Jo Atkinson

Customer Retention Specialist @Kingswood Mobility Group

Droitwich Spa, GB

Kingswood Mobility Group was founded in 1997, and has gone on to be the UK\'s market leader in manufacturing mobility aids. These include riser recliner chairs, adjustable beds and bath lifts and a separate service to install wet rooms or walk-in baths and showers.As the Customer Retention Specialist, it is my role to call every customer, who has expressed a wish to cancel their order prior to delivery or those who have questions before placing an order in the first place and retain them on the customer journey-Increased ‘order saves’ from 7% to 31% within the first 3 months -Use active listening skills to determine reasons and de-escalate complaint if necessary-Build trust within the first 10-20 seconds of the call with effective tone of voice-Use probing questions to establish root cause of cancellation or hesitation to buy, enabling effective objection-handling -Demonstrate empathy with customer circumstances/medical needs and build a rapport instantaneously -Explore and calculate different options to encourage customers to proceed with their orders, including pre-manufactured stock options, justifying higher discounts, offering finance, changing warranty periods and stripping optional extras to reduce order value in line with customer need

South East Essex College

GNVQ Advanced, Media & Production

BCS, The Chartered Institute for IT

Foundation, Business Analysis