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Executive Interview : Executives Share Stories of Great Customer Service Experiences

We asked Executives to share a great story of service they received when contacting a contact center in the past year.

Stephen Mak
Assistant Sales Manager
HKT
Hong Kong

"Great thanks to my team, there are many customer compliments received in the past year. The one that touched me the most is my staff has helped a physical disabled customer by providing a personalized Home Automation Solution to improve customer’s living environment. My staff have specially helped customer to source electronic wheelchair, bed and many other home appliances that can be controlled by computer and mobile apps to facilitate customers on daily life. Customer was so touched and has written a 4-full-page of compliment letter to my staff."

About HKT

HKT is Hong Kong's premier telecommunications service provider and leading operator in fixed-line, broadband and mobile communication services. It meets the needs of the Hong Kong public and local and... (read more)
 
John Irey
Principal Consultant
Mindsight
United States

"I bought an intelligent smoke and CO detector for my home and mounted it in the same spot as my old one. On the first day of use, it began triggering false alarms. When I called the provider to troubleshoot the problem, I wasn’t placed on hold. I was connected to a live agent who then connected me to a live technical specialist. From there, they were able to examine the devices logs and offer guidance on how to correct the problem. After following their advice, this ultimately solved the problem."

About Mindsight

Mindsight, a Chicago IT services provider, is an extension of your team. Our culture is built on transparency and trust, and our team is made up of extraordinary people – the kinds of people you would... (read more)
 
Jim Iyoob
Chief Customer Officer
Etech Global Services
United States

"It's always a good experience when I able to quickly reach the correct representative to handle my case, and I believe expanding online customer service options are propelling that."

About Etech Global Services

Etech Global Services is a provider of intelligent sales and service solutions utilizing inbound and outbound voice and web chat. We understand the importance of customer relationships. That’s why all... (read more)
 
Jacque Lim
First VP, Group Head of Operational Excellence
United Overseas Bank Ltd
Singapore

"Yes, I bought many stuffs through Lazada, their responses are always speedy and on time, even able to action refund very quickly. However watch out as I noticed the slower response rate after merging Taobao into their servicing as their contact centre can be genuinely overwhelmed with enquiries."

About United Overseas Bank Ltd

United Overseas Bank Ltd
 
Michael Mills
Senior Vice President, Global Sales Contact Center
CGS
United States

"I recently had a great experience with Marriott’s contact center. I needed to make a travel change and when I called the Marriott service line, the representative had my full history and helped me quickly and efficiently. The proactive approach to customer service is something that other brands can learn from. Marriott truly understands how to deliver a personalized, customer service experience."

About CGS

For over 30 years, CGS has enabled global enterprises, regional companies and government agencies to drive breakthrough performance through business applications, enterprise learning and outsourcing s... (read more)
 
Dick Bucci
Communications - Consultant
Pelorus Associates
United States

"I mentioned Michael and Sons earlier. The people on the phone are courteous, knowledgeable, and responsive. They guarantee arrival with a small time window. Their technicians are hand-picked by the CEO. They never track dirt on the carpet or leave a mess behind."

About Pelorus Associates

The company's primary focus is on the contact center and public safety communications sectors.
 
Jean Michel Cateaux
Manager - Process Excellence
STARTEK South Africa
South Africa

"Phoned up a Call Center to arrange for Travel Insurance, it was arranged on the one call and policy documents sent to me before I had ended the call with the agent."

About STARTEK South Africa

StarTek is the customer care expert in business process outsourcing. Our job is to improve and manage the customer experience for our clients. StarTek’s suite of solutions includes sales, order manage... (read more)
 
Eli Federman
Founder and Lead Consultant
Customer Service Simplified
Canada

"In brief, I spoke with a large cable provider about a series of poor experiences trying to set up our service. There was a number of mistakes made involving multiple phone calls, technician visits and poor demonstrations of listening, empathy and execution. When I arrived at the President's Office to escalate my concern, I was met with the kind of employee everyone is after; someone who is genuinely kind, empathetic and willing to resolve your issue - and did she ever. Suffice it to say that she ensured they would hold onto our business for a while. And why: because in one phone call, we had the right technical solution created, generous compensation for our ordeal and conveyed in a quick, efficient and empathetic way. Perfect!"

About Customer Service Simplified

We are a collaborative consulting practice focused on helping small to mid size companies simplify and distinguish their customer experience. We primarily help our clients optimize their service a... (read more)
 
Esther Dokuwaa Ofosuhene
Managing Consultant
REAM Customer Experience Consultancy
Ghana

"This story is not about receiving but giving great service. In 2017, Vodafone Ghana decided as part of our mission of driving the digital agenda in Ghana and not leaving anybody behind, set up a contact center for the Speech and Hearing Impaired community in the country which we branded as Vodafone SUPERCARE. Customers send a message to a short code after which dedicated and well trained agents call them back via video call and communicate with them and assist them in the sign language. The effect on the target community and the country as a whole is amazing."

About REAM Customer Experience Consultancy

We are a CX boutique consultancy providing service quality management and customer experience consultancy and training to individuals, small and medium businesses as well as large institutions and org... (read more)
 

Today's Tip of the Day - Beware Of Techno Babble & Jargon

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

Related Editorial

Published: Monday, May 27, 2019

Printer Friendly Version Printer friendly version

2023 Buyers Guide
Get Listed
Payment Services

 
1.) 
Branch

Branch Employer Payments Platform - Earned Wage Access
Give employees instant access to a portion of their earned wages before payday! Branch helps businesses modernize their payment methods to empower working Americans. Earned wage access—with no-fee banking and access to a digital wallet and free debit card—are just some of the tools in our fast, free, and flexible platform. With Branch, businesses streamline existing payroll processes, save money, and provide faster payments and free digital banking to their employees—no pre-funding or capital required.
2.) 
Eckoh

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)
3.) 
PayGuard

PayGuard®
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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