Question: I need a catchy title for a new campaign – any ideas?
We are introducing a new campaign on Standardisation. This is where we want to motivate agents to give good opening, closing & identifying with customers etc.We want to know a catchy name for this campaign, can you help?
WOW campaign.
Why?
For over a decade, the Customer Service Group has shared the following five reasons to celebrate.
1. Boost morale, motivation and teamwork.
2. Reward frontline reps for the important work they do all year long.
3. Raise companywide awareness of the importance of customer service.
4. Thank other departments for their support.
5. Let customers know about your commitment to customer satisfaction.
How?
Activity one
We would like to have activities that agents can perform at their desks. Each agent will complete three customer service orientated puzzles and submit them in a draw. There will be three draws for each puzzle and one winner for each draw.
The prizes could be a half day and two movies tickets each.
Activity Two
The WOW factor. Calls are being monitored and rated. For the celebration we will be looking for the best calls and issuing gifts. As soon as a WOW call is recorded, there will be an alarm bell going off and the agents will recognized. This activity will continue routinely throughout the day and the agent will receive gift.
The gift could be Sweets and chocolates or little and simple things.
Comment by Koos liebenberg — 20 Nov 2008 @ 1:14 pm
Without knowing more about your type of organisation which might lend itself to something really relevant and appropriate, how about
* One Voice,
* Our Voice,
* Make Yourself Heard,
* Customer Connect
Why bother?
There are some real benefits to standardisation, although you might encounter some resistance from some of your people to this.
We have worked with a client who supply fresh food to restaurants, and our campaign – Let’s get Fresh!! – looked at standardising the call dialogue so that it was right for the customer, right for the call agents, right for the business. Great fun and really good results.
Why? What are the benefits of standisation?
I’m a bit of a chocolate fan, and know when I bite into a kit kat exactly what that is going to taste like. I know what the wrapper will look like, what it will feel like and how it will taste. I trust that brand enough to try the variations – kit kat orange etc,
Standardising key parts of the call starts to build trust from your callers. It signals consistency of approach, and that your customers can trust your professionalism.
You may know all of this, but creating the [b]right[/b] standardisations within the dialogue is something different, if you look at http://www.intelligentdialogue.com/First-Impressions there are some ideas and reasoning behind openings.
Hope this helps – please post to let us know what you go with.
Good luck
PS I’m off for a coffee, just fancy a kit kat…..
Comment by Diane Banister — 20 Nov 2008 @ 3:05 pm
We used one called Magic Moments – where we nominated our own calls and they were listened to by the MD who decided who the winner was!
Comment by Vicki — 23 Dec 2008 @ 2:22 pm