When he got CLIENTpulse plugged in, he created segments by Account Managers, making it easy to see whose clients were the happiest and who suffered from dissatisfaction.
By filtering results by Account Manager segments, he quickly saw one Account Manager struggling. It was the most junior manager, a recent hire. Our client wasn’t surprised. Rather, he was disappointed with himself for not doing a better job of training and educating his newest employee on service expectations and the agency’s resources.
He set out to turn things around. He developed better onboarding and resource guides for all the Account Managers, and personally coached the new hire to revamp his service approach.
By the time the next batch of client surveys rolled along, our client had a solid process in place to educate all new employees. And, the junior employees’ clients had the same satisfaction levels as those of his more senior peers.