Wednesday, October 30, 2013

Customer Service "The Experience is Everything"

Customer Service "The Experience is Everything"

The Customer Experience at Walmart:

At Walmart if a customer is within 10 feet of an associate; the associate should stop what they are doing and say 'hello' and ask 'how can I help you today'

The Customer Experience at Modify:

Like many companies that sell a physical product, Modify collects feedback through Facebook, Twitter, and a "Help" inbox. They focus further on being proactive, and every week each member of the team has a 20-minute call with a customer. With this customer interaction Modify has made significant changes--updating FAQ, pre-releasing designs, even fixing product issues--thanks to the insights we have taken from these phone calls.

The Customer Experience at The Ritz-Carlton

The Ritz-Carlton philosophy is that any employee who receives a complaint from a guest owns that complaint. First-line employees such as desk clerks, bellboys and housekeepers are empowered to spend up to $2000 to handle any customer complaints and managers can spend up to $5,000 without additional authorization.

The Customer Experience at Nordstrom's

Nordstrom’s legendary customer service includes a liberal return policy, hand written thank-you cards, home deliveries, personal appointments and personal phone calls alerting customers about upcoming sales.

The Customer Experience at Trader Joe’s

Ask a Trader Joe’s employee about a product and he or she will practically sprint down the aisle, grab a bag of whatever you had questions about and join you in a taste test. And returns? No questions asked, even if the goods have been opened and you simply didn’t like the product

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