VIZIO’s Executive Resolution Team
Company: VIZIO Inc., Irvine, CA
Company Division/Group: VIZIO Contact Center
Company Description: VIZIO's Contact Center is located in Dakota Dunes,South Dakota. The site has just over 100 customer-facing agents, taking over a million contacts a year. Its mission is: To Help People. The VIZIO contact center takes phone calls, chats, emails, along with managing social media sites. While the contact center is in South Dakota, VIZIO's headquarters are located in Irvine, CA.
Nomination Category: Customer Service & Call Center Awards Team Categories
Nomination Sub Category: Customer Service Complaints Team of the Year - All Other Industries
Nomination Title: VIZIO’s Executive Resolution Team
Tell the story about what this nominated team achieved since the beginning of July 2016 (up to 650 words). Focus on specific accomplishments, and relate these accomplishments to past performance or industry norms. Be sure to mention obstacles overcome, innovations or discoveries made, and outcomes: TEXT REDACTED FOR PUBLICATION
The unfortunate reality is that not every customer is 100% satisfied with their outcome when receiving Customer Support. So they complain. They escalate. This is where VIZIO’s Executive Resolution Team (ERT) comes into play. The ERT’s primary objective is to provide fairness and consistency for each person, while attempting to reach a satisfactory resolution for both VIZIO and our valued customers. The ERT resolves customer complaints and they’re really good at it.
Since 2011, this team of seven incredibly talented individuals has played a vital role in helping shape VIZIO into a nationally recognized brand known for its All-American, Award-Winning customer service.
VIZIO’s ERT has done this by focusing on two key behaviors when working to reach a resolution with a dissatisfied customer:
1. Make sure that dissatisfied customers are offered multiple options: Quite often in today’s Customer Service, the common mentality is to give the customer one option to resolve their problem. If they’re not happy with the result, so be it. Not so with the ERT. They take it a step further. In each scenario they strive to offer more than one option to resolve the customer’s problem. By doing this, it empowers the customer to be the decision-maker and gives them a feeling of satisfaction. Additionally, it increases the chances that the customer will be satisfied with the resolution.
2. Think outside the box to reach the resolution: Each customer has different expectations. It’s commonly assumed that the same resolution that satisfies customer A, will also satisfy customer B. Nothing could be further from the truth. Each customer is unique and as such has different expectations. VIZIO’s Executive Resolutions Team understands this and uses it to their advantage to find a satisfactory resolution. Quite often the ERT has to think outside the box to reach this resolution. This is done by researching and gathering all of the information involved. It often requires spending extra time, making extra phone calls, and conducting extra research. The ERT does not leave a stone unturned and uses all available resources to satisfy each customer.
Since this focus was implemented, VIZIO has seen tremendous results in two key metrics that truly show if customers are satisfied and the related cost of satisfying them:
What type of issues does the ERT resolve? Typically, Out of Warranty (OOW) issues are the most common. A customer purchased a VIZIO TV five years ago and the device is failing. He is four years out of warranty. On his initial contact to us he was informed he was Out of Warranty. He notified his state’s Attorney General, and sent emails to every possible combination of names he could think of when searching for VIZIO executives. VIZIO’s ERT was able to work with the manufacturer and get his TV covered and replaced.
Since July 2016, once again the VIZIO Executive Resolution Team continues to increase Customer Satisfaction while reducing Customer Satisfaction Cost as they address and resolve customer complaints. Now THAT deserves an award.