Skies are Getting Friendlier
Updated · Jul 02, 2001
In an industry that is often beleaguered by customer dissatisfaction, it is refreshing to note that US Airways has been recognized for its outstanding customer service.
Presented by NSDI Teleperformance, the 2001 U.S. CRM (customer relationship management) Grand Prix Customer Service Award was awarded to US Airways for consistently high levels of telephone support for customers who called its reservations call centers. US Airways has 3,600 reservations representatives in nine call centers in California, Florida, Indiana, New York, North Carolina, Ohio and Pennsylvania.
“This award is a tribute to the professionalism of our call center employees and reflects enormously on their unparalleled commitment to enhancing customer service,” said Alan W. Crellin, US Airways’ senior vice president of customer service.
The awards program, now in its thirteenth year, measures how effectively companies manage their customer contacts. Each company was evaluated through a series of unannounced contacts to their customer service teams and was scored for performance on pre-defined service criteria, ranging from speed of service and product knowledge to overall attitude and effectiveness of the contact. This year’s U.S. competition encompassed more than 2,500 telephone calls and 700+ e-mails/Web contacts.
Other winners included 1-800-Flowers.com, Avis Car Rental, Cox Communications, DirectTV, Inc., IBM, Lands’ End, Inc., Liberty Mutual Insurance Company, Nordstrom.com and Sara Lee Branded Foods.