First Quarter Newsletter

Transcription

1 Page 1 of 5 First Quarter Newsletter Dear Cathy, Winter 2009 In This Issue Letter from President Delivering Exemplary Customer Service Event Title Over the past year I've had the pleasure of reconnecting with an old college friend who has built an amazing reputation as a fashion and celebrity photographer. In town, a few weeks ago--for a magazine shoot--it was fun to see him in action; not only to experience firsthand how he had grown professionally, but also finding comfort in what had remained the same. Over the years he has definitely honed his technique and personal style, yet the core of his creative approach has remained intact. We spent quite a bit of time discussing the challenges we've faced in establishing our careers. Despite having taking dramatically different paths, we've found more similarities than differences. Ultimately, we are both small-business owners who value our independence and struggle to find balance. A few "truths" on which we found we agree include: Stay true to yourself Seek out and learn from the best in your field Repay your debts and extend a hand to the next generation Work hard and be smart Find your unique niche Actually, these align pretty closely with the WICT Touchstones: know yourself, communicate, listen, connect, be a catalyst, be fearless and inspire. This coming fall we have an amazing lineup of programs designed to deliver on these touchstones. I hope to see you all there! All my best, Kathy Alexander WICT Greater Chicago

2 Page 2 of 5 Thank You Lunch February 5, 2009 Over 75 members joined us to celebrate our accomplishments and say "thanks" to our 2008 sponsors, expert speakers and volunteers. Speed Networking - Chicago Edition April 17, 2008 Combine 8 industry experts and nearly 90 willing participants, keep the clock ticking and voila - everyone learns something new! Table hosts focused on being a "selffinisher," managing diverse work teams, tips for managing up, smiling to success, communicating effectively in meetings, mapping your network and intergrating home, work and community Speed Networking- Milwaukee Edition June 25, 2008 Over 30 of our Wisconsin colleagues joined us for a more low-key version of Speed Networking sharing key lessons on person branding, work-life balance, managing up and having a positive attitude. Mentoring for Managers Levels I& II On June 26th, 28 members gained new insight into how to be a more effective mentor. Perrone-Ambrose faciliated a half-day session designed to build confidence in using listening and questionning skills. Registration for the Level II session on August 21st is still open, although it is strongly recommended that you take Level I before Level II. In this session participants will learn to recognize strategic coaching opportunities, hone mentoring skills through practice and develop the ability to give honest feedback as an integral part of mentoring. The cost is $75 for this half-day seminar. REGISTER TODAY! Rising Star Mentoring Update Mentoring pairs transitioned June 9th. Perrone-Ambrose, our partner in Mentoring program, facilitated introducing the new pairs and training on best practices for mentors and mentees. Interested in learning more about being a mentor or a mentee - contact Cathy Traczek or Jen Holt. Now Accepting Nominations for the 2008 Breaking the Mold Awards!! Do you know someone one who is truly exemplifies the WICT touchstones and is a true leader in her field? Each year we honor the best and brightest members in the Greater Chicago area. Honor your friends and colleagues by submitting a nomination form by September 5th. Nomination forms and descriptions of each award are available at the WICT Greater Chicago website. What's Next? Mentoring for Managers II Comcast Oak Brook August 21 Registration Open WICT PAR Initiative FUNraiser Diversey Bowl September 11 Registration Open Breaking the Mold Awards Ceremony Location TBD October 30 Tech It Out Case Study Competition Sponsored by Motorola Location TBD December 11 Holiday Wrap-Up The Grotto Oak Brook December 11 THE RESULTS ARE IN Customer Speak Out! Delivering Exemplary Customer Service On May 29 th eight customers "spoke out" in Oak Brook on the topic of customer service from all the companies with which they deal - what they expect, what

