A great article in the New York Times, suggests Russia is starting to take a leadership role when it comes to customer service. Check out this article, which highlights their service first mentality on their flagship airline. A recent survey in Europe shows Aeroflot is Eastern Europe's best for in flight service. Moreover, research analysts suggest Russia may soon past the West at providing exemplary customer service.
Click here and enjoy! Russian Service Story
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For every Call Centre, there's usually a quality program of some kind in place to ensure employees deliver acceptable and often great customer experiences. While these programs have evolved to cover all channels such as chat, e-mail and social media, we will focus on building a program for the traditional phone call.
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A simple, well thought out and supported call quality program is integral to providing an exceptional customer experience. Organizations that get this right will absolutely have a competitive advantage. To learn about our services click here What We Can Do. To talk about creating or improving your call quality program call 647-202-7385 or email eli@simplifyingservice.com. We are Customer Service Simplified. Like us on Facebook and follow us on Twitter. Talk soon! I don't often go out of my way to promote how well some organizations deliver on the customer experience, but in this case, it is absolutely deserved. The Keg is one of Canada's finest mid-priced steakhouses and while the quality of food is stellar, what sets it apart is how they treat you.
The Keg has a simple formula: provide quality food at an affordable price and do so in a pleasant eating environment. They have been nailing this formula since they opened and remain one of Canada's favourite dining establishments. But what make them special is this: if you are not completely satisfied with any part of your dining experience, they WILL make it right. To begin with, as soon as you receive your meal, expect your server to check in and make sure everything is made to your liking. If it isn't perfect, you can expect a SINCERE apology every time, from both the server and the restaurant manager, who immediately takes over when something goes wrong. Along the way he/she will personally deliver your food replacement, for example if your steak is not cooked right, and wait at your table till you tell them you are happy. And you DON'T pay for food that is replaced (at least that is has been my experience). The above is not a one time only event. It is consistent and to be expected and many Keg-goers I have talked to agree. The Keg is a shining example of how when truly committed to the customer experience, you can make a difference by providing great service. It's easy to tell by interacting with Keg employees that they enjoy working there and are considered part of a GREAT team. I have not interviewed anyone from the Keg for this blog - This is simply a story based on my experiences and one I think there is value in sharing. Hope you enjoyed it! Eli This has been the hottest topic we have blogged about so far. Obviously, it’s of interest so let’s blog about it again. The first time around we covered the topic of IVR sincerity, now let’s talk about whether or not the IVR can truly help your business.
For this blog we will consider an IVR a system that at the very least enables you to decide as a business which employee group your customers will speak with. For example, if you are a bank, a different group of employees may be trained on general account information vs. credit card inquires. Onto our assessment: IVR advantages
IVR disadvantages
Assessment We believe, IF USED EFFECTIVELY, an IVR is a smart investment and an important tool in delivering a more complete customer experience. It offers customers increased choice while improving organizational efficiency. Just be mindful of the problems that can occur if it isn’t deployed and maintained intelligently. Good read in the Toronto Star today on this topic - Have a read here: Article We are Customer Service Simplified. Learn how we can help at www.simplifyingservice.com. Talk soon! Another great article shows the impact making things simple has on the customer experience. Check out the article here: South West and Simplicity
So what is South West doing to separate themselves from the rest of the airline pack?
You may be wondering, saying these things is nice but is that really the customer experience? How do we know South West is delivering? And what are some of the specific ways they are creating a simplified customer experience? Let's start with the evidence: Survey after survey indicates U.S. flyers (we don't have the luxury of flying SW in Canada) prefer flying SW and they are by FAR the American airline of choice. That has to count for something. Beyond that, we have done a little research of our own and there are many things SW is getting right such as:
I spoke with Hope who provides customer service and works in their Call Centre and I asked her what makes working for South West so great? The answer will not surprise you. She told me that she feels like she is treated the same way she treats her customers - If that's not poetic I don't know what it is. And we know how South West treats their customers - Unbelievably Well! Now if only they could fly to and from Canada! Have a look at our blog on Amazon just below this one to learn more about another first class service company and don't forget to like us on facebook and follow us on twitter We are Customer Service Simplified - Learn more at simplifyingservice.com |
AuthorEli Federman Archives
January 2018
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