By changing toners we’ll not only have a positive impact on the environment by recycling cartridges, but also save the business around £160,000 per year.Steve RedmanDLG Contract Manager
In order to reduce costs we looked at offering DLG alternatives, rather than simply discounting their existing basket. The result was we were able to deliver mutually beneficial savings. We’re now working together to pursue some more exciting opportunities at DLG.Gerry BlackBanking & Finance Major, Account Manager
My delivery driver Chris is amazing. I suffer with a bad shoulder, so every time she delivers she puts my paper in the cupboard for me. She is always jolly and friendly and I really appreciate her help.Special thanks to Christine TaylorOffice Depot delivery driver by Grange School, Northwich
Nothing is more important than the trust that our customers place in us, and if something goes wrong, we want to make them confident that they can always count on us to make it right for them.Casey AhlbumExecutive, Customer Relations
At Office Depot our customer focus leads us to anticipate and listen to consumers’ needs while passionately delivering on our promises. We continue to be recognized for these efforts.
Office Depot was honored with a Gold Stevie® Award for Innovation in Customer Service in the eighth annual international competition, which recognizes excellence in disciplines that are crucial to business success, and honors the accomplishments of sales, customer service, and call/contact center professionals worldwide. Office Depot was recognized for satisfying its customers through improved customer service representative quality. The company dedicates time, energy and resources to proactively measure the “voice of the customer” through hourly, daily, and weekly measurements taken randomly from the thousands of customer interactions that occur throughout Office Depot’s service delivery network.
Office Depot provides customers with world class service through its customer contact centers, answering calls in less than 10 seconds.
Exceeding Expectations Online
As more Office Depot customers shift their purchases to the Web, the company has implemented new initiatives to provide the same high level of customer care to its e-commerce customers through live chat, with their inquiries being answered in under 12 seconds.
Earning “Wows” By Recovering From The Most Difficult Service Challenges
At the very tip of the customer service funnel is Office Depot’s Executive Consumer Relations (ECR) team. These customer care experts handle our most complicated and highest-profile service challenges in North America. In addition to issues that arrive through internal call transfers, email and letters, the team proactively leverages social media to monitor and respond to comments. Posts on Facebook, Twitter and blog sites are immediately acknowledged, inviting posters to email the ECR team. A customer advocate contacts the customer within two hours and works to address the issue.
Diane, I wanted to thank you very much for helping me get the refund back to my credit card.
After weeks of confusion and frustration you were able to clear up the problem within a week. The full amount is back on the credit card now.
I was so tired of trying to get this resolved I wasn’t going to ever buy from Office Depot ever again. You changed my mind, I appreciate you and the extra effort you made to help me.
Office Depot Customer
I would just like to pass along some information as to the character and management skills of Marghi.
When I got Marghi on the phone, she put me at ease, and then proceeded to address the problem in the most straightforward simplified manner that she could.
It took her 5 minutes to address something that 45 minutes could not with someone else.
Having someone of that caliber in your customer relations department is surely a positive way to keep the good name.
Office Depot Customer
I am an Office Depot customer. This letter is written to inform you of Dale Wells’ excellent handling of my problem.
I order some printer ink from your company but received the incorrect color of ink. I needed black but received color instead. I was very upset because this had created a problem for me. I could not complete my task at home and I live 30 miles from Office Depot. Staples and Office Max is also just as far. I live in the country not the city.
My first contact was with an online representative. She could not solve my problem therefore, I asked for the corporate office. When I called, Dale Wells, Senior Customer Advocate answered the phone, listened to my problem and started assisting me.
I must admit I was upset for the following reasons:
- I received the wrong item
- I would have to pay again to receive the correct one
- I live in an area were next day delivery is not offered by Office Depot.
- None of this is my fault
- I would have to go to the church to complete my programs for Sunday.
During my conversation with Dale, I even said I would not shop at Office Depot any more! We had a long conversation and as upset as I was, she was able to calm me down, help me obtain my item and keep me as a customer. She even told me to call her when I received my item. I forgot to call but she followed up and called me! I was impressed. Normally, after a customer service rep. gets you off the phone, they sure don’t want to here from you again.
Dale is a jewel of a customer advocate! She knows her job, does it well and is able to maintain control of the situation. I just had to write you and let you know how well she handled my problem. I am a very satisfied customer.
Office Depot Customer