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Article : Customer Service To be Remembered By

We asked industry professionals whether they could recall a really good customer experience they had recently - where they were ‘wowed’ by the service they received. Many of the responses showcase the fact that excellent customer service can still be found.

- a survey by Joss Jalbert, ContactCenterWorld.com

Karen Wenborn
Contact Centre Manager
Screwfix Direct Ltd
United Kingdom

"I ordered wine from a major retailer. Due to weather conditions, the delivery was delayed. In recompense I received a £50 credit on that order. Not a voucher for the future, but an immediate credit. Amazing!"

About Screwfix Direct Ltd

Screwfix Direct Limited operates as an online supplier of trade tools, fixings and accessories, and hardware products in the United Kingdom. Screwfix is the UK's supplier of tools, accessories and har... (read more)
 
Arnold Ward
Management Consultant
ACW
Canada

"I will share a recent experience I had with my auto insurance. I received my renewal from "the co-operators" and was shocked to see how much the rate had increased. I called them up and as usual I was greeted in a pleasant manner and the agent proceeded to tell me why rates increased. However, he then went on to say that he would review my policy and see if there were any changes I could make to reduce the rates. After a brief period on hold, he came back and indicated some options I had. He was frank, open, honest, and genuine, and I felt he was really looking out for my best interest. By the end of the call, he had provided me with a few options to reduce the cost, but the savings were not that substantial to warrant the reduction in coverage. In the end, I thanked him for his time, decided not to make any changes and proceeded to renew my insurance. I have dealt with "the co-operators" ever since insuring my first car many years ago, I have added multiple lines of business with them and have nothing but praise for the level of service I have received over the years. They are a good example of great customer service from the front office to the claims department."

 
Phil Taylor
Head Of Sales & Service Toronto
Tangerine
Canada

"Unfortunately I can not. The service I receive is usually adequate but nothing that stands out in my mind as a Wow experience."

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)
 

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Sarah Bolton
Manager
Ernst & Young
United Kingdom

"Yes for sure, it was just the other day. I was trying to complete an on line financial transaction, but having difficulty. My call the to call centre was handled by a lady who knew who I was and what I was trying to achieve on the web site before I even introduce myself, because she had been monitoring the issues internally. She gave me an immediate fix to the problem which allowed me to complete the transaction and then without prompting, later called me to confirm that all had gone through OK. I was impressed with the personal service I had experienced even through a faceless online organisation that I had no prior relationship with. I will recommend this service to others as a result"

About Ernst & Young

Ernst & Young (or "EY") is one of the largest professional services firms in the world and one of the Big Four auditors, along with PricewaterhouseCoopers (PwC), Deloitte Touche Tohmatsu (Deloitte) an... (read more)
 
Rosemary Turley
Marketing
NICE Systems
United States

"Travel industry - when booking a recent holiday the company paid immense attention to our personal details and tailored the service accordingly. When we arrived everything was specifically geared to meet the needs of a young family - from toys provided though to the fridge being stocked with child friendly food. The attention to detail and understanding of our life event and life style was impressive."

About NICE Systems

NICE (NASDAQ: NICE), is a worldwide provider of intent-based solutions that capture and analyze interactions and transactions, realize intent, and extract and leverage insights to deliver impact in re... (read more)
 
Richard Blank
Ceo
Costa Rica's Call Center
Costa Rica

"My banker has gone above and beyond to manage my personal and business accounts. The relationship started off the normal way: client and average bank teller to repeated courtesy calls on a weekly basis in order to ensure that everything is up to speed. In addition, my own mother receives a VIP treatment when she enters the branch. I have taken the liberty of sharing this multiple experiences with his superiors and fellow co workers. Since I live abroad and my account is in the U.S., I must rely on him to handle large amounts of money and to put all my fears to rest."

