The secret to top performer Denny Lee’s success
Inbound sales agent, Chung “Denny” Lee is no stranger to what it takes to make and exceed goals. He’s consistently a monthly top performer focused on net revenue per call, and his contributions are key to driving our revenue growth. We recently connected with Denny to learn more about the secret to his success and what keeps him busy outside of work.
How long have you worked at Cox?
My journey at Cox Communications began in March of 2019. While I’ve only been at CCI for a little over a year and a half, I’ve worked determinedly in telecommunications for more than six years and in customer service my entire career. While there are a million things that I love about my job, what I love most are the individuals that I get to engage/work with daily. We are a community of employees that share the same vision and goals. We challenge each other professionally and seek to create a positive organizational culture that inspires and motivates.
What’s the secret to your success?
I seek to create a memorable and unparalleled experience for my customers. My long-standing customer service experience has taught me to understand the customer journey and tailor my strategy to provide solutions that add value to their lives. The most vital component of this is to listen diligently, get to know and personalize each of your customer’s experiences. I strive to build trust by being honest and helpful. I’ve also been given the opportunity to mentor others and have constantly reiterated that “being yourself” is your most important asset – “Cox hired you to be YOU.”
Building a strong connection with the customer is vital to increasing our net revenue. Customers are more prone to remember a unique, personable and sincere representative over those who are robotic and scripted. My mission for every call is to acquire max revenue; this can only be achieved by listening to the customer and helping them get from point A (a need) to point B (a solution) as effectively and efficiently as possible. Another very important key point to note is that a large portion of my determination is fueled by the idea of winning the ‘Torch Award.’ This is the highest honor you can receive in sales at Cox and I have my eyes set on the prize. I’ve been working tirelessly to develop myself so that I can create a bright and successful future.
Have you done anything differently in the past six months to stay productive?
COVID-19 has changed the landscape in which many industries operate their business. Fortunately, I have not found a need to tailor how I work to improve or increase my sales success. On a personal note, I make it a priority to maintain a level of optimism and appreciate everything that I have, more than everything that I do not have. Also, I’ve found that the pandemic has given me and the customer a middle ground. It’s allowed me to relate to what the customer is experiencing every day and facilitates a new level of trust. This opens opportunities to position higher levels of services along with additional services customers don’t normally call about.
Do you have a favorite customer experience that you can share?
A few months ago, I received a call from an irate customer who was demanding to speak to a supervisor/manager. The customer would not explain what they were upset about, only stating that they “have wasted days on the phone and have become tired of not getting results.” In a sincere and genuine manner, I informed the customer that I would do everything within my power to resolve their issue and that if I was unable to do so, I would make sure I found someone who could. First, I confirmed their best contact number if the call disconnected, that alone opened a window of trust for the customer.
The customer was at a new construction home and had not been contacted for an appointment and urgently needed services. These kinds of issues can take time to resolve, so I worked with our team to schedule the customer, while also confirming what services they were trying to acquire. The customer didn’t know we offer home security – and while I did not get the home security sale, I did obtain an automation out of it with higher Internet speed. I worked with the comm center to get it scheduled and resolved. The most rewarding part was that I gained an upgrade out of it and left the customer with a positive and unforgettable experience. Most importantly, the customer has my number and extension when they’re ready to upgrade.
And when you’re not at work, what fills your plate?
I love traveling whenever possible. I’m a huge foodie and if I could have dinner with anyone, it would be Dwayne “The Rock” Johnson. I enjoy staying healthy and going to the gym. Helping others is also something that is truly rewarding to me.
Denny not only focuses on his day-to-day tasks. He enjoys mentoring others and often shares his experiences and lessons learned at new hire orientations. He describes his work environment as rewarding, fulfilling and incredible.
Want to read more stories like this or discover a day in the life of our technology teams at Cox? Check out our employee blog or search for open roles to learn more.