From the ANA TELEMART Communications Skills Competition
Compassionate Communications with Each Customer
The annual ANA Group competition season has arrived, when a variety of events are held for customer-facing staff across the Group to show off their communication skills and learn from each other.
This season’s first competition was the ANA TELEMART Communications Skills Competition held on November 10, 2016. As the ANA Group’s central contact center, ANA TELEMART is responsible for providing customers with timely information on domestic and international flight reservations and ANA Mileage Club (AMC). Its motto is to “recognize each customer’s situation or feelings, and communicate in a compassionate manner.”
The theme of this year’s 14th annual competition was “To Be at the Side of Each Customer: Next Time with ANA, Always with ANA.” Nine communications specialists selected from call centers around the country who participated in numerous workshops and training programs, competed on their telephone communication skills.
This year’s champion was Kayoko Kon from the Sapporo Office’s AMC group. She was rated highly for both the accuracy of the information she provided and her reassuring communication style. On winning first place, Ms. Kon commented, “I never want to hang up with a customer who is feeling insecure. After carefully responding to the customer by understanding their feelings, and I hear them say, ‘Thank you, I understand everything now,’ it makes me so happy I could cry.”
ANA’s previous President Osamu Shinobe was on the panel of judges and gave these encouraging words, “I hope you will all continue to refine the quality of your communications so that our customers are satisfied that they are receiving one of the world’s highest level of services from ANA’s contact center.”
To discern each customer’s situation and feelings through the phone, consider what the customer might need next, and offer the appropriate information to the customer’s satisfaction is our goal. We will continue to communicate with compassion, by being at the side of the customers, so that they can feel good about choosing us -- “Next Time with ANA” and “Always with ANA.”
