OnStar has been recognized for its outstanding customer service, earning the prestigious International Service Excellence Award from the Customer Service Institute of America (CSIA) for 2011. This accolade highlights OnStar's commitment to providing top-tier service and adds to their impressive list of achievements.
To be considered for the award, OnStar had to submit a comprehensive description of their customer service protocols to the CSIA. This detailed submission led to OnStar being named a finalist. Subsequently, a CSIA judge visited OnStar's headquarters in Detroit and audited a customer service call from their call center in Warren, Michigan.
OnStar's call centers handle an immense volume of calls, sometimes exceeding 150,000 calls per day, which equates to about two calls per second. Despite this high demand, OnStar maintains some of the best customer service representatives in the industry.
"When researching and visiting OnStar, I knew their knowledge, ability to serve their customers and answer calls in only a matter of seconds was something I would witness first hand," said Christine Churchill, CSIA executive director.
OnStar's customer service strategy is centered around customer satisfaction. They utilize customer service surveys to gauge performance and identify areas for improvement. Currently, OnStar's customer service scores an impressive 8.83 out of 10 across various areas, including navigation, sales, and billing.
"This award is a great tribute, not only to our 2,000-plus Advisors, who are the backbone of the OnStar service, but also to all the managers, trainers, and executives that allow us to perform at an exceptional level of customer service," said Joanne Finnorn, vice president, OnStar Subscriber Services.
One of the reasons OnStar excels in customer service is the nature of their business. Representatives often assist customers during stressful situations, such as accidents or when they are lost. OnStar ensures that all representatives are trained to handle these sensitive calls with empathy and efficiency. Notably, 99.9% of OnStar’s airbag and Automatic Crash Response calls are answered within a second, and all representatives are Emergency Medical Dispatch certified.
OnStar is also a contender for the "Best Use of Technology in Customer Service" award at the 2012 Stevie Awards, with the winner to be announced on February 27 in Las Vegas. This nomination further underscores OnStar's innovative approach to customer service.
OnStar's dedication to exceptional customer service is evident through their rigorous training, high call volume management, and commitment to customer satisfaction. Their recognition by the CSIA and nomination for the Stevie Awards further solidify their position as a leader in customer service excellence.
For more information on the importance of customer service excellence, you can visit Forbes and Harvard Business Review.
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