Taking a Cue From Crutchfield
The staff at 1to1 Magazine has been hearing a lot of buzz from readers about Crutchfield’s http://www.crutchfield.com/S-nKhQJuStEw7/ excellent customer service. Last week, J.D. Power and Associates recognized the audio and car accessory call center operation for customer satisfaction excellence under its Certified Call Center Program.
To attain certification, a contact center must meet J.D. Power and Associate’s cross-industry customer satisfaction criteria. This includes evaluation of courtesy, knowledge, concern for the customer, usefulness of the information provided, convenience of operating hours, ease of reaching a representative, and timely resolution.
New York Times writer David Pogue summed up Crutchfield’s courteous and knowledgeable service when he recently mentioned the company in his blog. Crutchfield had actually invited him to call for technical support after his car’s audio unit arrived, sending him a message that read “We’re here to help you.” A customer service rep even referred to him as Crutchfield’s “car buddy” when he called.
Contact centers everywhere should take a cue from Crutchfield and start relying on their reps to turn customers into fans.
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