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Article : Who Is the Best in Customer Service

With so many companies providing different services, the range in quality customer service must be just as diverse. We wanted to know which industry sectors provided great service and which ones were poor, so we asked industry professionals for their opinions.

- a survey by Joss Jalbert,

Sarah-Jane Heber-Hall
Operations Director
Computertel Ltd.
United Kingdom

"Whilst there will be certain industries that stand out, I think you have ambassadors in every industry sector and others that will fail miserably. The ambassadors however, will all share a common ethos, which will be the desire and passion to deliver exceptional and tailored customer service, which is shared by all within the company. The industry which best realises these objectives, in my opinion, is in the hotel and restaurant industry. The industry that under-delivers, in my opinion, is in the public transport industry."

Dale Smith
United Kingdom

"In my experience as a customer I do not recall the last time a company gave me a positive memerable service. Wait - I take that back and I will name them as excellent at service delivery Molton Brown."

Aminudin Zainodin
Assistant General Manager
Hong Leong Bank

"The Telco I guess. Reason being in Malaysia, people can't simple live without handphones. It has becoming the most important tools in our daily life & we do expect it to work 100% all the time. The telcos has been the 1st to realize the important of customer service & had been actively investing in Customer Service Technologies & people development to keep up with the momentum."

About Hong Leong Bank

Hong Leong Bank is a bank in Malaysia. Hong Leong Bank was founded by Lam Ji Chiew and began its operations in 1905 in Kuching, Sarawak under the name of Kwong Lee Mortgage & Remittance Company.
Silvio Stroescu
Head of National Channels, Analytics and Support

"The banking sector has been heavily scrutinized on a global scale over the last couple of years. Majority of the banks are responding well, some even making their customer service strategy a key value driver for clients. Extended hours of operation and the introduction of new channels of interaction with clients (i.e. online chat) are prime examples of a constantly improving customer experience in the banking sector. On the other hand, government offices seem to lag most industries in terms of customer service. It appears to be more difficult to establish a service oriented culture in these areas."

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)
Phil Taylor
Chief Member Experience Officer
DUCA Financial Services Credit Union Ltd.

"Telecommunications has been the sector I personally have had the most negative client experiences with in recent times. This is typically in relation to their size and the amount of people you need to speak with to have an issue resolved.

On the opposite side I found that the banking sector has truly come a long way in the past couple of years in improving and focusing on their customer service."

Teck Heng Wang
Industry Watcher
Self employed

"Spas and resorts still are the ones providing great service, this is the customer promise and an experience we pay for. No frills products and convenience shops are still the ones which provide poorer service."

Jonathan Grant
United Kingdom

"I have had some excellent service experiences from the financial sector as it understands the importance of having customer details to hand when it is required. It is essential that when a customer calls the contact centre operative knows what has been discussed in the past and also has the right expertise to deal with any enquiry. As soon as a consumer starts being transferred to different departments and has to provide their details more than once their experience begins to decline.

One of the worst offenders for service is web based businesses. Often these companies will deliberately hide contact details to keep all interaction online and ensure that contact centre communication is kept to a minimum. This can provide bad feeling, especially when a customer needs something resolved straight away."

About Vonage

Vonage (NYSE: VG) is a provider of communications services connecting individuals through broadband devices worldwide. Our technology serves approximately 2.4 million subscribers. We provide communica... (read more)
Jackelene Aquino
Country Human Resource Manager
Concentrix Philippines

"The manufacturing industry are now providing great service because they have already identified that they should sub-contract their non-core business to contact centers and concentrate mostly on improving their products."

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 think banks provide great service, the challenges they get 100 things right and it takes only one to spoil it. Most customers don't even see what they get right anymore, they just take it for granted. - Smaller one on one companies still provide a great interaction because they have to and its personal"

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)
Niels Kjellerup

"Good to excellent service is provided by companies who understand how service adds value to their business model.
Bad service is provided by companies who have failed to see how service adds value to the companies future growth and profitability.
Worst service is provided by 1) Mobile Phone companies, 2) Credit Card companies, 3) Internetservice Providers and 3) IT Software companies."

Dave Thomson
European Marketing Manager
United Kingdom

"I don't think any industry stands out, but there are organizations that stand out e.g. Amazon for the ease of ordering on their website, the John Lewis Partnership for their helpful staff in store, Nationwide Building Society for their fast and efficient call center."

About Cisco

Cisco provides Unified Customer Contact solutions that extend customer care beyond simple phone transactions and the traditional contact centre to unique content-rich customer centric experiences. The... (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 ''. We were established in 1999.
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Today's Tip of the Day - 0 - 100% Rollout Can Hurt

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

Published: Thursday, April 29, 2010

Printer Friendly Version Printer friendly version

2024 Buyers Guide Payment Services


CallGuard, ChatGuard,
Securing payments for on-premise or remote agents for telephone, IVR, web, mobile, Chat and Chatbot.

A patented technology that is flexible way to take secure, PCI DSS compliant payments via live agents over the telephone, web, Chat, Chatbot, or IVR. No sensitive data enters the contact centre environment so, agents do not see, hear, store or record any card or personal details.

CallGuard can be deployed in various ways to fit the way your contact centre works. The solution can de-scope all, or parts, of your contact centre from the scope of PCI DSS compliance and works just as well for on-premise or home/remote working agents.

ChatGuard makes payments in Chat PCI DSS compliant and...
(read more)


Award-winning PCI compliance phone and multi-channel payment application.

PayGuard® is easy to deploy, very easy for agent to use from the office/contact centre or from home and is affordable.




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