{"id":64889,"date":"2021-09-20T12:07:00","date_gmt":"2021-09-20T12:07:00","guid":{"rendered":"https:\/\/kepner-tregoe.com\/about\/client-success-stories\/when-customer-satisfaction-is-at-the-heart-and-soul-of-a-company\/"},"modified":"2021-09-20T12:07:00","modified_gmt":"2021-09-20T12:07:00","slug":"when-customer-satisfaction-is-at-the-heart-and-soul-of-a-company","status":"publish","type":"client-success-story","link":"https:\/\/kepner-tregoe.com\/de\/about\/client-success-stories\/when-customer-satisfaction-is-at-the-heart-and-soul-of-a-company\/","title":{"rendered":"Wenn Kundenzufriedenheit das Herzst\u00fcck eines Unternehmens ist"},"content":{"rendered":"

<\/h2>\n

<\/h2>\n

Kunde<\/h3>\n

Cisco Systems, Inc. ist der weltweit f\u00fchrende Anbieter von Netzwerkl\u00f6sungen f\u00fcr das Internet. Laut John Chambers, Pr\u00e4sident und CEO von Cisco, \u201eist Kundenzufriedenheit das Herz und die Seele unseres Unternehmens.\u201c Das Cisco Technical Assistance Center (TAC) in Br\u00fcssel bietet preisgekr\u00f6nten Post-Sales-Support f\u00fcr Tausende von Anrufen aus Europa, dem Nahen Osten und Afrika (EMEA) sowie weltweiten Zeitzonen-Support. Die 250 TAC-Ingenieure, die die komplexesten F\u00e4lle bearbeiten, geh\u00f6ren zu den besten und kl\u00fcgsten Mitarbeitern von Cisco. <\/p>\n

Herausforderung<\/h3>\n

Die Ums\u00e4tze, Kundenstandards und Erwartungen von Cisco stiegen auch nach dem Platzen der Dotcom-Blase weiter an. \u201eWenn die M\u00e4rkte r\u00fcckl\u00e4ufig sind, muss man sich auf die Menschen konzentrieren\u201c, sagt Frank Van Steenwinkel, Director of Technical Support. \u201eSchulungen sind der Schl\u00fcssel. W\u00e4hrend andere Unternehmen Personal abbauen, sind wir davon \u00fcberzeugt, dass Schulungen eine strategische Komponente sind, um die Messlatte h\u00f6her zu legen und uns von unseren Wettbewerbern abzuheben.\u201c Die meisten der komplexen Probleme, die vom TAC bearbeitet werden, wurden noch nie zuvor beobachtet und viele m\u00fcssen dringend gel\u00f6st werden, da jede Minute Netzwerkausfall teuer ist. Er suchte nach einem Programm, das diese Herausforderungen bew\u00e4ltigen und eine signifikante Leistungssteigerung erm\u00f6glichen k\u00f6nnte. <\/p>\n

Vorgehen<\/h3>\n

KT Resolve lieferte mit seiner nachweislichen Erfolgsbilanz die L\u00f6sung. Zun\u00e4chst wurden 14 TAC-Ingenieure zu zertifizierten KT Resolve Program Leaders (PLs) ausgebildet. Das PL-Team vermittelte 200 TAC-Ingenieuren praktische Analyse- und Kommunikationsf\u00e4higkeiten, bot arbeitsbezogenes Coaching an und half dem Managementteam, das Arbeitsumfeld an den neuen Ansatz anzupassen. Da die meisten Kundeninteraktionen per E-Mail und interaktivem Chat stattfinden, ist Online-Kommunikation eine Schl\u00fcsselkompetenz. KT beriet Cisco zu Zeitpl\u00e4nen, Durchsetzungsverm\u00f6gen und kundenorientiertem Verhalten in der elektronischen Kommunikation. <\/p>\n

Ergebnisse<\/h3>\n

Der auf kritischem Denken basierende Ansatz von KT Resolve half den TAC-Ingenieuren, einzigartige, komplexe Probleme schnell zu l\u00f6sen. Die R\u00fcckst\u00e4nde im Kundenservice sanken von 80 auf 20 pro Monat, was Stress reduzierte und die Arbeitszufriedenheit erh\u00f6hte. Die durchschnittliche L\u00f6sungszeit sank um 58 %, wodurch das EMEA TAC die h\u00f6chste Steigerung der Post-Sales-Support-Zufriedenheit unter allen Cisco TACs weltweit verzeichnen konnte. Die durchschnittlichen R\u00fcckst\u00e4nde bei Kundenservicef\u00e4llen sanken von 80 auf 20 pro Monat. <\/p>\n

Mithilfe des KT Resolve-Prozesses kann ich Kundenprobleme schneller l\u00f6sen. Dadurch konnte mein R\u00fcckstand um \u00fcber 65 % reduziert werden. \u2014 Rik Boven, Cisco Customer Support Engineer <\/p><\/blockquote>\n

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