Customer service is a major factor in how successful a business can be. As part of SSI‘s Businesss Leadership Webcast, ADT CEO and SSI Industry Hall of Fame inductee Tim Whall shared lessons learned from four decades of leading major security companies.
If anyone knows what goes into a positive customer service experience, it’s Whall.
Under his leadership, ADT removed its IVRs, is answering calls in under 60 seconds and providing same-day installs.
During the webcast, Whall shared what makes for outstanding service. First, you should figure out how can you make your customer’s experience as little of an inconvenience as possible and as pleasant as possible. Don’t give them a reason to leave.
You should also make sure you have measurements in place to gauge customer satisfaction. Whall uses DQ, which is an account-receivable metric. If anyone’s bill goes out after 90 days, he considers it a cancelled account. Happy customers are paying customers.
You’ll obviously want to keep track of attrition, and another option is NPS, which measures the loyalty between a provider and a consumer.
The key point that Whall gets across is that being a tech is more a customer service job than ever.
Modern consumers have a choice in the type of security system they want. There’s a good chance they can set everything up themselves — the differentiator is the experience you leave the customer with.
You can hear all these points in full detail and more in the video above.
