Customer Service Excellence Review #12 - Talkdesk - ContactCenterWorld.com Blog
Happy Tuesday, pursuers of excellence! For this week’s Customer Service Excellence Review, I decided to play a game of Follow the Leader.
It’s important when you’re examining a concept to look at broad ideas as well as specific examples. For the most part, this series takes a look at the big picture. Occasionally I’ll highlight a particularly good or bad example company.
This week is different; every insight is taken directly from the experience of an industry leader. Let’s see what they have to say about customer service excellence.
Zulily had a great response after a customer tried to return a coat
Business Insider || January 14, 2016
Zulily customer Kelly Blue Kinkel took to Facebook to cheer about her amazing customer service experience. Kinkel had ordered a coat online, but when it arrived, she decided she’d like to return it. She phoned in to customer support and inquired about returns. The customer service representative told her that she would receive a full refund, but that she should keep the coat and give it to someone in need. Kinkel was blown away by this act of kindness. She ended her Facebook post saying, “I thought Zulily was pretty incredible before, but after today, I’m a customer for LIFE. The world needs more LOVE like that. Honest business. Honest ethics. How refreshing!”
Walt Disney’s Wisdom: 10 Customer Service Lessons
Forbes || January 16, 2016
The name “Walt Disney” is associated worldwide with magical experiences. Even the biggest, bulkiest football player might be heard to say he’s going to Disney World. This reputation is earned every day by the conscious effort put into Disney branding. In this article, Forbes contributor Shep Hyken runs through a number of Walt Disney quotes as they relate to customer service excellence. My favorite? “Just because it’s what’s done, doesn’t mean it’s what should be done.” – Cinderella.
MindTouch Scores $12 Million To Help Customers Find Answers Online
TechCrunch || January 14, 2016
Startup MindTouch was just given a hefty sum to continue developing their product. MindTouch is designed to help both companies and customers. Their software processes existing information on other companies websites so that their customers are able to access the information easier and more quickly. By connecting customers with available but not readily accessed resources, MindTouch improves the customer experience and can lead to more sales.
Publish Date: January 19, 2016 5:00 AM
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