Passionate About Panasonic
Some feedback from the gethuman Customer Service Excellence Experts group on Linkedin.com, there is an interesting discussion going on about passionate customer bases. We learned that Panasonic is earning customer praise by going far beyond any service expectations ever seen in the Dutch market.
" To be short, most important reason is because they found an outsourced service company with enough expertise and drive for quality service that they solve 85% of consumer electronics questions on the phone (most are settings problems) with clear (non-technical) instructions, check back with the customer if the problem is actually solved on the agreed moment and only if there is still a problem, send a mechanic.
This prevents customers from having to stay home all day/morning/afternoon for the courier, having to uninstall and miss their equipment for 5 weeks and staying at home for the return courier, after which the customer hopes their problem is solved. Also this is an advantage for Panasonic as even an expensive technical call and callback is still cheaper than a courier and servicedesk transaction. "
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" To be short, most important reason is because they found an outsourced service company with enough expertise and drive for quality service that they solve 85% of consumer electronics questions on the phone (most are settings problems) with clear (non-technical) instructions, check back with the customer if the problem is actually solved on the agreed moment and only if there is still a problem, send a mechanic.
This prevents customers from having to stay home all day/morning/afternoon for the courier, having to uninstall and miss their equipment for 5 weeks and staying at home for the return courier, after which the customer hopes their problem is solved. Also this is an advantage for Panasonic as even an expensive technical call and callback is still cheaper than a courier and servicedesk transaction. "
