Customer Service Excellence Case Studies: However companies that try to copy or emulate what successful companies are doing, tend to fail. That's because the best companies in customer service are the best because of a particular set of circumstances that can't easily be copied.
Customer Service Learning From the Customer Bill Crutchfield has been perfecting customer service for 30 years, and he credits his customers with teaching him everything. Ready to Serve Bill Crutchfield walks the floor in one of his distribution centers.
Frank feedback from customers saved his company, Crutchfield says. Andrew Cutraro "This is customer service," Bill Crutchfield takes the liberty of explaining, because to the untrained eye, it looks an awful lot like someone hacking into a brand-new stereo receiver with a screwdriver and a flashlight.
We are in the Charlottesville, Virginia, headquarters of Crutchfield, the namesake electronics retail business Bill Crutchfield started 37 years ago from the basement of his mother's house.
Specifically, we are in the research department, a bunkerlike space in which Crutchfield's tech team is busy poking, prodding, and measuring the latest models of flat-screen TVs, speaker systems, and a slew of other high-end audio-visual gear, all in the effort to make sure the employees are familiar with every detail of each of the 9,plus products Crutchfield sells.
The techies will share what they learn with the copy department, where all those details will find their way into catalog descriptions; and with the sales team, which will use them to steer customers toward the right product; and finally with the company's call center and tech support staffs, which must be ready to answer any question that comes up.
Sure, manufacturers provide spec sheets for their products, but those spec sheets often don't give enough details; and when they do, the details are often not clearly explained. The Crutchfield research team will take measurements, count the inputs and outputs, and make note of every feature.
If the company is going to promise a customer that a new speaker is powered by a pair of 6. Why would any retailer go through the trouble and considerable expense of doing such in-depth nosing around?
Zappos is famous for its customer service, but it's not cutting up the latest pair of Air Jordans to see exactly what kind of stitching Nike uses.
Here's one way to think about it: Imagine being on the phone with someone who has absolutely no concept of how to tie a necktie. Now, imagine it is your task to walk him or her through the process of tying the perfect Windsor knot.
Could you do it? Or would your patience run out the fifth time you had to explain exactly which end went through which loop? You now have a glimpse into the life of a Crutchfield employee.
Only instead of helping people master their neckties, Crutchfield's tech support team fields calls from frantic car owners who have just pried open their dashboards to install their new car stereos, only to get the queasy feeling that they are in way over their heads.
Or homeowners staring at boxes full of home theater components and not having the first clue where to begin. Easing such customers' fears and answering their questions are Crutchfield strong points.
But Crutchfield is debt free and has managed to avoid layoffs throughout its year history. The company has a five-star rating from Yelp, and it is the only online retailer to win the Circle of Excellence award for 11 consecutive years from BizRate, a website that rates the customer service provided by online retailers.
It's all about putting yourself in the customer's shoes, says Bill Crutchfield. The only way to know is to do what we do: Take the car apart, and check it. Buy a car stereo for, say, your Ford F, and you will receive Crutchfield's custom-produced, page instruction booklet specifically for a Ford F The booklet details each step involved in removing the car's original radio and replacing it with your Crutchfield purchase.
Included in those instructions are photos of Crutchfield technicians pulling out the factory radio in a Ford F, stripping door gaskets, running wires, and unscrewing door panels to install the new speakers.
Crutchfield has guides for more than 16, vehicles in its database, many with photos of the tech crew working on specific models.
To get those photos, Bill Crutchfield arranged a handy barter agreement with the owners of Charlottesville's local car dealerships.
They let Crutchfield's technicians photograph demonstration installations in their vehicles, and, in return, the dealerships receive a lifetime of free service for the stereo systems in the cars on their lot—provided the stereos are brands Crutchfield sells.
All retail businesses, of course, depend on their customers, but Crutchfield's bond with his goes especially deep: He insists his customers helped save his fledgling mail-order car-stereo business from an early demise.
InCrutchfield was a year-old bachelor living with his mother in the house he grew up in and working as the general manager of a forklift company. Fair to say, life wasn't going as planned.
After leaving the service, he headed to Hollywood, where he wrote a screenplay about his experiences as a missile commander. Despite a few nibbles, Crutchfield couldn't find a buyer for his movie, and before long, his savings ran out.
He loaded up his car and returned home to Virginia. Once he began working for the forklift company, Crutchfield started squirreling away his salary with thoughts of starting a business of his own.Inconsistent service confuses the customer and leads to a breakdown in trust.
Risk factor – building on this point regarding inconsistency, you should also draw out that This case Study could also be used with a more senior supervisory or management group, but rather. Some of the best examples are negative examples – case studies of what not to do in response to a customer request or complaint.
To help get the ball rolling, we've provided several examples of actual customer service scenarios, reported by customers themselves. Case Study A rapidly growing candy manufacturer felt they had a solid understanding of the service levels required by their customers.
They wanted to perform a customer survey to confirm the needs of their customers, and more importantly, to determine how their service performance compared to . How Edinburgh Trams keep on track 9th May Dean Anderson, Customer Experience Manager at Edinburgh Trams discusses why benchmarking his organisation's performance against others drives higher levels of customer satisfaction and service.
Customer Service Case Studies. How Customer Service & Relentless Support Increased One Company’s Profitability By 40% After the first full year of implementing a comprehensive customer service training and development initiative, this wireless retailer experienced improvement in the consistency of sales and service, and .
Case Studies - Customer First Standards by Customer First Here's a UK source of some very brief case studies in striving for and reaching the achievement of customer first standards. Actually, more like testimonials than actual cases, there is contact information provided, so you can actually contact the people and organizations included.