Tips for CUSTOMER SERVICE #managers and #executives: Achieve CUSTOMER CENTRIC Operational Excellence

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Prime Seasoned Wisdom

Darius A. Tent

15 episodes

5 days ago

Candid convos with savvy leaders willing to cascade from their experience, revealing the nitty-gritty of business and management. As we deep dive into the essentials and the not-so-rosy bits, we slice and dice the challenges and secrets to long-term success in various careers, roles, jobs, and industries. Your host Darius Tent is a seasoned Management Consultant and Interim GM with vast experience in helping global businesses get from point A to point B where they actually want to be, by smooth sailing between unplanned, unexpected, or unwanted events. "Dry version" eps = solo podcast.

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Tips for CUSTOMER SERVICE #managers and #executives: Achieve CUSTOMER CENTRIC Operational Excellence

Prime Seasoned Wisdom

2 hours 22 minutes 21 seconds

1 year ago

Tips for CUSTOMER SERVICE #managers and #executives: Achieve CUSTOMER CENTRIC Operational Excellence

#bpo #cs #cx #customerservice #customerexperience #customersatisfaction #executive #nps #csat #customerloyalty #kpis 1. Guests to present their background and roles 2. What made you choose a #Customer #Service #career and how would you define this industry 3. Challenges in serving a #global #market vs US market 4. What’s unique about the US market and clients + what changed in the past 10 years 5. Advantages and disadvantages of working in a 15k FTEs company vs 100k FTEs MNC 6. The most important lessons learned during the pandemic 7. Lessons learned from the current recession- so far 8. Tips for climbing the corporate ladder 9. Challenges in leading others 10. What do you look for when choosing to join a new company 11. Volatility of the client sentiment - one day you're loved the other day you're slaughtered 12. Top 5 skills to make it in the long run in this industry 13. What to do when NPS/CSAT is affected by client-related factors - how do we start mitigating this 14. Most important aspects of a #RCA analysis and a #mitigation #plan. 15. Is #price the most important aspect for today’s clients? 16. How dependent is the #success of the company on your team and how do you pick them 17. Day-to-day #ops life vs SoW KPIs - where’s the delta coming from? 18. How do you set your yearly targets and break them down for others? 19. Your cure to fight #attrition and keep spirits high within the team 20. Impact of controllable detractors - skipping support structure roles and the absence of governance 21. B&M, WHF, or Hybrid - what trend do you see? Which would you opt for and why? 22. Dealing with the pressure generated by the expectation of immediate/quick results 23. Tips on work-life-family balance, once you’ve taken such an executive role 24. A final piece of advice for the audience These are just some of the challenging questions #Management #Consultant Darius A. Tent has been exploring with #movate AVP U.S. Operations Mr. Karim Farouki and Operational Excellence director, Miss Brittney Angemi. The end in mind of this detailed video #podcast is to, hopefully, help thousands of #entrepreneurs and #businesses understand what's the ROI for going the extra mile, paying the higher buck, and investing in talent/departments while taking their customer service game at the next level.

Full YouTube episode on my channel: https://youtu.be/yJwNWdjst_4?si=bnCougA_dTFsVZCL