Customer Service Lessons From 5 Top Companies

Mary Lu Tuthill  |  October 19, 2016

Customer Service Lessons From 5 Top Companies
It seems the more efficient we become as a society, the less personal attention we experience in customer service. These five companies are defying that trend by delivering the kind of customer service your grandmother remembers:

1. REI

Let’s face it- a lot can go awry on a wilderness trip, especially if you’re unprepared. REI’s sales team asks all the right questions and fits you with the appropriate gear and apparel you’ll need for your big adventure. They also have a 100% satisfaction guarantee policy and will replace any items you are unsatisfied with up to one year, with proof of purchase. REI combines superior customer service with online access to a knowledge database that can better prepare you for the adventures to come.

2. Virgin America

Weary travelers flock to Virgin America for their tech-rich extras and tailored customer service. The Virgin America customer experience is infused with fun, from their creative cabin lighting, to their security videos. Their entertainment is top-notch and includes newly released movies, games, and live television. WiFi, and standard and USB plugs keep you- and your devices connected.

Making and keeping friends during the flight is easy. You can send your colleague or new acquaintance a drink, meal or snack through the touch screen delivery system, and you can use the chat application to mingle with fellow passengers. There’s even an opportunity to give back with a simple swipe of your credit card. Imagine dozing off, knowing you just made a difference in the world you’re flying over.

3. Amazon

Amazon has always been at the forefront of customer service, consistently ranking high in customer satisfaction for fast and reliable deliveries. Their ability to provide an enormous amount of inventory options, combined with their highly valued service, ranks them high on the list. Additionally, their AmazonSmile program donates 0.5% of the price of eligible AmazonSmile purchases to the charitable organization of your choice.

4. Nordstrom

Nordstrom is so well known for their customer service, they have their own customer service webinar, “The Nordstrom Way to Customer Service Excellence.” Customer service expert, Robert Spector covers how the employee experience is directly related to the customer experience, among other tips. Their generous return policy, combined with rapid response times and customer support policies makes this a company to emulate.

5. Trader Joe’s

Trader Joe’s stand out among the rest by competing against the major grocery chains for low prices for high-quality foods. Trader Joe’s has something for every palette, while also catering to the whole foods and gluten-free trend. Their friendly check-out staff, combined with their tasty, low-cost items appeal to those with busy schedules and curious taste buds. You know what you’re getting when you go to Trader Joes, mostly because it’s branded all over their packaging, and often highlighted in their newsletter, the “Fearless Flyer.” If you need some good foodie news, check out this publication. It’s as mouth-watering as it is funny.

From camping gear to retail and groceries, to e-commerce, and flying above it all, spectacular customer service has one common denominator: delivering the best service and products- and then building from there. That way, it just keeps getting better.

Looking for the perfect luxury property? Find luxury homes for sale in Brentwood and Bel Air at Mary Lu Tuthill. 

Mary Lu Tuthill

About the Author

Mary Lu Tuthill

Mary Lu Tuthill is the Vice President of Global Luxury Brentwood. She brings a refreshingly genuine, earnest and forthright work ethic to the business of real estate. It's these qualities along with her incredible knowledge and experience, that has allowed her to become a leading luxury realtor on the LA Westside.

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Mary Lu Tuthill is the premier real estate agent in Brentwood and has helped hundreds of buyers find their dream home in Brentwood and beyond, resulting in over $1 Billion of closed residential real estate transactions in the last 20 years.