About Costa Rica's Call Center

Costa Rica's Call Center (CCC) is a telemarketing outsource company located in the capital city of San Jose, Costa Rica. Our main focus has been, and will always be to personally train each and every... (read more)
 
Nina Kawalek
CEO
RCCSP Professional Education Alliance
United States

"Almost any customer will feel somewhat "wowed" by contact with a service representative who (1) completely addresses the concern, and (2) offers something "extra" or "free" to the caller for their trouble. Again, scientific studies have identified exactly what behaviors callers associate with quality. Knowing what these behaviors and capabilities are, training customer service representatives to exhibit them, and creating an environment that encourages service employees to take initiative in these directions, is a matter of management know-how. Any contact center manager that takes the time and effort to learn the science of quality and implement quality monitoring processes can create a "wow" factor in their center."

About RCCSP Professional Education Alliance

RCCSP, celebrating a quarter century of service to the contact center industry, provides access to a portfolio of professional contact center industry certifications and accredited certification train... (read more)
 
Todd Baxter
Evp/Coo
Optum
United States

"American Express Platinum... I had just purchased a lifetime membership to "CLEAR" - an airport security screening service that allowed members to quickly pass through security checkpoints. Soon after my purchase, CLEAR unexpectedly shut down and the service was no longer available. There was no way to speak to a live agent at CLEAR, so I called American Express. They immediately placed a temporary credit on my account, called back the next day to confirm they had permanently removed the charge, sent an email confirming the same, and then followed up with a letter sent to my home apologizing for the inconvenience (which was really in no way their fault at all). In the few similar issues I've had with American Express over the years, they've consistently met (and often exceeded since having the Platinum card) my expectations. Their actions have ensured my loyalty (cardmember since college in 1989) and justified the upgrade to Platinum, which carries a hefty $450 annual fee."

About Optum

Optum is a provider of information and technology-enabled health services business dedicated to helping make the health system work better for everyone. Optum is powering modern health care with nearl... (read more)
 
Jackelene Aquino
Country Human Resource Manager
Concentrix Philippines
Philippines

"I purchased a household appliance recently, called their customer service when I found out that the cooling system was not working as it should, the agent that responded to me told me that they will replace the unit in 3 days and they did."

About Concentrix Philippines

Aditya Birla Minacs is a business solutions company that partners with global corporations in the manufacturing, retail, telecom, technology, media and entertainment, banking, insurance, healthcare an... (read more)
 
Chrissie Jay
Contact Centre Business Analyst
Nedbank Group Limited
South Africa

"I have an estate agent who sources tenants for an investment I have, she's great (see it links to the individual in the end) she follows up, keeps me in the loop and because of a long term relationship, even when I don't hear from her I'm comfortable that she's busy in the back ground because that's how I know her. So I guess there's a component of trust built up, that takes time. I know if I haven't heard from her, it's because she's working on it, not because she's doing nothing."

About Nedbank Group Limited

Nedbank Group Limited (Nedbank Group) is a bank holding company that operates as one of the four largest banking groups in South Africa through its principal banking subsidiaries, Nedbank Limited and... (read more)
 
Sue Marshall
Sales and Marketing Director
Respondez
United Kingdom

"I have a separate bank account which I use for just one or two transactions each month. There is a payment which goes into this account to cover them. A direct debit was due out (just today) and I had mistakenly used the account over the weekend, switching a transaction, meaning that there was not enough money in the account to cover the direct debit. The bank called me on my mobile, asked me if they should transfer some more money from the other account to cover it and sent out the direct debit. I was extremely impressed, they could have bounced the payment and charged me; but chose not to, saving embarassment, time and of course, money in charges!"

 

About ContactCenterWorld:
Company LogoContactCenterWorld is The Global Association for Contact Center & Customer Engagement Best Practices. Today we have over 205,000 corporate 'individual' members have joined the association's website 'ContactCenterWorld.com'. We were established in 1999.
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Today's Tip of the Day - Quality Of Service

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

Published: Friday, April 30, 2010

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