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
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)
"Yes. I bought framing services from a local custom framing shop that I’d had good experiences with. This time the finished product did not appeal to me as much as it did when I approved the sample. I expressed this, and the proprietor re-did the entire job without a single gripe and without charging a penny more. And the second job was gorgeous. Of course, I’ve given them all my framing business since then."
Sharphill Management Services
"Do you know this is quite difficult. I am rarely wowed by service these days, not because it is all bad (although much of it is!) but because my expectations are high. But here a couple of 'good service' examples... I recently ordered a baby cot from the web site of a national chain. The website said delivery would be 3-5 days, it arrived in 2 and was exactly as ordered.
I do most of my grocery shopping over the internet and realised that one item I had ordered was incorrect - my fault not theirs - so I took it back to the shop the next time I was going. I had no receipt or other proof of purchase but the assistant let me swap the goods for the one I should have ordered with no arguement and no hasssle - she even gave me 1p change!"
"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."
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)
"Switching to a ne HD home entertainment system. Power company service temporarily blacked out neghborhood power, corrupting my new HD cable box. It was late in the evening, but I readily got through to a "live body." In just a few moments, they had the box reset and operating. I was pleasd."
At Alorica, we only do one thing – we make lives better. How? By creating insanely great experiences for customers — online, on the phone and through social media. From acquisition and sales to custom... (read more)
"American Express offered to do all my Christmas shopping for me when my Mum died just before Christmas. Of course they would benefit but none of the other card companies offered to do this."
Call Center - Operations Manager
"I always buy pet food at the vet. A driving distance of about 10 miles. It was one of those hard winter days. At the vet the stock of pet food was exhausted. The next day i got the pet food by mail directly from the distributor. No bad weather conditions for me agian."
Ernst & Young
"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"
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)
Call Center Director
Global Premier Benefits
"It was actually an inter-departmental experience. I spoke with an individual in one department and explained my problem. They explained that they were not equipt to address my issue, but they could put me in contact with the department that could. They politely put me on hold. The person that next answered the line knew my name and the details of my concerns and already was prepared to move towards resolution. It required a follow-up the next day, but the same person called me and communicated the resolution and made sure that I was satisfied."
"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."
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)
Costa Rica's Call Center
"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."
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)
"Surprisingly from a public sector telecom institution. After having requested and paid for the add on broad band service, my service was connected within three days. With the technical team showing great patience in explaining to me how their system would work as well as how i could get in touch with the regional manager for follow up on any service issues"
"A telecoms company which we were thinking of leaving provided excellent service recovery with the head of organisation's PA personally ensuring that our requests were met, keeping in touch regularly and being available for a further query after our initial poor experience."
RCCSP Professional Education Alliance
"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."
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)
Contact Center Manager
"I was WOW'd at a UPS retail store in my neighborhood. We were shipping Christmas Gifts and needed special packaging for an unusual shaped box. We had exceptional service AND while we were being helped another clerk took a call and walked a customer through how to log onto the website and track a package. They also made sure that each customer was greeted as they entered the store."
"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."
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)
Global Hotline Philippines
"I was WOW'd by the service provided by the Akasaka Hotel in Tokyo, Their attendance barely spoke English but was very courteous, cordial and fast in attending to requests. From the moment I got off the chartered bus to the time I boarded it again a week later... the service was just awesome!"
"My account rep who provides my phone system support will answer my call any time day or night. That is very important when we operate 24x7x365 and I do not feel like my issue is being addressed adequately."
"Yes, a faulty unit which was just out of warranty was collected, the same HOUR I called the call center. The unit was repaired as it was under warranty"
Customer Contact Manager
"ORANGE mobile phone company. (sorry had to mention them by name) I had a problem with my phone. The adviser was SO! helpful, said he would call me back, he DID call me back, was patient and most of all worked with me until my problem was solved. It went across 2 days."
Renfrewshire (Scottish Gaelic: Siorrachd Rinn Friù) is one of 32 council areas of Scotland. Located in the west central Lowlands, it is one of three council areas contained within the boundaries of th... (read more)
Megan Easey and Associates
"I called the Irish Revenue Service. They had an organised call centre IVR (neither too long or too short), with self help explanations along the way. Reaching an agent was not difficult at any time, and when I spoke to someone, they sounded genuinely interested in my query. For the first time in a long time, an agent made me feel like I was the first person they had spoken to about that topic that day. They also went the extra mile - giving me extra information to make my tax application process more efficient. And this from a government organisation! I was well impressed!"
Country Human Resource Manager
"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."
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)
Customer Connect Australia Pty Ltd
"I recently had a problem with a pair of expensive motorcycle jeans - the kevlar lined ones. It was a niche clothing business and they sent me repair patches to match my pants free of charge, without being asked (all I did was ask them to help). Good experience, with one of the key ingredients of delight - the element of surprise!"
Contact Centre Business Analyst
Nedbank Group Limited
"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."
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)
Sales and Marketing Director
"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!"
Inland Revenue New Zealand
"Yes - purchasing an engagement ring. We went to a jeweller who spoke to us about styles, what our price range was, what we liked and then sketched something up which we liked. He had it made and then we went to see the 'draft ring'. At this stage he recommended we actually use less diamonds as it better suited the style to have fewer - he was in effect asking us to spend less, but get something we would better like. This final ring was brilliant and exactly what we wanted at less than we had planned to spend. Very impressed."
Today's Tip of the Day - Choosing a Vendor
ContactCenterWorld 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.
Published: Friday, April 30, 2010
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