Today’s celebration of Great Customer Service is a shout-out to the team at Telstra Business Women’s Awards. I was recently nominated by another customer service champion, Leanne Berry, (more on Leanne another day :-) ) and I submitted my submission yesterday afternoon. The whole experience has been incredibly thought-provoking, and worthwhile from many angles… I’m sure the subject of other blogs/articles. One thing that really supported me was the phone calls from the support team, particularly a very helpful Josie.
What really worked, was that Josie called a few times, so I was speaking to the same person and building a relationship, and this added excitement to the process. I must confess that I wasn’t excited to start with – feeling a little overwhelmed with my schedule, and the inner questions of was I ready for something like this, and memories of others talking about these kind of submissions being enormous. Josie’s enthusiasm made it all feel possible, and I think it’s worth noting that your enthusiasm really impacts upon your customers. I haven’t met Josie, I don’t know much about her, except that she’s a great example of representing a company well. I added a note in the enquiry box this morning to acknowledge the team and Josie in particular, and received a very quick response from Samantha, the Customer Relations Manager. (Further evidence of the culture of the team)
“I have passed on your feedback to the entire Telstra Business Women’s Awards Team. It is always encouraging to hear wonderful feedback for our team. Josie is delighted that she was able to assist you with entering the Awards. :-)
All the best with entry outcome and Josie hopes to be able to contact you with some good news once we find out the shortlist results. Should you have any other questions, please feel free to contact Josie on 1800 817 536.”
What ideas come to you now? How can you make people feel more supported, enthusiastic, or that working with you is going to be easier than you thought?
Cheering you on, Kerrie
