GES Recognized by J.D. Power and Associates for Providing an Outstanding Customer Service Experience
Global Experience Specialists (GES) announced that the GES National Servicenters has been recognized for call center customer satisfaction excellence for a fifth consecutive year under the J.D. Power and Associates Call Center Certification Program. The distinction acknowledges a strong commitment by GES call center operations to provide “An Outstanding Customer Service Experience.”
To become certified, GES’ call center successfully passed a detailed audit of more than 100 practices that encompass the call center’s customer satisfaction measurement and analysis strategies, recruiting, training, employee incentives, quality assurance capabilities, and management roles and responsibilities. As part of its evaluation, J.D. Power and Associates also conducted a random survey of GES customers who recently contacted its call center, located in Las Vegas.
“GES has shown a real commitment to providing outstanding customer service, and are to be congratulated for earning their fifth consecutive certification,” said J.D. Power and Associates. “Our research indicated that customers noted the concern demonstrated by GES for any issues and felt that they could get to the GES team quickly.”
For certification status, a call center must also perform within the top 20 percent of customer service scores, which are based on benchmarks established in J.D. Power and Associates’ cross-industry customer satisfaction research. The evaluation criteria include the customer service representative’s 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.
“GES was the first in the industry to develop a centralized call center to provide exhibitors with one-stop, hassle-free service, and our knowledgeable team continues to raise the bar in assisting exhibitors with their trade show needs,” said GES Sr. Vice President of Customer Service Chris Elam. “Earning call center certification by J.D. Power and Associates for five years in a row is not only a great honor, but also demonstrates GES’ commitment to providing exceptional service to our customers through our investment in the training and development of our dedicated team and in our call center’s technology .”
The Call Center Certification Program was launched by J.D. Power and Associates in 2004 to evaluate overall customer satisfaction with call centers and to help call centers in various industries increase their efficiency and effectiveness by establishing and continually updating leading practices for handling service calls.
For more information on the Call Center Certification Program, please visit www.JDPower.com. The GES National Servicenter is open weekdays from 6 a.m. to 5 p.m. PT. Customers may speak to a knowledgeable representative by telephone 1.800.475.2098 or through live chat. For more information, visit us at www.ges.com.
Global Experience Specialists, Inc. (GES), a Viad Corp (NYSE: VVI) company, is a leading marketing agency that produces exhibitions, events, exhibits and retail environments. GES provides a wide range of services, including turn-key official show services, cutting-edge creative and design, marketing and measurement services—all with an unrivaled global reach. GES partners with leading shows and brands, including the International CES, Spring Fair Birmingham, International Woodworking Fair, CONEXPO-CON/AGG and IFPE, Bell Helicopter, Genzyme, L’Oreal, Warner Bros., and Simon Property Group. GES’ National Servicenter has been recognized with certification under the J.D. Power and Associates Certified Call Center Program for the past five years, and for the third year in a row, Ad Age has named GES as one of the “World’s 50 Largest Agency Companies.” For more information, go to www.ges.com or the GES blog at defyingconvention.ges.com.
About J.D. Power and Associates
Headquartered in Westlake Village, CA, J.D. Power and Associates is a global marketing information services company operating in key business sectors including market research, forecasting, performance improvement, training and customer satisfaction. The company’s quality and satisfaction measurements are based on responses from millions of consumers annually. For more information on car reviews and ratings, car insurance, health insurance, cell phone ratings, and more, visit www.JDPower.com. J.D. Power and Associates is a business unit of The McGraw-Hill Companies.
About The McGraw-Hill Companies
Founded in 1888, The McGraw-Hill Companies (NYSE: MHP) is a leading global information services provider meeting worldwide needs in the financial services, education and business information markets through leading brands such as Standard & Poor’s, McGraw-Hill Education, BusinessWeek and J.D. Power and Associates. The Corporation has more than 280 offices in 40 countries. Sales in 2007 were $6.8 billion. Additional information is available at www.mcgraw-hill.com.
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