Frustrated with a specific company customer support? Looking minutes on a utility bill to find a customer support phone number? Here is something to help you. What are the best support departments of Fortune 500 companies ? How can you reach them ? A retail chain based in the United States, Puerto Rico and Canada, Petsmart, Inc. sells specialty pet supplies and services for a broad range of animals, including dogs, cats, birds, fish, amphibians and a lot more. This company also provides dog training and helps stray pets find homes with families. Currently, it holds a 33.9% customer service rating. Subway is a U.S. fast food restaurant franchise that is popular for its submarine sandwiches and salads. Operated by Doctor’s Associates, Inc., Subway has 40,855 branches in 105 countries and is considered the largest restaurant chain in the world. Since 2007, it has been consistently ranked among the Top 500 Franchises list of Entrepreneur and currently holds a 34.3% customers service rating.
These unique, regional supermarkets are happy places to shop. They are immaculately clean, and intuitively designed to generate a positive shopper experience. Just ask happy shopper and college student, Elizabeth Kagan, who stocks her dorm’s fridge regularly at Wegmans. “I love the seasonal flavor that the store always has. Most importantly, I know that everything I am buying is fresh. One time, I realized I had brought back an opened package of baloney. The store took it back, with a smile, two days later,” she says. Wegmans employees may be great at customer service partly because they love their jobs—Fortune ranks Wegmans among its top ten places to work. This Texas-based, privately-held supermarket chain got uber-high marks for customer service from advisory firm KPMG’s survey of companies. The local giant is loved for its large supply of eclectic, one-of-a-kind food products, local produce and products made by Texans, and personalized, fast follow-up to customer comments. HEB is also known for its friendly service, from the shelf stockers to cashiers.
One of the biggest factors in good customer service is speed, especially when a client is requesting something that’s time sensitive. Several years ago, STELLAService conducted a response time report and found that the average email response time for the top 100 Internet companies was 17 hours. Today, it’s not much better as own customer service study found that the average response time is 12 hours. While Frost reported that 41% of consumers surveyed listed being put on hold as their biggest frustration. Make sure you don’t leave customers waiting. A great example of this is when Lexus recalled a series of Lexus ES 350 sedans and asked car owners to visit a dealership to bring their cars in. Instead of having to sit in a waiting room watching their cars being worked on, customers were given a brand new Lexus instead.
For customers, finding a company’s contact details is step one to getting their problem solved. However, 41% of all companies do not have contact information visible on their website (Tweet this!). Every single company that made it to the best in class list had an email address or phone number clearly visible on the home page of their website, making it very easy to contact them, as opposed to hiding it down somewhere inside the website. Making the email address or phone number visible also adds an element of trust, as the best in class companies show the customer that they are not afraid to hear from them. Adding to this, a B2B web usability report by KoMarketing Associates found that 79% of B2B buyers will leave a website if contact information is not visible. So, not only will you frustrate existing customers, but you also risk losing new business by omitting it.
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