{"id":186866,"date":"2014-12-09T04:00:34","date_gmt":"2014-12-08T18:00:34","guid":{"rendered":"http:\/\/www.saipantribune.com\/?p=186866"},"modified":"2014-12-09T04:00:34","modified_gmt":"2014-12-08T18:00:34","slug":"delta-teams-recognized-j-d-power","status":"publish","type":"post","link":"https:\/\/www.saipantribune.com\/index.php\/delta-teams-recognized-j-d-power\/","title":{"rendered":"Delta teams recognized by J.D. Power"},"content":{"rendered":"

ATLANTA\u2014Delta Air Lines\u2019 Reservations division, Premium Sales and Service, has been recognized for customer service excellence by the J.D. Power Certified Contact Center Program.<\/p>\n

\u201cCongratulations to our Delta colleagues in Reservation Sales for achieving the high distinction of J.D. Power Contact Center certification for our Premium Sales and Service groups,\u201d said Delta president Ed Bastian. \u201cThis recognition is a demonstration of their teamwork and the strides they have made to meet the highest standards of customer service.\u201d<\/p>\n

\"Regional<\/a>
Regional craft beers now available on Delta. (PRNEWSFOTO\/DELTA AIR LINES)<\/figcaption><\/figure>\n

The certification signifies that Delta\u2019s Premium Sales and Service teams have attained the high benchmark established by J.D. Power for contact center customer service and operational excellence.<\/p>\n

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 site visits to three\u00a0of Delta\u2019s seven U.S. centers, as well as achieving a minimum score on a comprehensive customer satisfaction survey randomly conducted by J.D. Power.<\/p>\n

\u201cWe are proud and excited to receive this recognition from J.D. Power for the excellent customer service provided by our Premium Sales and Service specialists,\u201d said Charisse Evans, vice president for Delta Reservation Sales and Customer Care. \u201cBecause customer surveys were a key component of the certification process, it means a great deal to us that our customers agreed with J.D. Power on the high level of service delivered by our dedicated Reservations team.\u201d<\/p>\n

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\u2019s courtesy, job knowledge and concern for the customer, promptness in answering customer calls and a timely resolution of the customer\u2019s request or problem. J.D. Power also evaluates the customers\u2019 ease in navigating a company\u2019s interactive voice response system, the clarity of information provided by the system and the ease of understanding the phone menu prompts.<\/p>\n

\u201cCongratulations to the Delta Air Lines Premium Sales and Service team for earning this very demanding certification,\u201d said Mark Miller, senior director at J.D. Power. \u201cOur customer experience research shows that Delta\u2019s Premium Sales and Service team delivered high agent courtesy and high agent knowledge, and that callers were able to reach an agent quickly.\u201d (Delta)<\/em><\/p>\n","protected":false},"excerpt":{"rendered":"

ATLANTA\u2014Delta Air Lines\u2019 Reservations division, Premium Sales and Service, has been recognized for customer service…<\/p>\n","protected":false},"author":28,"featured_media":186869,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[11],"tags":[50],"class_list":["post-186866","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-business","tag-power"],"_links":{"self":[{"href":"https:\/\/www.saipantribune.com\/index.php\/wp-json\/wp\/v2\/posts\/186866","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/www.saipantribune.com\/index.php\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/www.saipantribune.com\/index.php\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/www.saipantribune.com\/index.php\/wp-json\/wp\/v2\/users\/28"}],"replies":[{"embeddable":true,"href":"https:\/\/www.saipantribune.com\/index.php\/wp-json\/wp\/v2\/comments?post=186866"}],"version-history":[{"count":0,"href":"https:\/\/www.saipantribune.com\/index.php\/wp-json\/wp\/v2\/posts\/186866\/revisions"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/www.saipantribune.com\/index.php\/wp-json\/wp\/v2\/media\/186869"}],"wp:attachment":[{"href":"https:\/\/www.saipantribune.com\/index.php\/wp-json\/wp\/v2\/media?parent=186866"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/www.saipantribune.com\/index.php\/wp-json\/wp\/v2\/categories?post=186866"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/www.saipantribune.com\/index.php\/wp-json\/wp\/v2\/tags?post=186866"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}