E17 | Using the Net Promoter System to Create a Gold-Class Customer Contact Center: Meet Fionán Mc Donnell

Today I’m talking to a soft-spoken Irishman, Fionán Mc Donnell, who is the NSW New Business Manager at Macquarie Telecom Group.

This episode is the first part of a Macquarie Telecom Group masterclass on how to achieve the best Net Promoter System score (a concept developed by Fred Reichheld).

On today’s podcast:

• How they created a gold-class customer service centre
• Why they spent a lot of time on recruitment
• Why they made sure that their customer service professionals felt empowered
• Prioritizing customer satisfaction over operational efficiency
• The power of transparency and the supervisor feedback group
• What Fred Reichheld, the creator of the NPS, told Fionán after visiting their contact centre

Links:

• Meet Fion YouTube Video
• The Ultimate Question 2.0
• The Net Promoter System Podcast