Associated Knowledge Session – Hello Peter!
Sought–after conference and seminar speaker, author of ‘I was your Customer’ and founder of HelloPeter, Peter Cheales addressed AMP staff today in the latest Associated Knowledge Session. The aim of the AK Sessions is to impart knowledge and inspiration to the AMP team, through different perspectives on life and work.
Audience growth is one of AMP’s five major focus areas for 2015, and tied into that is the company’s commitment to offer its audience outstanding customer service on all the media platforms.
Peter, an expert on customer service talked about the Extreme Customer Service Makeover and presented his five key areas for success. These include, added value, quality experience, superior service, lightning response and comfort.
Customers want to buy and engage with brands and companies they like. Peter’s talk instilled a new appreciation for relationship building with the various audiences of the company.
After listening to the talk, staff were asked what they’d do differently.
“Over deliver and under promise. Manage my colleagues’ and customers’ expectations and ensure they always feel valued by over-delivering. Take ownership and make it happen – for example last year I drove through to an old lady’s home in Oranjezicht to help her with her digital subscription and gave her print copies of the magazines while the problem was solved. From being the unhappiest client I turned her into the happiest client. Keep reminding myself that I am an ambassador for the company at any point of time.” – Teresa van der Bank, Syndication/Digital Subscriptions Manager, AMP
“Write “I” instead of “we” and sign my name when people send FB inbox messages. Reply to more tweets as opposed to “favouriting” or retweeting.” – Mimi Thurgood, Senior Online Content Manager, Cosmopolitan.