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“Customer Service Champs”

“Customer Service Champs”. By Jena McGregor of Business Week. Presented by: Patrick Deenihan Jennifer Griffith . The Story . Passengers waited over 5 hours to take off. Constant updates by the pilot and flight attendants.

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“Customer Service Champs”

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  1. “Customer Service Champs” By Jena McGregor of Business Week Presented by: Patrick Deenihan Jennifer Griffith

  2. The Story • Passengers waited over 5 hours to take off. • Constant updates by the pilot and flight attendants. • Two days later all passengers on that flight received 2 free round trip ticket vouchers. • “I cannot believe they acknowledged the situation and apologized…Then they gave me a gift, for all intents and purposes, to make up for the time spent sitting on the runway.” – Bob Emig • 6 years ago they created a new high level job that oversees all proactive customer communications. • Because of this story JetBlue who was ranked 4 on the Business Week’s top 25 was completely removed from the list.

  3. Top 10 of 25 Business Week Customer Service Champs: 1) USAA:Rating: A+ Recommend: 79% 2) Four seasons:Rating: A+ Recommend: 60% 3) Cadillac:Rating: A+ Recommend: 51% 4) Nordstrom:Rating: A- Recommend: 57% 5) Wegmans Food Markets: Rating: A Recommend: 60% 6) Edward Jones:Rating: A Recommend: 58% 7) Lexus: Rating: A+ Recommend: 55% 8) UPS:Rating: B+ Recommend: 40% 9) Enterprise Rent-a-Car:Rating: A- Recommend: 44% 10) Starbucks:Rating: B+ Recommend: 45%

  4. What Makes Them Champs? • They emphasize employee loyalty as much as customer loyalty, keeping their people happy with generous benefits and perks. • They know how to respond when service goes wrong. • The need to improve continuously, no matter how many accolades they receive. • Allowing people to talk to real not automated people, and refrain from outsourcing call centers. (Nordstrom) • Helping employees become more empathetic with customers. (Four Seasons)

  5. Importance of customer service: • Poor customer service is paralyzing American companies • 2007 Harris Poll, which reported 80 percent of customers saying they will never return to a business after a negative customer-service experience. That's up from 68 percent in 2006. • Surveys show people are willing to pay at least 10 percent more to get better service on a consistent basis. • Customer service isn't one size fits all. It needs to address what the company wants to accomplish. • It comes down to training, experience and having a good role model who knows the techniques of the trade.

  6. Sources Kelley, Debbie. "Poor Customer Service Paralyzing U.S. Companies." CRM Daily 08 Feb. 2008. 02 Mar. 2008 <http://www.crm-daily.com/story.xhtml?story_id=58254>. McGregor, Jena. "Customer Service Champs: BW's First Ever Ranking of 25 Client-Pleasing Included JetBlue, Until It Got Stuck on the Runway." Business Week 05 Mar. 2007. 02 Mar. 2008 <http://www.businessweek.com/magazine/content/07_10/b4024001.htm>. www.youtube.com

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