Curious Leadership with Dominic Monkhouse

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

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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

      • ...more
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