Customer Service: It's a Jungle Out There! Which Companies Rule and Which Roast Us?

"Rosemary's First Book published by Park University "Go Wild! Survival Skills for Business and Life".Look for her new collaborative work with Dr. Stephen Covey and Ken Blanchard entitled "Blueprint for Success" in which she defines Best Practices for Now to WOW!TM Customer Service. 

There a new  Must Read for any CEO or Service Executive:  The  recent Business Week Article that Ranks and  Identifies the Kings of the Customer Service Jungle,  against those companies who leave their Customers  for Dead!   Despite Discounts, Wallmart leaves us for dead!  But let's take a  look at the Cream of the Crop Service Leaders,  and what it is  they do to get their top ranking from customers. It was not surprising to me that the list included those companies who  walk their talk, by  taking care of and training front line employees. Key Point:  take care of and train your employees and  they will take care of your customers.

Here's the A List and Why:

# 1 Financial and Insurance provider to the Military,  USAA Leads the pack in the number 1 spot, with an investment in training of their front line service staff.  In just  1 year their customer service team went through  over 240,000 hours to reinforce basic training.

#2: L L Bean---I know I love their call center staff and here is part of the reason:  They put their private dollars into inventory, which leads to fewer complaints and more satisfied clients.  They also have excellent Call Center Retention due to positive workplace policies.

# 3: Fairmont Hotels:  This hotel chain  pampers their new employees who they allow to feel like guests including time with the golf pro and spa treatments!   It's not Rocket Science.  It helps if your service staff understands and appreciates the guest experience.

# 4: Lexus got hip last year with technology and live-chat rooms for customer inquiries on service problems.

# 5: Trader Joe's-- A commitment to pay their employees better...An average of $48,000 to be exact

# 6: Starbucks:  who has appointed a New  Executive Position: CCO "Chief Creative Officer" for the Customer Experience (My Dream Job--Caffeine and a Passion for the Customer )   

Read the full article at business week on Service Champs and  Give your Customer Service Team a Now to WOW! Makeover.

Visit www.gowildgogreat.com for information on our creative,  1 - day Love Affair with the Customer Seminar,  focused on the well-being, happiness  and satisfaction of employees and customers.  Re-ignite your company's passion for the customer--Fall in Love Again with  Customer Service.

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