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Customer Service Stories : Heroes...Great Service = Customer Loyalty


I would like to relay the most positive customer service experience that I had in the most unlikely spot.

I was trying to use my Aeroplan points with AirCanada to book two tickets to the UK for my daughter and her boyfriend. I had been told that the likelihood of being able to book tickets was nil, and getting them for the price I wanted was going to be impossible.

I phoned and explained to the agent what I was looking to do, and not only did she tell me that she would be able to make it happen for me but she went through a long list describing when the best season it would be to go and what flights would be available making sure they got the maximum time over a couple of weekends. It was just an unbelievable experience.

So not only is my daughter getting to go to England during the best season, she's got great tickets and she's got extra time because we arranged it over a couple of weekends. I had an unbelievable experience in a situation where I had zero expectations.

Paul Bertin - CEO, Genticity


My good customer service story has to do with Nordstrom (the catalogue). My story is that I had purchased a jacket for my son at a different department store and I go it home and realized that there was a button missing. It was a designer jacket so I couldn't just replace it with just any other button. So I went back to the department store and there were no more jackets left. So I searched and searched and couldn't find the button. I actually called Nordstrom; the catalogue (hoping that they could put me in touch with an alteration department). The young lady on the phone took all my information, and noted exactly specifically what I was looking for, even though I didn't buy the jacket from them. She let me know that they would call me back if they could help me out.

I didn't really expect a call back, but in about ten minutes I got a call back and the lady said "Mrs. Reynolds we have found you a button." She had actually taken it upon herself to locate a store and locate a jacket within a department. They were willing to cut off the button and they wanted to know whether to send it to my home address or my work address.


So that to me was a great customer service, both in terms of the whole Nordstrom experience. It's also an excellent individual story of someone taking the initiative and going above and beyond the call of duty to create an absolutely 100% lifetime loyal customer.

Penny Reynolds - Co-Founder and Senior Partner, The Call Center School


This is a retail banking, or mortgage situation. In the course of buying a home sometimes you must produce documents that your bank has, that you may not save. I was required to provide some past bank records. As I moved around the country I retained them as my bank even though they may not have been locally where I was, just because I always had really good service with them. This is somewhat contrary to that. I picked up the phone to call them and get some of these records. The first frustrating part is that it took about five minutes to navigate through an IVR system that didn't seem to be very well programmed to get me where I wanted to get.

Since I travel so much because I am the founder of a small company, I run a lot of things on my credit card, and as a result I buy a lot of things on my credit card in a lot of cities in a short amount of time. Once I got home from another on of these six cities in five day trips my phone rings, so I pick it up and there is the normal wait which means it's a dialer reaching out to me. Instead of getting a person I got an automated voice prompt asking whether a certain number of purchases were made by me. I was taken back because these automated phone calls can be really annoying but this actually became a service to me. It made it easy for me to see city by city and day by day whether it was legitimate and they were. I thought that was a really great service. They didn't stop my card. They didn't at the point of purchase cause me a time delay.

They have this really efficient for them and convenient for me way of testing whether my card had been stolen from the same company a few weeks later I got this wonderful annual statement that summarized all of my purchases by category and I hadn't requested it and I didn't pay for it. It was a very pleasant surprise and now I am a very loyal customer of that card. It is a First USA now Bank One VISA card, United Airlines.

Mark Selcow - President & Co-Founder, Merced Systems

Today's Tip of the Day - Utilize Time & Money Saving Tools

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

Published: Wednesday, April 13, 2005

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2024 Buyers Guide Remote Agent Solutions

 
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Amtelco

Web Agent
Our Web Agent application is a web browser-based telephone agent interface for the Genesis Intelligent Series (IS) call center platform. The Genesis Web Agent application makes any personal computer a professional telephone agent station.

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CallGuard Remote
A flexible way to take secure, PCI DSS compliant payments from home or remote locations. It’s quick to deploy needs no changes to processes or systems.
CallGuard Remote prevents agents from seeing, hearing or recording card details so, the agent, their screen, and any call recordings are removed from the scope of PCI DSS. This simple approach means the customer effectively types their own payment information into the agent’s payment screen, but with the card details being shielded from the agent’s view. It’s simple, and highly effective.

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Happitu

Happitu is your customer support team’s personal coach. It guides your team through every interaction with custom workflows, responsive scripting, and dynamic help topics.

Documentation in Happitu is automated, detailed, and consistent. Go beyond handle times and service levels with the rich insights of Happitu – from granular interaction data to aggregate data and trends – you get the complete CX journey!

We intentionally built the Happitu Workflow Designer with your customer support team in mind. Using our intuitive tools that provide quick and safe iteration, you eliminate the need to involve IT or Development. Yes, you will no longer have to dread submitting a change request to Devin from IT!

Try it free for 45 days!

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Vads

VADS Indonesia Remote Agent Solutions helps your company with various features that can make it easier for you and your company to stay productive, can be accessed anywhere because it uses cloud-based licenses so that it can help you and your business activities run smoothly.The features that keep your company activities running and productive.

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Teckinfo Solutions Pvt. Ltd.

InterDialog UCCS
InterDialog UCCS with its work from home agent ready call center software helps you to have complete control over your contact center operations. Agents can log in from any where , home, office or any other place where they are through their mobile phone or desktop , or even through our ID mobile app . With centralized recording & reporting , you gain visibility of all contact center metrics , and you can manage your center the same way as you were doing when working from office.

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Yoummday

yoummday stands for “you made my day” and is one of the fastest-growing technology companies in Europe. The yoummday platform combines a comprehensive modular workforce management software with over 11,000 quality-assured, self-employed customer service professionals from 70 countries speaking more than languages registered to handle sales and customer service interactions for businesses of all sizes. Central to yoummday’s success is its AI-powered integration, enhancing operational efficiency for companies and their remote workforce management.

As a marketplace for 360-degree customer services, the platform differs significantly from traditional outsourcing processes. Clients benefit fro...
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