Frustrated about a specific company customer support? Looking minutes on a 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 ? Considered one of the Top 20 Most Admired Companies in the World, American Express is a Fortune 500 multinational financial services corporation that is based out of New York City, United States. It is best known for its charge card, traveler’s check and credit card services. Recently, this company was ranked as the 22nd most valuable brand globally and holds a customer service rating of 33.2%. An American provider of Internet streaming media in several countries around the world, Netflix was founded in 1997 and is currently headquartered in Los Gatos, California. In 1999, it began to provide subscription based digital distribution services to its customers. It takes pride on its short wait time when it comes to providing customer service and as such, has earned a 33.3% customer service rating.
Whether they’re for-profits or nonprofits, hospitals today have got to keep their clients (aka patients) happy, in order to keep their doors open, in a highly competitive climate. Revered for its high standards in research, the Mayo Clinic is also known for treating patients like people and putting compassion ahead of the bottom line. Laurie Richards, who teaches customer service courses, gives the Clinic five stars for helpful personal service at every level—and she would know, her father was a patient there, off and on, for two years. “Any time we asked an employee where something was, (Mayo consists of a maze of tunnels and walkways covering several blocks) the employee, be it a nurse, phlebotomist, or a candy striper, would walk us directly to the place—whether it was a coffee shop or the labs. And never a complaint, sigh of frustration, or lack of a smile,” she recalls. “Our entire experience was filled with wonderful customer service, surrounding a terrible health experience,” she explains.
Customer service has an impact on both existing customers and potential customers. A recent survey found that 68% of consumers would react by telling family and friends about a bad experience by posting it on a social network. And as each Facebook profile has an average of 155 friends, the reach of this experience can quickly reach thousands. However, there is great value in ensuring you deliver a positive customer service. A RightNow Technologies Customer Experience Report found that 86% of U.S. adults are willing to pay more for a better customer experience and 73% of U.S. adults said a friendly customer service made them fall in love with a brand. Not only will brands get happy, loyal customers but will see increased business.
The companies that deliver great service are able to do so because they have the right tools and processes. As was mentioned earlier, these companies put the customer at the heart of their organization. All decisions made will be reviewed based on how it impacts the customer. Customer service software allows you to set up internal and automated processes that will help you acknowledge, track, manage and report on all customer service requests, which in turn helps you to answer and respond to more customer requests. If you do not have a customer service solution in your organization, now is the time to get started. The rest of the tactics can only help you become best in class if you have the right tool to begin with.
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