The Customer Service Institute of America, also known as the CSIA, has just announced that it is applauding OnStar with the award for International Service Excellence for the year of 2011! OnStar is excited and proud to be the recipient of such an award and to add it to the list of their many achievements.
The Customer Service Institute of America, also known as the CSIA, has just announced that it is applauding OnStar with the award for International Service Excellence for the year of 2011! OnStar is excited and proud to be the recipient of such an award and to add it to the list of their many achievements.
Before even receiving the award OnStar had to provide the CSIA with a detailed description of OnStar’s customer service routine in order to be considered for the award. After providing the detailed list of customer service operations, OnStar was listed as a finalist. The next step was for a judge from the CSIA to visit the OnStar headquarters in Detroit. From the headquarters, the judge audited and OnStar customer service call from a Call Center in Warren, Michigan.
OnStar’s call centers stay very busy year round, and yet they still manage to have some of the best customer service representatives in the business. OnStar call centers sometimes receive more than one hundred and fifty thousand calls a day which turns out to be about two calls a second!
“When researching and visiting OnStar, I knew their knowledge, ability to serve their customers and answer calls in only a matter of seconds was something I would witness first hand,” said Christine Churchill, CSIA executive director.
“What I did not expect is what impressed me the most: OnStar is always looking for ways to utilize their technology and networks for the greater good and, as a result, the team members at OnStar know they are part of something special and ensure that passion is passed along to all of their clients,” she said.
OnStar really makes an effort to ensure that their customer service protocol is not only above par according to current business standards, but they also make sure that their customer service protocol is exactly what the customers want. They base their customer service around customer happiness, using a customer service survey as a scale for determining what needs improvement. Currently the customer service for OnStar ranks an 8.83 on a scale of 1-10 in all areas including navigation, sales, and billing.
“This award is a great tribute, not only to our 2,000-plus Advisors, who are the backbone of the OnStar service, but also to all the managers, trainers and executives that allow us to perform at an exceptional level of customer service,” said Joanne Finnorn, vice president, OnStar Subscriber Services.
One of the reasons OnStar can be found to have some of the best customer services representatives in the country is because of the nature of the OnStar business. OnStar representatives are often talking to customers who are in the middle of going through a difficult time. Many of the customers have just been in an accident and others may be lost and panicking. This is why OnStar customer service representatives are trained to handle the sensitive nature of their customer’s calls with comforting, quick, and helpful information.
99.9 percent of OnStar’s air bag and Automatic Crash Response calls are answered within a second. OnStar doesn’t take any chances with its customer service representatives and ensures that all representatives are Emergency Medical Dispatch certified.
OnStar is now up for the award of “Best Use of Technology in Customer Service” from the 2012 Stevie Awards. The winner of this award will be announced in Las Vegas this February twenty seventh and OnStar looks forward to announcing their win!
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