CSM Website

The Forum for Customer Service Managers & Professionals
 | Forum Start | Register | Search | Statistics | F.A.Q. |
Who's Who Customer Service Manager Forum / Who's Who /  

Customer Relationship Manager - Mobile Phone Retailer/Telco Australia

Author aeagling
#1 | Posted: 5 Dec 2006 21:45 
Hi to all in CSM, I'm interested to see who's involved in these forums and particularly interested in chatting with those in retail / electronics / mobile / telco.
I am the National Customer Relationship Manager for a retail chain with 100+ stores. We have a central customer relationship team that report through to me and other representatives out in the field. Happy to answer questions and I hope others are happy to answer questions from me.

Regards from Melbourne, Australia.
Andrew Eagling

Author shanila
#2 | Posted: 12 Dec 2006 20:47 
What are secerets of successful customer services?

Author aeagling
#3 | Posted: 2 Jan 2007 13:05 
Hi Shanila,

Sorry for taking so long to reply - I have been on leave over the summer break.

The answer to you question is in essence quite simple -

1. Attention to detail - make sure you keep a good history of customer interactions that are detailed enough to prevent them having to explain who they are and what they bought every time they contact you.

2. Keep your promises - It's such a simple concept that so many people in customer relations don't seem to get - just do what you have told the customer you will do. If you say you're going to call at a certain time, call at that time; if you say you're going to check something and get back to them, make sure you do...

3. Fix problems quickly - Most problems are straightforward. Assess the problem and tell the customer what you are going to do about it, either right there and then, or as soon as is practical.

There is of course a lot more to it than that, but the key concepts are simple. Most customers just want to get what they pay for, and if there's a problem, to have the problem sorted out quickly.

What business are you in Shanila?

Regards, Andrew

Author nonos232
#4 | Posted: 17 Jan 2007 20:42 
Hi Andrew

I would be very interested in some advice from you in regards to training Retail Staff in customer service for a phone shop dealing in mobile phones, landlines, accessories.
Just tips on how to train, what kinds of topics would i cover? I have a basic idea but i am involved in all the groundwork and would like to start on a good foundation.
My main focus is not so much on experience (because they can be taught) but mainly on providing excellent customer service.
Any advice would be great.

Who's Who Customer Service Manager Forum / Who's Who /
 Customer Relationship Manager - Mobile Phone Retailer/Telco Australia

Your Reply Click this icon to move up to the quoted message


Only registered users are allowed to post here. Please, enter your username/password details upon posting a message, or register first.