presentation

CX Glow Up Elevating the Customer Experience Journey in Telkom Stores.

[Audio] The company recognizes and rewards outstanding performance in its stores. Top-performing stores, agents, regional managers, and area managers receive incentives such as rewards and recognition. However, the company also has accountability measures in place to ensure that all employees meet its high standards. Those who do not meet the required standards will face penalties. The penalties include individual commission penalties for offenders who fail to meet customer experience (CX) standards, as well as potential negative impacts on the store's overall reputation and success. The company aims to strike a balance between recognizing good performance and holding employees accountable for meeting the required standards. This balance maintains a culture of excellence throughout the organization..

[Audio] The speaker emphasizes the significance of first impressions in shaping the customer experience. A positive first impression can lead to increased customer satisfaction and loyalty. On the other hand, a negative first impression can result in lost business opportunities. Therefore, it is crucial for businesses to focus on creating an excellent first impression. To achieve this, businesses must take proactive steps to manage their waiting times, maintain high standards of cleanliness, and present themselves in a well-groomed manner. This includes ensuring that all areas of the establishment are clean and tidy, paying attention to details such as lighting, temperature, and music. Furthermore, employees should be trained to provide exceptional customer service, which involves being attentive, friendly, and knowledgeable about products or services. By taking these measures, businesses can create a lasting positive impression that will attract new customers and retain existing ones. In addition, a positive first impression can also have long-term benefits, such as increasing customer retention rates and reducing turnover costs. Businesses that prioritize creating a great first impression will ultimately reap the rewards of a loyal customer base..

[Audio] The customer service representative should also be aware of their own limitations and know when to escalate the issue to a supervisor or another team member if necessary. If the customer is unable to resolve the issue on their own, they should be able to transfer the customer to a more knowledgeable colleague or to a supervisor who can assist them..

[Audio] Sales representatives must demonstrate correct product knowledge across various categories such as mobile, fibre, contracts, and compliance. They must have zero tolerance for incorrect information, ensuring accuracy and trustworthiness. Offering at least two solutions per customer need helps break down consumer preferences between the company's brand and its competitors. Sales representatives should maintain professionalism by adhering to approved scripts, avoiding overselling, overpromising, or misleading information. Safeguarding sensitive customer information, such as payslips, IDs, and bank details, is crucial. Working with integrity is essential to build trust and credibility with customers. By following these guidelines, sales representatives can provide customers with a positive experience..

[Audio] The company will activate the customer's new device immediately after delivery. The activation process involves several steps, which are explained to the customer during the demonstration. The customer signs the necessary paperwork, and the company ensures that all required documents are completed. The demo unit is presented in pristine condition, allowing for live demonstrations. The customer learns about the features and benefits of their new device through the explanation provided by the sales representative. The customer understands how to use their new device effectively by learning about the different options available. The company sets up the device properly, including activating the service, testing the charging, and verifying that everything is working correctly. This process guarantees a smooth and enjoyable unboxing experience for the customer..

[Audio] The company has implemented various measures to improve customer satisfaction. These measures include acknowledging complaints promptly, remaining calm and composed when dealing with difficult situations, and involving managers quickly if necessary. The company uses a customer relationship management (CRM) system to log incidents accurately and transparently. This ensures that all parties involved are aware of the progress made towards resolving the issue. Additionally, providing case reference numbers allows for efficient tracking and follow-up. The company also aims to set up additional services such as SIM cards, APN settings, and email accounts to further enhance the customer experience. By doing so, the business demonstrates its commitment to building long-term relationships with its customers..

[Audio] The company has implemented various measures to ensure compliance with regulations. These measures include capturing all contracts on the system accurately and thoroughly, following strict guidelines and adhering to regulatory requirements such as RICA. The company conducts regular audits to guarantee accuracy and prevent shortcuts. This ensures that all transactions are recorded correctly and consistently. The company provides excellent after-sales support, including follow-up calls for SIM swaps, handovers, repairs, and fibre installations. The company also conducts courtesy checks within 48 hours to demonstrate its commitment to customer satisfaction. The company solicits feedback through its NPS score, encouraging customers to share their experiences positively. If a customer receives a low rating, the company addresses the concern immediately, demonstrating its dedication to continuous improvement and customer satisfaction. The company strives to create a positive and supportive environment for its customers..

[Audio] The customer service representative is now engaging with the customer, asking questions to clarify their concern and show interest in resolving the issue. This approach sets the tone for a positive and collaborative conversation, which can lead to a better outcome for both parties. By actively listening to the customer's concerns and responding thoughtfully, the representative demonstrates empathy and a willingness to help, creating a sense of trust and rapport. This, in turn, can help to de-escalate any tension or frustration the customer may be experiencing, making it easier to find a resolution that meets their needs. The customer service representative is now actively listening to the customer's response, taking detailed notes on the issue and its impact on the customer. The representative is also providing a clear explanation of the solution being offered, highlighting key benefits and addressing potential concerns. The customer appears to be becoming more engaged and receptive to the proposed solution, as they begin to see the value in the offer. As the conversation continues, the representative remains patient and composed, continuing to build on the momentum established earlier. The customer's initial hesitation begins to fade away, replaced by a growing sense of confidence and optimism. The representative's ability to remain calm under pressure has helped to create an atmosphere of mutual understanding and respect..

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