Excellence in customer service has been a recurring theme in Thodey's public utterances since day one of his reign. Clearly he is doing something right in this area, so when he takes to Telstra's blog to set out his views, it's worth taking note of what he has to say.
The blog is titled: "Why everybody should think they are the Chief Customer Officer." In it Thodey says that Telstra has been striving to "put the customer at the centre of everything we do." No easy task, he argues, for a company that handles 15 million calls each year and makes 900,000 appointments with customers.
Needless to say, leadership is important. "When staff sees their leaders – all of their leaders – committed and focusing on the customer they are more likely to engage." So is an open environment. "Many of the best customer service ideas come from front line staff. So create an outlet for them to raise and solve problems and give them whatever tools they need to takeAcer Aspire One 532h- CBW123G 532h-CPK11 battery action."
So too is effective internal communications. "As a large company with a diverse and dispersed workforce we have seen enormous value from being able to collaborate online (using Yammer) to canvass views, share ideas, and connect customer facing with non-customer facing staff."
He really stresses the importance of internal communications; "Communicate, communicate, communicate; particularly the good customer outcomes. ... Genuine employee buy-in hinges on a broad understanding of why it all matters, so getting everybody into the conversation is critical. Employees should see a clear link between what they do and the longer-term outcome, even those who are not customer facing."
From this awareness the aim is that "every team puts the customer first and every staff member thinks of themselves as the Chief Customer Officer."
In short, none of this is rocket science but what it Acer 532G AO532G 533 batterydoes depend on is setting the right corporate culture and promulgating that downwards so that it pervades the entire organisation. Achieving that in any organisation is a challenge; in one of Telstra's size it would be a herculean task.
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