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Article : Customer Service: Above and Beyond Expectations

We asked contact center professionals whether they could recall a really good customer experience they had recently - where they were literally wowed by the service they had received.

- A survey by Joss Jalbert, ContactCenterWorld.com

Dale Smith
Md
United Kingdom

"As above the service that I continously recieve from Molton Brown is excellent and now the number one stop for that gift purchase. The staff are knowledgable about their products, believe in them and enjoy talking about them with customers. Been to half a dozen shops and the same consitent service was recieved in all."

 
Jacqueline Naughton
Founder
BYC Aqua Solutions
South Africa

"Calling to increase bandwidth on ADSL, I received prompt, knowledgable and delivered to promise service. The agent was polite, and offered additional assistance, I didn't feel processed which is rare"

About BYC Aqua Solutions

BYC provides Outsourced Quality Assessment services to the call centre industry as well as license of our 'plug and play' QA and Coaching reporting tool
 
Silvio Stroescu
Head of National Channels, Analytics and Support
Tangerine
Canada

"We purchased appliances with a delivery date set for two months from the purchase date, aligned with our original closing date for a our home. As a result of a change in closing date, we had to move up our delivery date, creating a heightened sense of urgency and increased pressure on our supplier. Our account manager was instrumental in coordinating the change with all stakeholders (i.e. manufacturer, supplier warehouse and delivery team). The WOW moment occurred a day before our closing when we received a call from the account manager confirming the delivery was set and all was in order. While this was the positive outcome we were seeking, the account manager was calling us on his day off. He had spent the morning making the necessary calls from his home to confirm we, in his own words, "had a fridge to keep the milk fresh for our kids"."

About Tangerine

Tangerine Bank, operating as Tangerine, is a Canadian direct bank and a subsidiary of Scotiabank. It offers savings accounts, Tax-Free Savings Accounts (TFSA), Guaranteed Investment Certificates (GIC)... (read more)
 
Teck Heng Wang
Industry Watcher
Self employed
Singapore

"I brought my family to a Japanese Restaurant. I have a 18-month old daughter. The service staff took the initiative arrange for a table in a corner. Plastic fork, spoon and saucer were provided. When we were having our desert, my daughter start making a fuss. The service staff came to my table with a toy bus to keep her entertained. This is truly unbelievable!"

 
Douglas Utley
Partner
ScottMadden, Inc.
United States

"I was in a Chicago cab that pulled up to a signal near the restaurant where a group of us had a reservation. Before the cab could pull over, my colleagues hopped out of the cab while I scrambled to pay the cabbie after the light had turned green. With cars honking behind us, I gave the cabbie what I thought was $8. Some 15 minutes later, while having a drink at the bar waiting for our table, the cabbie appeared and presented me with $5 that I had inadvertently overpaid. Needless to say, I was in a state of shock. After I collected myself, I ran out the door to catch the cabbie to return the $5 as extra gratuity for his honesty and service. In my mind, that is great customer service--do what the customer does not expect--provide more service at less cost."

 
Andy Hanselman
Partner
Andy Hanselman Consulting
United Kingdom

"Arriving at brand consultancy Purple Circle for a meeting and getting a cup of coffee black, no sugar (just how I like it) without being asked - they'd remembered from my last visit there a few months earlier. It's not a massive thing, but that's the best bit - 'wow'ing customers is often about the small things that make them feel 'valued'!"

About Andy Hanselman Consulting

I help businesses and their people create competitive advantage by 'thinking in 3D’! That means being ‘Dramatically and Demonstrably Different’! I research, speak about, write about and work with high... (read more)
 

About ContactCenterWorld:
Company Logo# ContactCenterWorld ContactCenterWorld is The Global Association for Contact Center & Customer Engagement Best Practices. Today we have over 215,000 corporate 'individual' members have joined the association's website 'ContactCenterWorld.com'. We were established in 1999. www.contactcenterworld.com
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Today's Tip of the Day - Information Gathering Saves Your Company …

Read today's tip or listen to it on podcast.

Published: Thursday, April 15, 2010

Printer Friendly Version Printer friendly version

2024 Buyers Guide Recruitment Products/Services

 
1.) 
MainTrax

HireTrax
HireTrax, MainTrax's standalone pre-hire virtual interviewing solution, automatically analyzes the behavioral characteristics found in each candidate's VOICE to help you select reps better suited for the specific job at hand. After all, agents speak with your customers for hours each day so it's vital they possess the behavioral characteristics and personality traits necessary to be successful. By picking those with tendencies of empathy and positive behavioral traits, you'll have a higher caliber of candidates who will perform better on the job and stay.

2.) 
Vads

VADS Recruitment Services
VADS Indonesia provides a recruitment process with strict selection with various requirements according to client needs. VADS Indonesia also has a database of trained candidates so that it can meet the agent needs quickly and in large numbers.

3.) 
SalesMatch Ltd

Contact Centre Behavioural Assessments
SalesMatch is an intelligent web based sales and contact centre behavioural assessment platform. It is based on the well known, tried and tested DISC psychometric theory, used by thousands of organisations round the world.

- Reduces Agent Attrition - By selecting the right agent for the role
- Increases Performance - By matching the character profile to the task
- Reduces Time Off - A well matched profile to the role reduced work
stress
- Reduces Recruitment Costs - By early identification of the right candidates

Putting the right person in the job role has become the key focus in the drive...
(read more)

4.) 
TactiCall Recruitment Services

TactiCall Recruitment Services
Permanent Placement
Temporary / Labour Hire / Contingent and Contract Hire
Recruitment Consulting Services
Assessment Centre Design and Facilitation
 

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