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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, ContactCenterWorld.com

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."

 
Linda Elam
Call Center - Manager
Guaranty Bank
United States

"Airlines and cruise lines are among the top competitors in the excellent service area today. Next would be the food market chain and the discount stores. Financial banks are running a close third with the auto industry and cable companies being at the bottom."

 
Dale Smith
Md
Bridge Training and Events
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."
About Bridge Training and Events

Bridge Training and Events works closely with customer focused companies to transform employees into Living Brand® Champions.
 
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Aminudin Zainodin
Assistant General Manager
Hong Leong Bank
Malaysia

"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
Tangerine
Canada

"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)
 
Shannon McCain
Resource Development, Manager
Apple Vacations
United States

"BEST: Higher-end apparel and house ware retailers; WORST: Financial institutions and utilities. It seems the more you need a product, the less they need you!"

 
Phil Taylor
Head Of Sales & Service Toronto
Tangerine
Canada

"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."
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)
 
Susan Weldy
Operations Manager
Southern Farm Bureau Casualty Ins. Co.
United States

"Smaller grocery chains and small businesses offer greeater personal customer service than the larger grocery stores or retail chains."
Jon Pickles
Director
Comtec Group
United Kingdom

"Telephone companies are probably the worse in my opinion. The best seemt o be those who keep their call centres in the UK and who need your business: not those who you have no choice in using like energy services!"

 
Simon Lynch
Executive Manager Research Support Services
CSIRO
Australia

"In my experience, the financial sector generally provide better service. The Government sector is varied with telecommunications remaining at the bottom of the pile!"
About CSIRO

CSIRO, the Commonwealth Scientific and Industrial Research Organisation, is Australia's national science agency and one of the largest and most diverse research agencies in the world.
 
Shankaran Nair
President
Servion
India

"Generally speaking look for companies who are on a customer acquisition binge for poor service! It is a matter of focus. When the focus is on acquisition (telecom, banks today) customer service tends to slide. When the industry is mature and market share is hard to retain/grow – the focus shifts to service as the differentiator. Very few enlightened companies are able to consistently see service as a key differentiator throughout the life cycle. The other dimension is the length of the channel. The more distance there is between the brand owner and the customer – the poorer service tends to get. Companies that have direct interactions with customers are in a sense forced to offer better service - for example airlines. Whereas companies with long trade channels (FMCG) rarely get called on to demonstrate service capability to the end customer."
About Servion

For more than 20 years, Servion has been trusted by customer-centric brands for architecting, implementing, and managing Contact Centers and Customer Experience (CX) solutions. Servion delivers comple... (read more)
 
Teck Heng Wang
Industry Watcher
Self employed
Singapore

"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."

 
Sarah Bolton
Manager
Ernst & Young
United Kingdom

"My personal experience has been very positive in the UK financial service sector. I deal with several different organisation on a daily basis and am always impressed with the pragmatic and efficient way in which my contacts are handled."
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)
 
John Gourdin
Call Center Director
Global Premier Benefits
United States

"The Financial sector as a whole does a pretty good job. I may not always agree with their policies or results, but the experience tends to suit my needs. The service industry, especially automotive, has a lot of area for opportunity. You often do not have real-time access to information and there is frequently inconsistencies in the information provided. I imagine this stems from the fact that service companies tend to be smaller regionalized organizations. As such, they may not have the capital to invest in automating and standardizing their service offering. Which means the quality of their customer service is contingent upon the mood or quality of the person you speak to."

 
Rupert Chislett
Md
Queens Square Associates
United Kingdom

"Utilities and banks are usually highly variable. Telecoms companies usually very poor on technical and customer error issues where the chance to destroy brand is very high."

 
Jd Miller
Sr Director of Product Support
ADP
United States

"I am not sure you can break this down by sector - it depends on the company. Quality apparel retailers and higher end financial service providers seem to do pretty well with service. Poor service seems to be commonplace with utilities - cell phones, cable TV providers, etc."
About ADP

Automatic Data Processing provides business outsourcing solutions. ADP offers a wide range of HR, payroll, tax and benefits administration solutions from a single source. ADP's easy-to-use solution... (read more)
 
Jennifer Anderson
Director Client Support
Manpower
United States

"Credit Card Services seem to be horrible, no one understands what they are saying. It took ten minutes once just to understand they wanted the security code and then they would not talk to me because my husband was the card holder - but he could not understand the dialect. We cancelled the card. Cellular companies seem to do an outstanding job."
About Manpower

ManpowerGroup is an American multinational human resource consulting firm headquartered in Milwaukee, Wisconsin, USA. Manpower provides recruitment and assessment, training and development, career man... (read more)
 
Cristian Perez
Socio Director
Adoria Consulting
Spain

"In my experience, travel and insurance companies tend to provide a good service. Telecoms, technical helpdesk and banking offer the poorest service."

 
Steve Callahan
Practice Development Director
The Nolan Company
United States

"Great service? Not industry specific really. In the end, "great" service depends on the person talking to your in person or on the phone. That means that the same place can give great service on second, and truly lousy the next, unless they have an exceptional talent management system. Not too many do."

 
Manfred Granig
Telesales Manager
Australia

"In Australia I believe that the tele-communications sector delivers poor service across the board and that insurance companies deliver good service especially to new customers."

 
Patricia Martin
Contact Center Manager
1-800-PLUMBER
United States

"One of the most poor is the Medical field. Their billing is complicated and rarely correct. This causes the patient to spend valuable time debating charged. The Gambling industry "gets" the value of service. They go above and beyond to have their patrons be repeat customer."

 
Frank Prenninger
Account Executive
ORACLE Deutschland GmbH
Germany

"There is no specific industry sector providing better service than others. Innovative online businesses who listen to their customers usually provide better service."
About ORACLE Deutschland GmbH

Oracle’s solution for software companies enables companies to provide customer service and efficient sales operations, while helping to ensure ordering, fulfillment, and revenue recognition. With Orac... (read more)
 
Jonathan Grant
Ceo
Vonage
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
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
Manager
Resource International
Australia

"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
Cisco
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)
 
Ziad Khoury
President
Khoury Consulting, Inc.
United States

"Airlines typically provide poor customer service and five-star hotels typically provide great customer service."

 

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 - Motivating Agents With No Money!

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

Published: Thursday, April 29, 2010

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Co-Browsing Integration
Co-Browsing is the practice of web-browsing where two or more people are navigating through a website on the internet. Software designed to allow Co-Browsing focuses on providing a smooth experience as two or more users use their devices to browse your website. In other words, your customer can permit the agent to have partial access to his/ her screen in real-time.
 
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