3 Page 3 of 5 excites them, and what upsets them. They represented Comcast, WOW, and DirecTV. All had broadband access from Comcast, WOW, or AT&T. They came from the western suburbs, Chicago, and even northwest Indiana. The cable company is neither saint nor sinner. Customers offered stories of what they considered superior services from retailers, airlines, and even the Secretary of State's office. And they narrated examples of horrendous service also from retailers, restaurants and the like. And, anecdotes about the cable television service fell on both extremes. Customers expect to be treated well and with concern. Customers want their time and their need for a solution respected, particularly on the telephone. So they want or expect: Knowledgeable assistance. They want the representatives they contact to know their products and to know them. They do not want to have to repeat their problems or vital information multiple times. Professionalism. Customers want to sense that they are dealing with people who are taking their problems seriously and genuinely care about solving them. Personal treatment. They want to feel that they are being treated as individuals, not as numbers. They like to be referred to by their names. Immediate answers. They do not like to be shuttled around. They do not want their calls transferred more than once. As one woman said, "Take care of me, treat me well, help me, don't transfer me." Superior service is delivering the unexpected. The stories customers told us about superior customer service were remarkable: One woman told us about a personal shopper at a local department store who, over the course of a month, located 160 stuffed monkeys at a discount for a children's charity. One man had his luggage lost by an airline on a trip to Las Vegas. He was amazed that they gave him $600 and $100 in future tickets. They also found his luggage. He was amazed that the airlines seemed to care so much. A woman received a notification of an unpaid traffic ticket she had never received. A woman at the Secretary of State's office helped her navigate the bureaucracy; she even called Springfield for her. The woman was impressed enough to remember the name of the woman who helped her. One of our customers struck up such a personal relationship with a bartender on a cruise, that the bartender wrote him a month after the cruise and sent him a picture. The man booked another cruise with the same line. Finally, one of our customers said Comcast had to canceled an installation because of severe thunderstorms. When he explained how important the service was to his business, Comcast rescheduled for the next day, sending a manager out to complete the hook up. These stories of superior service reveal the keys to impressing customers. Recognize that customers have problems that cause a certain level of

4 Page 4 of 5 anxiety. You are not simply solving a problem; you are relieving that anxiety. Representatives who take ownership of a problem and solve it impress customers. And, they follow up to be sure it is solved. Customers want personal attention by someone with the power to make things happen. The younger customers might have accepted impersonal solutions over the internet, but most of the customers want to talk to a real person. They want to believe that they have received something out of the ordinary. Cable companies do not stand out. Yes, we heard a few very positive stories about cable companies and one horror story. But, the general sense was that cable companies did not make much of an impression. There is always lurking in the background a reputation, deserved or not, for things like missed service calls, wait times, and rate increases. When there are no problems, there is just a simple satisfaction with the company. As one man said, "I am satisfied with WOW because I never have to deal with them. I have no reason to call; I am getting all I want." But one of the woman put this in a less rosy perspective. "In my community, we look at Comcast as the only provider. [We are] obligated." True, cable companies need to offer customers personal, knowledgeable solutions to their problems, but they also need to keep in contact with their customers to build loyalty and enhance the service experience. By so doing, they have more opportunity to stand out. Thank You to our 2008 Sponsors!! TV Guide, W&E Inc. Broadband Interactive and Spectrum Technical Services Sponsorship is essential to our mission of promoting and supporting women leaders! Through our sponsors we are able to keep all of our programs accessible to our broader membership base and continue to offer our award-winning Rising Star Mentoring program for FREE. For more information on available sponsorship opportunities for 2009, please contact Ed Whittle or Olivia Alger Chiu For more information on becoming a member, getting more involved or sponsoring event, please contact Kathy Alexander, President, or one of the 2009 Board Members. Also don't forget to check out the WICT National website for information on upcoming events, educational programs and plenty of resources for building your career! Sept , Executive Development Seminar (EDS) - Rancho Santa Fe, CA Oct , Cable Boot Camp - The Cable Center, Denver, CO

5 Page 5 of 5 Nov. 20, WICT Benefit Gala - Washington, DC Forward Marketing by This was sent to cathy_traczek@cable.comcast.com by kathy@beagleinsight.com. Update Profile/ Address Instant removal with SafeUnsubscribe Privacy Policy. WICT Greater Chicago c/o Kathy Alexander, President 303 Addison Road Riverside IL 60546