Angry with a specific company customer support? Looking minutes on an utility bill to find a customer support phone number? Here is something to help you. What are the best support departments of Fortune 500 companies ? How can you reach them ? Of the national grocery store chains in the U.S., Publix time and again ranks high on the list for customer satisfaction. From convenience of hours to fast checkout, Publix out-paces most other companies, making it a strong force in the food industry. Sony Corporation is a Japanese multinational conglomerate headquartered in Tokyo, Japan that specializes in electronics, game, entertainment, and even financial services. The wide range of products and services offered by the company clearly satisfy the consumers which is why Sony got a 35.4% excellent rating in customer service, according to MSN Money survey.
The American Customer Satisfaction Index (ACSI) ranks fast-food giant, Chick-fil-A, higher than any other American company, when it comes to customer service. ACSI scientifically analyzes multiple points of data, compiled via customer interviews, to figure out which companies are hitting all the right notes and which ones aren’t when it comes to keeping customers happy. The beloved chicken sandwich spot’s A+ rating comes as no surprise to Linda Murray Bullard, chief business strategist at LSMB Business Solutions. “Chick-fil-A has the cheeriest employees, who go over and above to call their customers by name, and get their order right the first time,” she explains. “In addition to great customer service, this national restaurant chain also has a great product.
Not taking responsibility of your mistakes is a sure fire way to getting a bad reputation. Transparency is important in business and customer service is no different. Always strive for a high quality output as it shows you have a high level of standards. An Amazon customer ordered a new PlayStation for his son for Christmas. When the shipping company delivered the parcel, the customer was away and had a neighbor sign for the package. The neighbor left the package outside the customer’s house (in which it soon disappeared). When the customer realized what had happened, he was left in complete shock. Even though Amazon was not to blame for this mistake, they were quick to resolve this by not only sending a new PlayStation in time for Christmas, but did not charge for the extra shipping.
Only 20% of companies were able to answer the email in full upon first reply (Tweet this!), and the best in class companies all scored 100% for first contact resolution, meaning that all questions were answered in full. Whether there is a single question or several questions within an email, good customer service is about answering your customers in full. Otherwise, you risk annoying them! When asked “What are the most frustrating aspects of poor customer service?” 47% of customers cite having to contact a company multiple times for the same reason, making it their biggest frustration. If you cannot answer all questions, respond with the questions you can answer and then include a note that you will follow up on them with regards to any outstanding issues.
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