Marianne Grobbelaar for Leadership: Marianne's Message

February 01, 2024

Video Transcript

Speaker: Marianne Grobbelaar

Marianne Grobbelaar: Hi team. Welcome to the month of May. I can't believe it's already May and we have a lot of work to do. First of all, I want to share that we ended the month of April with overall customer satisfaction of a 3.5 out of 5 stars. That is not a good enough score. We have work to do. Our service transfer team is leading the way at a 4.2 out of 5 stars. The rest of us have a lot of work to do. Our customers are not confident, we are not overcoming obstacles for them and we're not providing a run experience to remember and each of each and every one of us are the experienced officer in our own world and we can do this. First of all. So I'm reading and listening and reading these comments and some of the trends that we are seeing really reading between the lines or listening between the lines. When a customer call us, let them talk through the issues and really listen between the lines because they may be saying one thing but the real real issue is something else. Spend those extra few minutes listening and helping the customer. Use your resources. In many cases, we see that the KARTs that gets updated all the time to the latest and greatest are not used. Don't go off memory, things are changing so fast, bring that resource up so that it can help you. Every step of the way, build confidence with a customer. If a customer doesn't feel their issue has been completely resolved or they do not quite understand the topic lean in. Make sure you are well aware of how to help our customers understand their true-up bill, their savings, the issue that they have at hand. You are the advocate during each interaction with a customer. I had a wonderful conversation on Friday with Sarah Bigelow. She said, Marianne, I had a customer, there was an issue I was determined and I was stubborn until I solved the customer issue. I just love that attitude. I'm your advocate customer and I'm going to solve your problem. The other thing that I see a lot in the comments is that we're not getting back to the customers fast enough, either we don't get back to them at all or not fast enough. We're in a world of instant gratification. We're in a world that when our tier one team members let the customer know that they are transferring the issue to a different team, that customer would like to hear from us today, same day. And I want to challenge all of us to actually look at that metric and try to drive that metric. Introduce yourself same day. And even when you set that expectation with a customer, I'll get back back to you, Marianne, in three days. Make sure you get back to the customer in three days. That builds confidence and trust. Otherwise it feels like a black box. We have a job to do, you can do it. We have many agents who score extremely high satisfaction scores and customers are raving about them. Make your customers rave about you, make that your goal for the month of May and talk to you soon. Bye for now.

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