Delta Reservations Premium Sales and Service teams recognized by J.D. Power for Customer Service Excellence
Customer Engagement Centers receive contact center certification
“Congratulations to our Delta colleagues in Reservation Sales for achieving the high distinction of J.D. Power Contact Center certification for our Premium Sales and Service groups,” said Delta President Ed Bastian. “This recognition is a demonstration of their teamwork and the strides they have made to meet the highest standards of customer service.”
The certification signifies that Delta’s Premium Sales and Service teams have attained the high benchmark established by J.D. Power for contact center customer service and operational excellence.
The certification process conducted by J.D. Power, the global marketing information services company, took months to complete and required Delta to pass an audit of best practices for contact centers. This included site visits to each of Delta’s seven U.S. centers, as well as achieving a minimum score on a comprehensive customer satisfaction survey randomly conducted by J.D. Power.
“We are proud and excited to receive this recognition from J.D. Power for the excellent customer service provided by our Premium Sales and Service specialists,” said Charisse Evans, vice president for Delta Reservation Sales and Customer Care. “Because customer surveys were a key component of the certification process, it means a great deal to us that our customers agreed with J.D. Power on the high level of service delivered by our dedicated Reservations team.”
To earn J.D. Power certification, centers must perform within the top 20 percent of customer service scores based on criteria that include a specialist’s courtesy, job knowledge and concern for the customer, promptness in answering customer calls and a timely resolution of the customer’s request or problem. J.D. Power also evaluates the customers’ ease in navigating a company’s interactive voice response system, the clarity of information provided by the system and the ease of understanding the phone menu prompts.
“Congratulations to the Delta Air Lines Premium Sales and Service team for earning this very demanding certification,” said Mark Miller, senior director at J.D. Power. “Our customer experience research shows that Delta’s Premium Sales and Service team delivered high agent courtesy and high agent knowledge, and that callers were able to reach an agent quickly.”
For additional J.D. Power 2014 Contact Center Certification Program information, visit www.jdpower.com.
About Delta Air Lines
Delta Air Lines serves nearly 165 million customers each year. This year, Delta was named the 2014 Airline of the Year by Air Transport World magazine and was named to FORTUNE magazine’s 50 Most Admired Companies, in addition to being named the most admired airline for the third time in four years. With an industry-leading global network, Delta and the Delta Connection carriers offer service to 319 destinations in 59 countries on six continents. Headquartered in Atlanta, Delta employs nearly 80,000 employees worldwide and operates a mainline fleet of more than 700 aircraft. The airline is a founding member of the SkyTeam global alliance and participates in the industry’s leading trans-Atlantic joint venture with Air France-KLM and Alitalia as well as a newly formed joint venture with Virgin Atlantic. Including its worldwide alliance partners, Delta offers customers more than 15,000 daily flights, with key hubs and markets including Amsterdam, Atlanta, Boston, Detroit, Los Angeles, Minneapolis/St. Paul, New York-JFK, New York-LaGuardia, Paris-Charles de Gaulle, Salt Lake City, Seattle and Tokyo-Narita. Delta has invested billions of dollars in airport facilities, global products, services and technology to enhance the customer experience in the air and on the ground. Additional information is available on delta.com, Twitter @Delta, Google.com/+Delta, Facebook.com/delta and Delta’s blog takingoff.delta.com.
About J.D. Power
J.D. Power is a global marketing information services company providing performance improvement, social media and customer satisfaction insights and solutions. The company’s quality and satisfaction measurements are based on responses from millions of consumers annually. Headquartered in Westlake Village, Calif., J.D. Power has offices in North/South America, Europe and Asia Pacific. For more information on car reviews and ratings, car insurance, health insurance, cell phone ratings, and more, please visit JDPower.com. J.D. Power is a business unit of McGraw Hill Financial.
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