The New Role of the Customer Experience Coordinator: Providing Superior Value

In part one of this series, we emphasized the important role of the Customer Experience Coordinator (CEC) in promoting company confidence to the customer. Promoting company confidence is a chief task of the CEC, who, upon answering that first phone call, acts as a liaison between the customer and your sales and installation teams.

However, the CEC does more than just set the foundation for the customer’s experience; it is also an important part of communicating the value of your company’s services.

Providing Superior Value

Value isn’t limited to dollar discounts—it’s about showing commitment to customer needs. The CEC is responsible for finding creative ways to increase your company’s value in the customer’s mind while setting the stage for more closed sales.

Some of their strategies might include:

• Research the customer’s neighborhood and cross-reference the area with recent sales (i.e., what products and services are the neighbors buying?), then provide that information to the sales team.
• Communicate specific product and service add-ons and educate customers on local, state, and federal tax incentives and local utility rebates.
• Compile testimonials and before-and-after photos of completed jobs that your sales team can use to show a track record of success.
• Provide customers with financing options to promote the affordability of high-efficiency equipment and accessories.
• Nurture leads by educating customers on your company’s high-efficiency equipment, accessories, and financing options.
• Follow up with customers to ensure satisfaction and to secure their testimonials.

Consistency is key, and a CEC who works with their team to maintain a high level of value and service is poised for success. “It all boils down to that excellent client care that we’re all looking for,” says BDR Service Coach Catherine Bares. “A structured process today means more sales tomorrow.”

The CEC provides the structure for a customer experience that

effectively portrays your company’s value. Is your team conveying your company’s value to the customer?

Want to master internal and external communication to drive customer satisfaction? Consider attending BDR’s two-day Customer Experience University workshop.

About the Author

Catherine Bares has over two decades of HVAC experience, primarily focused on service operations and sales. She held numerous positions over the years, from a dispatcher to a service manager and working her way up to general manager. While service is her passion, Catherine has proven total-company operations knowledge and has demonstrated her ability to manage, coach, train, and inspire.  Learn more about BDR at www.bdrco.com.

Want to know more about the critical role of listening and how to utilize this skill to tailor the customer experience?