Austin Chamber honors large businesses for outstanding customer experience

On August 21st, the Austin Chamber hosted the 19th annual Greater Austin Business Awards. With more than 125 nominees across 12 categories, we wanted to share some of the great things each of our honorees are doing. Today, we are focusing on the large business honorees for our Austin Regional Clinic Customer Experience Award.

Posted on 09/11/2019 by Austin Chamber of Commerce

SolarWinds

The SolarWinds technical support team provides 24/7/365 assistance across various geographical locations. It's global team receives at least 135,000 cases and 77,000 calls per year. SolarWinds is dedicated to putting its customers first, striving to ensure customers are deriving value from its products and that the customer experience is both positive and empowering. To support this vision, SolarWinds has reimagined its support solution. They have mapped the customer journey from point-of-sale through to renewal, seeking to understand and improve each touchpoint between us and our customers. SolarWinds looks to to ensure they are consistency delivering a customer-centric mindset, has been awarded multiple customer service awards for its efforts including Support Team of the Year for 2018.

HHS

HHS' customer service begins at orientation and training with its hospitality 101 course that consists of various customer service tactics. HHS' hospitality training is ongoing and is reviewed regularly during team huddles to ensure team members are continually engaged and service-minded. The company rewards and acknowledges its employees for their customer care and quality service often. HHS Team Member Recognition Program is a formalized program to honor and recognize team members for their achievements. Team members receive recognition in four key categories: tenure, safety, service excellence, and teamwork. Along with recognition, team members receive monetary awards for their service excellence.

WP Engine

WP Engine's Customer Experience team believes that every interaction with a customer is an opportunity to listen, learn, serve and improve. Customer Experience Operations is a vital part of who WP Engine is because it enables their front-line teams to operate at scale. All new team members participate in a week-long orientation, followed by 6 weeks of classroom and hands-on training before responding to their first customer question. The company has an ever-expanding library of internal courses that are encouraged for continuing education and have senior team members dedicated to providing real-time coaching and guidance for techs as they engage with customers. Rather than looking only at productivity, WP Engine emphasizes quality and customer satisfaction with every customer interaction.

Kerbey Lane Cafe

The overarching customer service policy at Kerbey Lane Cafe is simple: be nice. Every employee goes through the company's signature"Art of Giving Great Service" class, where they learn how to handle feedback and give customers the best experience possible. Kerbey Lane Cade stresses, if we don't know, we can't fix it, leading employees to always seek feedback. The company empowers all employees to manage customer service directly. Budget is allocated to allow our team members to provide complimentary items for guests at their discretion, no matter the reason. This gives the server the power to genuinely interact with customers without a corporate script. They value the ability to make decisions and make people feel good. For example, customers have come in and chatted with their server and mention how they had a really bad day, or bad experience in life, team members can brighten their day by providing them a complimentary appetizer, dessert or their entire meal.


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