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cover of episode #17 Rudi Khoury - Empower Your Team, Transform Customer Service: Fisher & Paykel's Revolutionary Approach

#17 Rudi Khoury - Empower Your Team, Transform Customer Service: Fisher & Paykel's Revolutionary Approach

2024/2/14
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Experts of Experience
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Rudi Khoury: Fisher & Paykel 致力于通过提升员工体验来改善客户服务。这包括改善员工的工作文化和工作流程，将数据和流程整合到一个单一的平台上，从而减少员工的工作负担，提高工作效率和满意度。公司注重收集客户反馈，并将其应用于产品创新和服务改进中。通过提升透明度，例如提供准确的到达时间窗口和追踪信息，可以有效减少客户等待服务时的焦虑感。公司使用 Salesforce 平台来管理客户互动，涵盖销售、客户服务和营销等多个方面，并利用其数据中心化功能来提供个性化服务。公司文化强调以人为本，鼓励员工将自己置于客户的处境，并通过各种方式收集客户反馈，例如焦点小组、问卷调查、产品评论等，并将这些反馈应用于产品设计和改进中。公司注重员工赋权，减少审批流程，提高一线员工的自主权，从而提高服务效率和客户满意度。公司使用各种 KPI 来跟踪客户体验的成功，包括 NPS、客户满意度、努力程度、运营指标和自助服务指标。在采用 AI 技术时，公司注重数据安全和隐私保护。 Lauren Wood: Lauren Wood 主要负责引导访谈，提出问题，并对 Rudi Khoury 的观点进行总结和回应。她强调了平衡客户旅程各个阶段的重要性，以及在客户服务中重视员工体验的重要性。她赞同 Rudi Khoury 关于信任、透明度和员工赋权的观点，并指出卓越的客户体验离不开卓越的员工体验。

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How does enhancing the employee experience revolutionize customer service?

Join Lauren Wood on 'Experts of Experience' as she engages with Rudi Khoury, Chief Digital Officer at Fisher and Paykel Appliances, delving into the transformative power of enhancing the employee experience to elevate customer service. 

In this episode, Rudi shares his journey and the pivotal role of centralizing data and innovative processes in creating a culture of excellence. Discover the crucial metrics for customer experience success, and the essence of trust, transparency, and personalization in customer service. 

Rudi's approach underscores the integration of customer feedback into product innovation and the empowerment of employees to deliver unparalleled customer experiences. 

Tune in for valuable leadership advice and the impact of focusing beyond technology on service design and vision.

Don't forget to rate us on Spotify and Apple Podcasts if this conversation inspires you!

 

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http://sfdc.co/SalesforceCustomerSuccess)