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Top : Customer Service Excellence Case Studies: Here you can learn from companies who have established a reputation for top quality customer service. How did they earn customer service excellence respect and recognition? Learn from the best with these case studies.
Articles:
Required Reading: Nordstrom's Class of Service- by Colin Beasty
Many companies only have an inkling of what Nordstrom really is, yet they all say they want to be the Nordstrom of their industry.
(Added:
25-May-2005
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Nice Guys Finish First - Customer Relationship Management- by Sari Kalin
Unlike the hit-and-run purveyors of Ginsu knives and Ab Crunchers, QVC wants to keep its customers for the long haul. So the home shopping leader puts customers' interests first. Period.
(Added:
1-Jun-2005
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698
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Customer Service The Mobil Oil Way- by Keith H. Hammonds
In 1996, Mobil Oil Corp., now part of ExxonMobil, began to develop what would become its Speedpass wireless-transaction system. The idea behind the project was simple enough: Get customers in and out of gas stations as fast as possible.
(Added:
8-Mar-2005
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Customer Service: EMC Corp.- by Fast Company
Of course, the best way to address a customer problem is to fix it before it happens. And for every hour that EMC spends mending faulty hardware and software, it spends nine hours anticipating and preventing such meltdowns. "Most of the time, we address problems before the customer even knows that there's an issue," says Walton.
EMC likes to call it "service and support mind reading." Sensors that are built into its storage systems monitor things such as temperature, vibration, and tiny fluctuations in power, as well as unusual patterns in the way data is being stored and retrieved -- over 1,000 diagnostics in all. Every two hours, an EMC system checks its own state of health. If everything is running smoothly, the log file is stored away. If the machine spots something that it doesn't like, it "phones home" to customer service over a line dedicated for that purpose.
(Added:
16-Jun-2005
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Scandic Hotel's Model Of Customer Service- by Ann Goodman
Rooms with a View of the future of customer service. Scandic Hotel's model of progressive management and green values registers big with its guests.
(Added:
8-Mar-2005
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404
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