Helping organizations succeed through
customer service performance and leadership
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Helping organizations succeed through
customer service performance and leadership |
The 6 Best Customer Service Stories of 2012 |
Customer service continues to be one of the core drivers of organizational success. It drives sales, customer loyalty, customer retention and employee retention. It reduces the cost of issues becoming escalated and negative word of mouth. While there is a misconception that customer service should create a "wow" experience every time (see customer service trends for 2013), outstanding experiences do teach us something about what it takes to really make a difference in today's hyper-competitive environment. The following are six examples of customer service excellence from 2012. The common theme? People who genuinely care about the people they serve. Imagine your organization consistently delivered these kinds of experiences. #6 JW Marriott Kuala Lumpur. Just...Wow! This is less a single experience, and more about the amazing consistency of great customer service in every single department. Wow. Just.... wow. Details #5 Dymon Self-Storage - No coffee spills This is a great example of how customer service rules in even the most non-traditional of service environments. It's also proof that 'wow' experiences don't have to be costly or over-the-top. Details Most call-centres still use the profoundly misguided call-time KPI. Customer service agents are, basically, measured on how short a time they can be on the phone with a customer. Spend too much time with a single customer, and you can find yourself in the supervisor's office. As one might expect, however, Zappos -the online shoe retailer with near mythical levels of customer service - celebrates the exact opposite behaviour. Imagine a customer service representative being willing to spend over 10 hours with you! Details #3 Ritz-Carleton's Giraffe Vacation The Ritz-Carleton has always had a reputation for pampering its guests. This story of how they looked after a little boy's stuffed giraffe, however, is epic. Details #2 Krispy Kreme's Olympic Doughnut! A guy with way too much time on his hands starts travelling around looking for 100 rejections. His goal is to make audacious requests, then record his rejection. On just day 3, however, a terrific lady at Krispy Kreme thwarts his efforts with an amazing customer service experience. Details
And the #1 Customer Service Story of 2012: The Compassion of a Southwest Airline Pilot Imagine finding out that your two-year-old gransdon is dying. Now imagine a slow-moving line at airport security keeping you from making your flight to go and see him - with security personnel who couldn't care less. But now imagine getting to the gate after the scheduled departure time, to find the airplane pilot standing outside waiting for you. "No problem," he says. "They can't leave without me." Unbelievabe. Details "We have the opportunity, every day, to make a difference in the lives of those around us. And this, ultimately, shapes our own lives immensely" Shaun Belding Keynote More Customer Service Stuff: The 8 Worst Customer Service Stories of 2012 Customer Service Trends for 2013 The Belding Group has been helping organizations achieve World Class Customer Experiences for over 20 years. To find out more, call us at 1-800-576-6860 (toll free) or 1-613-836-3559; or email us at info@beldingskills.com |
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