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.
Assistant Sales Manager
"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."
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)
"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."
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)
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)
Regional Head of Service Delivery APAC
"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."
Aspire Lifestyles is a global provider in B2B benefit solutions and concierge services. Our wide range of custom-built programs is designed to anticipate the needs of our client’s most valued custome... (read more)
Senior Vice President, Global Sales Contact Center
"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."
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)
Communications - Consultant
"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."
The company's primary focus is on the contact center and public safety communications sectors.
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)
Founder and Lead Consultant
Customer Service Simplified
"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!"
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)
REAM CSC Ltd
"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."
Today's Tip of the Day - Start From The Top
Published: Monday, May 27, 2019
2020 Buyers Guide Dialer Solutions
CList for Outbound Campaigns Management
CList by Comsys is an application that helps contact centers enhance the performance of their outbound campaigns. It accomplishes that by enabling the planning and execution of sophisticated communication strategies. Additionally, the AI-powered module of CList extends the possibilities of outbound campaigns delivering unprecedented results.
Comsys is a provider of οmnichannel customer engagement solutions that assist companies around the world in delivering unique customer experiences. For the last 15 years, Comsys designs and implements complex projects for clients from the outsourcing, financial services, telecommunications, and retail sectors. Comsys enjoys strategic partnerships with t...
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