VIZIO, Inc.
Company: VIZIO, Inc., Irvine, CA
Company Division/Group: VIZIO Contact Center, Dakota Dunes, SD
Company Description: VIZIO's Contact Center in Dakota Dunes, South Dakota began in 2009 with 23 people. Today the site has 200 employees and focuses on helping people enjoy VIZIO products. The VIZIO contact center also handles chats and emails. VIZIO headquarters are located in Irvine, CA.
Nomination Category: Customer Service & Call Center Awards Team Categories
Nomination Sub Category: Customer Service Complaints Team of the Year
Nomination Title: VIZIO Executive Resolution Team – Offering options to reach a resolution
Tell the story about what this nominated team achieved since the beginning of July 2012 (up to 525 words). Focus on specific accomplishments, and relate these accomplishments to past performance or industry norms. Be sure to mention obstacles overcome, innovations or discoveries made, and outcomes:
The unfortunate reality is that not every customer is 100% satisfied with their outcome when receiving Customer Support. So, they complain. They escalate. This is where VIZIO’s Executive Resolution Team (ERT) comes into play. The ERT’s primary objective is to provide fairness and consistency for each customer, while attempting to reach a satisfactory resolution for both VIZIO and our valued customers.
Since the ERT’s inception in early 2012, this team of six incredibly talented individuals has played a vital role in helping shape VIZIO into a nationally recognized brand known for award-winning customer satisfaction.
The VIZIO ERT has done this by focusing on two things when working to reach a resolution with a dissatisfied customer:
1) Make sure that dissatisfied customers are offered multiple options: Quite often in today’s Customer Service, the common mentality is to give the customer one option to resolve their problem. If they’re not happy with the result, so be it. Not so with the ERT. They take it a step further. In each scenario they strive to offer more than one option to resolve the customer’s problem. By doing this, it empowers the customer to be the decision-maker and gives them a feeling of satisfaction. Additionally it increases the chances that the customer will be satisfied with the resolution. Anyone skeptical to this process immediately asks, “Won’t this increase the company’s Customer Satisfaction Costs?” The answer is “No”. More on that in a moment.
2) Think outside the box to reach the resolution: Each customer has different expectations. It’s commonly assumed that the same resolution that satisfies customer A, will also satisfy customer B. Nothing could be further from the truth. Each customer is unique and as such has different expectations. VIZIO’s Executive Resolutions Team understands this and uses it to their advantage to find a satisfactory resolution. Quite often the ERT has to think outside the box to reach this resolution. This is done by researching and gathering all of the information involved. It often requires spending some extra time, a few extra phone calls, and extra research. The ERT does not leave a stone unturned and uses all available resources to satisfy the customer.
Since this focus was implemented, VIZIO has seen eye-popping results in two areas that truly show if customers are satisfied and the related cost of satisfying them:
Customer Satisfaction Percentage: TEXT REDACTED FOR PUBLICATION
Customer Satisfaction Cost: TEXT REDACTED FOR PUBLICATION
The VIZIO Executive Resolution Team increases Customer Satisfaction while reducing Customer Satisfaction Cost. Now THAT deserves an award.
Provide a brief (up to 125 words) biography about the leader(s) of the nominated team:
TEXT REDACTED FOR PUBLICATION