Published on : Tuesday, November 1, 2016
Delta Air Lines’ Premium Sales and Service Customer Engagement Centers have been recognized for customer satisfaction excellence by the J.D. Power Certified Contact Center Program in the live phone channel for the third year in a row.
Delta is the first airline to ever achieve J.D. Power Contact Center Certification.
JDPower_2016“This honor from J.D. Power reflects the spirit of Delta people,” said Ed Bastian, Delta’s CEO. “On behalf of more than 80,000 Delta employees, I want to congratulate and thank all of our Reservation Sales and Customer Care colleagues. Because of their dedication, our reputation for unmatched customer service continues to distinguish us from our competitors year after year.”
The certification signifies that Delta’s Premium Sales and Service team, which provides assistance to customers including SkyMiles Diamond, Platinum and Gold Medallion members, has attained the high benchmark established by J.D. Power for contact center customer service and operational performance.
As part of its evaluation, J.D. Power conducted a random survey of customers who contacted Delta’s Customer Engagement Centers in Chisholm, Minn.; Cincinnati; Minneapolis/St. Paul and Salt Lake City, where Customer Experience Specialists assist with Premium Sales and Service calls.
Delta also had to pass an operational audit of several call center industry best practices, including processes related to recruiting, training, performance management and quality assurance.
“We are honored to once again achieve this respected recognition from J.D. Power based on the exceptional service provided by our Customer Experience Specialists,” said Charisse Evans, Delta’s Vice President – Reservation Sales and Customer Care. “The certification is a demonstration of our commitment to listen, care and connect with customers 24 hours a day, seven days a week. I am extremely proud of our dedicated colleagues who, along with the support of all Delta people worldwide, continue to exceed our customers’ expectations.”
To earn J.D. Power certification, a contact center must perform within the top 20 percent of customer service scores, which are based on benchmarks established in J.D. Power’s
cross-industry customer satisfaction research.
J.D. Power said its research indicated, “The Delta Premium Sales and Service team particularly excelled in six attributes of the customer’s experience: ease of understanding the phone menu instructions; courtesy; concern; knowledge of the representative; promptness in speaking to a person; and timeliness of resolution. These results are indicative of the outstanding customer experience delivered by the Delta Premium Service and Sales team.”