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).
How they created a gold-class customer service centreWhy they spent a lot of time on recruitmentWhy they made sure that their customer service professionals felt empoweredPrioritizing customer satisfaction over operational efficiencyThe power of transparency and the supervisor feedback groupWhat Fred Reichheld, the creator of the NPS, told Fionán after visiting their contact centre
Meet Fion YouTube VideoThe Ultimate Question 2.0The Net Promoter System Podcast