GES is proud to announce that for the tenth consecutive year, the global, full-service provider for live events achieved J.D. Power Certification under the Certified Customer Service Program. The distinction acknowledges a strong commitment by GES’ National Servicenter operations to provide “An Outstanding Customer Service Experience” for phone support. GES exceeded the benchmark of the detailed audit of 40 practices that encompass its recruiting, training, workforce management, disaster recovery plans, management roles and responsibilities and quality assurance capabilities. J.D. Power also conducted comprehensive customer satisfaction surveys of 200 customers who recently contacted the GES National Servicenter, located at its Las Vegas headquarters.
“We continue to raise the bar in providing superior service to our clients, and it’s an honor to have our commitment to industry-leading service recognized by J.D. Power for a decade,” says GES CEO Anthony Lau.
According to J.D. Power, “GES has demonstrated its commitment to the customer experience by earning their tenth consecutive certification. In fact, according to our research, GES’ performance around the ‘timeliness of resolution’ and ‘promptness in getting to a representative’ attributes was especially high.”
“Achieving J.D Power Certification for the tenth year in a row is an honor and a testament to our service culture,” says Cora Danielson, senior director of the GES National Servicenter. “I am extremely proud of our team and their continued commitment to service excellence.”
For certification status, a contact center must also perform within the top 20 percent of customer service scores, which are based on benchmarks established in J.D. Power’s cross-industry customer satisfaction research. The evaluation criteria include the customer service representatives’ courtesy, knowledge and concern for the customer; promptness in speaking to a person; and timely resolution of the problem or request. Additionally, the experience with the automated phone system is evaluated based on the clarity of the information provided, the ease of navigating the phone menu prompts and the ease of understanding the phone menu instructions.
The Certified Customer Service Program was launched by J.D. Power in 2004 to evaluate overall customer satisfaction with live phone interactions and to help organizations in various industries increase their efficiency and effectiveness by establishing and continually updating leading practices for handling service calls. The program certifies the live phone channel and the IVR self-service channel.
GES, a Viad Corp company, is a global, full-service provider for live events, producing corporate events, exhibitions, conferences, congresses, exhibits and entertainment experiences. GES provides a wide range of services, including official show services, audio visual, cutting-edge creative and design, marketing and measurement services, and event accommodations with an unrivaled global reach. Ad Age has named GES as one of the “Nation’s Largest Experiential/Event Marketing Agency Networks” for nine consecutive years. For more info, visit ges.com.