Transcript Document

Employee Empowerment
Hot ideas to keep customers cool
Debbie Siek
Vice President,
Customer Care
Cox Communications, Inc.
This presentation is proprietary & confidential. It is the property
of Cox Communications, Inc., and cannot be reproduced or
shared outside of Cox Communications, Inc., without the
expressed written consent of Cox Communications, Inc.
Customer Care is challenged by
A myriad of competitive complexities
Home Management Services
Price
Entertainment
Services
Product
Service
Communications & Information Services
Customer attraction and retention
Being on par in terms of price and quality
only gets you into the game.
Service wins the game.
― Dr. Tony Alessandra, PhD.
Customer service is the lynchpin of Cox’s success
Measured at every level starting with top execs
Senior Hire for values
Executives
Reinforce customer-centric culture
A component of compensation
Leaders Hire for values
Reinforce customer-centric culture
Recognize for customer service
A component of compensation
Frontline Hire for values
Recognize for customer service
A component of compensation
Front-line employees are closest to customers
This makes it imperative to take care of our people
therefore we –
•
•
•
•
•
•
Provide them ongoing face-to-face (preferred) and
other channels for communication.
Listen to their ideas, suggestions, and frustrations.
Close the dialogue loop with open/honest feedback.
Drive awareness of business imperatives to help them
make sound decisions for the customer and the
business.
Offer ongoing recurrent training opportunities.
Give them the tools to do the job!
Empower them and they will take care
of the customer and the business.
Tools: Dynamic & integrated empower employees
To make decisions that are good for the customer
and the business
Training
Business
Customer
Care Center
knowledge
touch-point
employees
integration
Portal style
Desktop
Dynamic delivery system: tools,
knowledge, customer & network
information integration
Channel
alignment
Training: Keeps employees on the right path
To make good decisions for the customer and the
business
Training
Course content
Frequency
Culture Core beliefs
Customer philosophy
“My” role or personal stake
Job Work employee is hired to do:
Duties E.g., sales, billing, tech support,
field support
Customer Creating great experiences
Experience Customer expectations defined
Right actions vs. wrong actions
Side-by-side support & self-evals
Service Service failure identification
recovery Recovery steps
tools ID appropriate tool & implement
Initial
Initial
and
recurrent
Initial
and
recurrent
Initial
and
recurrent
Service recovery: The right tools + clear guidelines
Empower employee “right actions” for the customer and
Cox
Tool
Application
Credit adjustment Pay-per-view
Premium channel
Billing error
Outage Data no-connect
adjustment TV no-connect
Phone no-connect
Credit Service performance
Free or Premium channel
discounted Pay-per-view coupon
service (limited
duration)
Authorizer
Frontline
Frontline
Frontline
Frontline
Frontline
Frontline
Frontline
Incentives: Reinforce employee right actions
For good decisions & providing consistent quality customer
experiences
Type
Where offered Intervals
Letters of Corporate
commendation Field
Offers such as gift Corporate
certificate or Starbucks Field
card, etc.
Customer Service Corporate
Appreciation Week
Monetary Corporate
Field
Ongoing
Annual
Determines
locally
Quarterly
Annual
Rewards: Customers become advocates for Cox
Through consistent quality customer experiences
She was extremely pleasant,
addressed my concerns...
because of Cheryl I remain
a customer …
…Aaron was great. I was
amazed he set up my
service in under 15 mins …
…I felt that Bob was
genuinely concerned about
my service. He resolved it
immediately. He’s the reason
I stay with you.
Reaping the rewards
An award-winning company that is the envy of the industry
2006
J.D. Power and Associates’ 2006 Major Provider Business Telecommunications Services
StudySM highest honor for highest customer satisfaction among small/midsize business data
service providers in the nation. 1stt year CBS included in this study.
2005
J.D. Power Annual Customer Satisfaction Survey of Multichannel Providers. #1 overall
ranking among cable providers. #3 overall ranking besting Dish.
J.D. Power and Associates’ Highest Honor in Customer Satisfaction Among High-Speed Internet
Service Providers.
PC Magazine’s Readers’ Choice Award for Cox High Speed Internet service.
J.D. Power and Associates’ Highest Honor in Residential All-Distance Telephone Customer
Satisfaction Study SM in the West Region.
2004
J.D. Power and Associates’ Highest Honor in Residential Local Telephone Customer Satisfaction in
the West Region.
J.D. Power and Associates’ Highest Honor in Overall Customer Satisfaction in Bundled LongDistance Telephone Service. First time a cable company has ranked highest in this segment of J.D.
Power’s annual study.
2003
J.D. Power and Associates’ Highest Honor in Residential Local Telephone Customer Sat. Ranked
highest in overall customer satisfaction in the Western Region. First time any broadband
communications company has received this J.D. Power recognition and first time Cox has been in
included in the study.
PC Magazine Readers’ Choice Award for Cox High Speed Internet Service, Only Internet Service
Provider to receive an A+.
Northern Virginia Nat’l Cable & Telecommunications Assoc Vanguard Award
for Cable Operations Management: Gary McCollum, VP & region mgr., NoVA
No. 1 in CableFax 100.
Cox rises to No. 329 FORTUNE 500.
Questions