library failed
Please try again
Follow podcast failed
Unfollow podcast failed
E17 | Using the Net Promoter System to Create a Gold-Class Customer Contact Center: Meet Fionán Mc Donnell
-
Narrated by:
-
By:
About this listen
Today I’m talking to a soft-spoken Irishman, Fionán Mc Donnell, who is the NSW New Business Manager at Macquarie Telecom Group.
This episode is the first part of a Macquarie Telecom Group masterclass on how to achieve the best Net Promoter System score (a concept developed by Fred Reichheld).
On today’s podcast:
- How they created a gold-class customer service centre
- Why they spent a lot of time on recruitment
- Why they made sure that their customer service professionals felt empowered
- Prioritizing customer satisfaction over operational efficiency
- The power of transparency and the supervisor feedback group
- What Fred Reichheld, the creator of the NPS, told Fionán after visiting their contact centre
Links:
- Meet Fion YouTube Video
- The Ultimate Question 2.0
- The Net Promoter System Podcast
No reviews yet