September 3, 2020
Kim Kiefer, Mindsight’s Director of Customer Experience, spoke with us to discuss Mindsight’s Technique for Visitor Relationships and how the team contributes a price to maintain a positive relationship with our visitors.
As a Controlled Service Provider (MSP), Mindsight focuses its strategy on expert-level engineers who provide generation facilities to our visitors.As a director of customer experience, Kim stores her attitude in visitor service, being proactive than receptive, and tells some stories.for us.
Can you describe the path to your current role and the skills you have acquired along the way that make you successful?Have you worked in the generation industry?
KK: I’ve been in the industry for just over 20 years, I started with the voice and I’ve become more data-centric with the advent of VoIP, I’ve held positions in virtually every branch of my time in the industry.While some might think this is a nightmare resume and not a genuine specialization, I discovered that it gave me an idea of the business from every angle.I was very lucky to revel in the contact of visitors from that initial interaction to participating in the roadmaps of the current generation.After years of being a client of controlled facilities, this allowed me to be informed and perceive weaknesses in unusual internally and externally, which helped me fine-tune my ability to collaborate with my teammates to tame very positive and long-term relationships with visitors.
Can you tell us how it differs from “customer service” and what it means for Mindsight customers and leads?
KK: Experience denotes longevity, and that’s what I need to build, consumers for life.For more than 10 years of my career, I was an assignment manager.This has helped me focus on excellence in service.He also taught me to perform several responsibilities well, to achieve and maintain an express point of execution of the team, to pay attention and speak well with a wide variety of personalities for a non-unusual goal.is that I will be a resource that pays attention, executes and takes care of.
We know that corporations like Comcast have the stigma of a traditionally bad visitor experience, even if they have taken drastic steps to solve problems.What do you think of why this happens and how to turn dissatisfied consumers into logo advocates?
KK: These are expectations and perception. If we do not offer what our consumers expect, they will not be satisfied.Does that mean we dropped the ball? Not necessarily.But at the very least, we couldn’t make sure that what we communicated and what the consumer understood was the same thing.Perception is reality. This is also true for internal consumers, affiliates who interact with consumers.If there is no transparent understanding of expectations, if partners do not have rules and processes to care for consumers, the chances of creating disgruntled consumers increase significantly.
In my experience, disgruntled clients are the most productive champions and lawyers.There’s a lot to say about jumping into the trenches and doing things right when something goes wrong, and it’s IT, anything is similar at some point.it’s the lack of interaction that leads consumers to look for new partners.The excellence of the service does not mean that nothing is ever happening wrong; means that when things go wrong, you’ll do whatever it takes to fix it and then take the necessary steps to make sure it doesn’t happen again.
Are there clichés on visitor relationships I can’t stand?For example: “the visitor is right” or the concept that if you communicate with a manager, you can ignore a company’s procedures and policies.
KK: I think some approaches to visitor service make this total facet of the business look like a cliché.You can hang as many posters of other people paddling and climbing mountains as you want, those are positive and motivating messages, that doesn’t mean you have a culture that creates a wonderful experience for visitors.Everyone says visitor service is their differentiator, but if there is no forged procedure and passionate team to help you, it simply becomes another empty and misleading argument.
Have you found some “fools” in your career?Can you accentuate some main points and how you solved a bad situation?
KK: I controlled an assignment that stood out from the others.The scope was undeniable and whatever we had done, a physical to virtual (P2V) migration.He was a relatively new consumer who had only made time and curtain assignments and in fact looked after impressing them to increase our chances of adapting their MSP.In addition to our engineers, we hired a spouse who specialized in those implementations to make sure it wasn’t an “event.”One of the top critical data I learned from the launch call was that they had selected to do this task during their peak season (uf). Wait, it’s getting better …
We’ve controlled to navigate all this and keep things on track.The device was programmed and tested, the expert spouse made himself to be installed and dumped, all accumulated and stacked, knowledge migrated, changed and …Nothing The hosts didn’t talk to each other. We’ve done it several times in the lab without any problem.
We hired the manufacturer and went through the infinite grades until, despite both, something we decided that replacing the device was the next step.The new device arrived in a few hours. I went up until I discovered there was a more sensible manufacturing engineer to be on a convention platform on both steps.It was shown that we had done both and both steps correctly, even the result, the hosts may simply not see each other.
I made a series of phone calls with the manufacturer that resulted in sending a team to the visitor site to help (Think Linoge of Stephen King’s Storm of the Century, “Give me what I need and I’ll go”).
Did they have the same result, the next step? Take the appliance to the manufacturer’s lab for further troubleshooting.All this happened from Friday afternoon to Saturday night.We returned to the existing device and look forward to hearing from the manufacturer. The climbing team was pretty used to my hard paintings.at this point, I had normal updates.
The result? The cable that physically connects the two hosts upside down, all the time.For each team, except for our engineers who built and tested it in our lab, it was effectively reinstalled and overturned through our in-house team the following weekend.
The consumer was incredibly inspired by the way we scaled and resolved the situation temporarily.He soon followed a 36-month MSP contract.
For those who are locals in the Chicagoland area, hidden gems that I would invite to visit?
Kk:
Favorite moment/memory?
KK: The Blackhawks’ 2012-13 season is amazing to watch.They lost only one game in regulation in Game 25 to Colorado and had lost only 3 of 24 games at this time.They have lost only seven games all season and won the moment of the 3 Stanley Cups in the Quenneville era.
Finally, Chicago is a position where you can all four seasons in 1 day Which is your favorite?
KK: I like a few portions of all seasons, but I have to say that summer is my favorite because that’s when the toys come out.My husband Mark and I LOVE cars, sports, muscles, whatever you call it.We have a transmission and engine workshop, so at any given time we have at least one or two of our own allocation cars under construction.Right now, it’s his ratrods and him. Mine’s a Willys Jeep truck from the early ’60s and yours is a 30-year-old foreigner.
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Mindsight is a next-generation consulting firm that provides thoughtful and thoughtful insights into the high-tech situations faced by its Chicago-area clients.