11 Oct National Customer Service Week 2013—It’s a Wrap
The celebrations of the customer service week are coming to an end, but the professionals who are on the front line of customer care and support understand the importance of using best practices to deliver the highest degree of customer care every day.
In this round up, we selected recently published stories that highlight companies and their professionals that go above and beyond the call of duty to ensure outstanding customer satisfaction:
Late at night, a red Honda Civic drives through the darkness in San Francisco. At the front hangs a trademark pink mustache, a familiar sight these days as rideshare startup Lyft takes off. But this isn’t any old pink mustache. It has a golden trim around it with LED lights shining against the car silhouette. Inside, 36-year-old father of four, Deco Carter, mans the wheel. His black dreads hang down from a cap, Lil Wayne raps from the speakers, and a glittering mustache necklace swings from the mirror. Carter is no average Lyft driver. He is Hip-Hop Lyft, the man, the myth, the legend. You haven’t heard of Hip-Hop Lyft you say? Well if Carter has his way, the world will eventually know his name. He’s riding his Lyft business to stardom. That’s the plan anyways. Read more
Business Insider: Here’s Why Top Brands Must Do Something About Their Terrible Social Media Customer Service
In a new report from BI Intelligence, Business Insider’s paid research service, Business Insider explores how companies are interacting more effectively and serving customers better with a focus on social media often using special social customer relationship management tools, and recreating themselves in the process. Read about examples of great social media customer focus that has created value for companies across industries. Read more
Sunny Pettinati walked into the L.L. Bean store in Yonkers, N.Y., clutching a plastic bag and looking a little embarrassed.”I’m returning a sweater that I purchased, I think, about 10 years ago,” she said. The sweater had sat in a drawer, unworn, for years, and she was trying her luck with the store’s famously lenient return policy. It turned out to be painless. A few taps on the keyboard, and the saleswoman handed her a gift card worth the full value of the sweater. Read more
The Huffington Post: Which Retailers Know Their Products Best?
Did the customer service representative you talked with know if those rain boots fit true to size? If the keyboard in your cart is compatible with a Macbook? If that cutting board is dishwasher-safe? Consumers spend a lot of time researching and purchasing products online. As a result, we expect a retailer’s customer service team to have a strong knowledge of the products being offered. There’s nothing more frustrating than having to call a customer service line and then talking with someone who clearly doesn’t know the answers to your questions (and we’ve all been there). On the flip side, when a retailer consistently provides helpful product information, we’re more willing to complete a purchase and even become a repeat customer. Read more