ATLANTA, Oct. 8, 2015 /PRNewswire/ -- Delta Air Lines'
(NYSE: DAL) Reservations Premium Sales and Service teams have been
recognized for customer service excellence by the J.D. Power
Certified Contact Center ProgramSM for the second
year in a row.
The certification signifies that Delta's Premium Sales and
Service teams, which provide assistance to customers including
SkyMiles Diamond, Platinum and Gold Medallion members, have
attained the high benchmark established by J.D. Power for contact
center customer service and operational performance.
"I would like to thank our Premium Sales and Service colleagues,
along with all of our Reservation Sales and Customer Care
employees, for their hard work and commitment to our customers,"
said Ed Bastian, Delta's President.
"Earning this recognition for the second consecutive year is
important validation that Delta people continue to deliver
exceptional customer experiences."
The certification process conducted by J.D. Power, the global
marketing information services company, took months to complete and
required Delta to pass an audit of best practices for contact
centers. This included comprehensive customer satisfaction surveys
randomly conducted by J.D. Power, as well as site visits to Delta's
centers in Chisholm, Minn.;
Cincinnati; Minneapolis/St. Paul; and Salt Lake City, whose teams assist with
Premium Sales and Service calls.
"We are honored to once again achieve this respected distinction
from J.D. Power based on the high level of customer service
provided by our Premium Sales and Service specialists," said
Charisse Evans, Delta's Vice
President – Reservation Sales and Customer Care. "I am extremely
proud of our dedicated colleagues who, along with the support of
nearly 80,000 Delta employees worldwide, continue to raise the bar
by exceeding our customers' expectations."
To earn J.D. Power certification, centers must perform within
the top 20 percent of customer service scores based on criteria
that include a specialist's courtesy, job knowledge and concern for
the customer; promptness in answering customer calls; and a timely
resolution of the customer's request or problem. J.D. Power also
evaluates the customer's ease in navigating a company's interactive
voice response system; the clarity of information provided by the
system; and the ease of understanding the phone menu
instructions.
J.D. Power said its research indicated, "Customers calling the
Delta Premium Sales and Service team rated them particularly well
on the automated phone system, as well as on their representatives'
courtesy, knowledge and concern; timeliness of resolution; and
promptness in speaking to the representative."
For additional information on the J.D. Power Certified Contact
Center Program, visit www.jdpower.com.
About Delta
Delta Air Lines serves more than 170 million customers each
year. Delta was named to FORTUNE magazine's top 50 World's Most
Admired Companies in addition to being named the most admired
airline for the fourth time in five years. Additionally, Delta has
ranked No.1 in the Business Travel News Annual Airline survey for
four consecutive years, a first for any airline. With an
industry-leading global network, Delta and the Delta Connection
carriers offer service to 318 destinations in 58 countries on six
continents. Headquartered in Atlanta, Delta employs nearly 80,000 employees
worldwide and operates a mainline fleet of more than 700 aircraft.
The airline is a founding member of the SkyTeam global alliance and
participates in the industry's leading trans-Atlantic joint venture
with Air France-KLM and Alitalia as well as a joint venture with
Virgin Atlantic. Including its worldwide alliance partners, Delta
offers customers more than 15,000 daily flights, with key hubs and
markets including Amsterdam, Atlanta, Boston, Detroit, Los Angeles,
Minneapolis/St. Paul, New York-JFK, New York-LaGuardia,
Paris-Charles de Gaulle, Salt Lake City, Seattle and Tokyo-Narita.
Delta has invested billions of dollars in airport facilities,
global products and services, and technology to enhance the
customer experience in the air and on the ground. Additional
information is available on the Delta News Hub, as well as
delta.com, Twitter @DeltaNewsHub, Google.com/+Delta,
Facebook.com/delta and Delta's blog takingoff.delta.com.
About J.D. Power
J.D. Power is a global marketing information services company
providing performance improvement, social media and customer
satisfaction insights and solutions. The company's quality and
satisfaction measurements are based on responses from millions of
consumers annually. Headquartered in Westlake Village, Calif., J.D. Power has
offices in North/South America,
Europe and Asia Pacific. For more information on car
reviews and ratings, car insurance, health insurance, cell phone
ratings, and more, please visit JDPower.com.
J.D. Power is a business unit of McGraw Hill Financial.
Logo -
http://photos.prnewswire.com/prnh/20090202/DELTALOGO
To view the original version on PR Newswire,
visit:http://www.prnewswire.com/news-releases/delta-reservations-premium-sales-and-service-teams-recognized-by-jd-power-for-customer-service-excellence-300156600.html
SOURCE Delta Air Lines