Specialising in customer service

MSN has one of the largest web presences in the world, providing communications and news services to home and business users. This also provides them with one of the most marketable advertising spaces – a key way of generating income for the organisation.

Epic has recently worked with MSN to support the success of this strategy.

The challenge

Developing relationships with key clients is at the core of MSN’s service offering – the better they understand the needs of the audience, the more they can sell.

A global programme has been developed – Conditions of Satisfaction – and many of the staff have been trained. But is it being used? Are customers really being asked for detailed feedback, and are MSN staff acting on it?

The solution

Epic analysed the target audience – a vibrant group of active sales people. We needed to show both the theory behind the approach and the benefits of success.

Following an awareness quiz to help them and understand their attitude to the approach, users are asked to review the idea behind the approach and then try it out. By responding to questions, they see their client’s reaction – a chance to try out their customer service before working directly with the real thing.

Video of real account managers is used to provide authenticity, and MSN can gather evidence that account managers are completing their annual plans by collecting them via e-mail. The programme is also designed to be localised into 14 languages – a truly global approach.

The outcome

The product will receive a global roll-out in 2007, being delivered to all account managers and replacing the current face-to-face intervention.

Eric Rumsey, MSN Learning and Development Manager:

‘I have thoroughly enjoyed working with Epic. The team’s responsiveness to our needs and demonstrated level of expertise has been wonderful.’