News: Customer Service/Care
Amazon.com 'top customer service provider'
20 February 2009
Amazon.com has topped a list of customer service providers based on the level of consumer care the online retailer provides.
BusinessWeek's annual Customer Service Champs survey ranked USAA and Jaguar in second and third places, with Lexus and the Ritz-Carlton completing the five highest-performing firms.
The company rates the businesses according to the level of customer service they provide in the area which they are primarily active.
BusinessWeek states: "Amazon … has earned a reputation for strong service by letting customers get what they want without ever talking to an employee."
It suggests that when there is a complaint or problem, the company's employees become involved and help consumers to resolve the issue.
This is what sets Amazon apart from the crowd, as many businesses sacrifice consumer loyalty in return for short-term gains.
Moira Clark, director of the Henley Centre for Customer Management at the University of Reading, recently told the Times that customer service training is essential for generating employee enthusiasm.
