Radio Flyer - Contact Center of the Year

Company: Radio Flyer
Company Description: Radio Flyer is the maker of the little red wagon and the world’s leading producer of wagons, tricycles, pre-school scooters and other ride-ons. The Chicago-based company has more than 100 award-winning products available in 25 countries. Since 1917, the family-owned company has created icons of childhood, building a legacy of high quality, timeless and innovative toys that spark imagination.
Nomination Category: Customer Service & Call Center Awards Team Categories
Nomination Sub Category: Contact Center of the Year (Up to 100 Seats) - All Other Industries

Nomination Title: Radio Flyer – Committed to Providing FUNatical Customer Service

95% of our customers say that our team is Very Helpful! For over 100 years, Radio Flyer has held a special place in families’ hearts. Our brand was built on love and our mission is to bring smiles to kids of all ages and create warm memories that last a lifetime. Our high-performing team understands this is unique and the innovative products we design fuel imaginations. This is inspiring and it comes with great responsibility. Our employees, who we call Flyers, are motivated to continue the legacy. Everyone in the company is passionate about what they do. Flyers deliver FUNomenal customer service, like we have for generations. This performance and team engagement attributed to recognition as a great place to work by Fortune, PEOPLE Magazine, and Crain’s Chicago Business for 10 years.

All new Flyers shadow Customer Service Representatives for 3 hours in orientation because we believe our FUNomenal Customer Service is the foundation of our brand. This team sets the bar for delivering this service and we showcase CS to every new Flyer. We received hundreds of customer testimonials, photos, videos, and stories, and we share them with Flyers to remind them how their individual efforts positively impact customers.

Outline the team's achievements since July 1 2019 that you wish to bring to the judges' attention (up to 250 words):

For 5 years our Customer Service team has achieved 95% customer satisfaction. This is world-class service, verified by our customer satisfaction index (CSI-2019 94.9% & 2020 94.5%). These results exceed the 78.3% industry average (source: theacsi.org). They also maintained high quality service during the pandemic when play at home significantly increased, driving call volume up. Our commitment to quality products and service fuels brand loyalty and led to a 78% 2020 Net Promoter Score, exceeding the 51% industry average (source: Statista.com).

Our team’s thorough knowledge of over 100 years of award-winning products contributes to the high rating. Our Product Development and Quality Teams train representatives with technical knowledge needed to address complex issues. The teams assemble new products, demonstrate key features, and review replacement parts, empowering our small team of less than 10 representatives to become Radio Flyer assembly experts.

Knowledge enables them to quickly diagnose product issues, order the specific part from over 3,000 available pieces to walk consumers through replacement & resolution. We understand families are busy. The team has tools and resources to assist the moment they contact us.

One consumer stated, “You guys are great and stand behind a product that has been around longer than this grandma. This is very hard to find these days, pride in your product. Which you can have because your product is that good. …. Thank you for great customer service reps. and for following through until the answer or solution is found.”

Explain why the achievements you have highlighted are unique or significant. If possible compare the achievements to the performance of other players in your industry and/or to the team's past performance (up to 250 words):

At Radio Flyer, we foster collaborative partnerships across all departments. Our Customer Service Team works with individuals from Product Development, Quality, Marketing, Operations, and more to ensure our service exceeds industry standards.

Through weekly discussions with the Product Development team, our representatives discuss new products and share feedback on the product and assembly process BEFORE it reaches the consumer. They are equipped with the in-depth knowledge on all promotions and brand campaigns from the Marketing team. In discussions with our Operations team, representatives receive inventory reports and knowledge on stock levels and product availability.

Our team also trains with our Quality Engineers so they can identify product issues and provide a solution to families within minutes. This collaborative partnership between Customer Service and Quality Engineering is unique and provides valuable direct communication. This close partnership between teams evolved into a NEW intern position that places an engineer on the Customer Service Team to work directly with customers and bring that knowledge to our Quality Team. This allows us to continue to improve and innovate products that spark imagination and adventure for families.

Overall, we create a fun, engaging working environment for all Flyers. We align on company and department goals, and together we celebrate our successes. This motivates our Flyers to continue to provide FUNatical customer experiences and to ensure every time we touch people’s lives, they will feel FUNomenal!

Reference any attachments of supporting materials throughout this nomination and how they provide evidence of the claims you have made in this nomination (up to 250 words):

We understand consumer behavior is evolving, and it is important to continually adapt the way we connect with consumers to provide a FUNomenal experience. Our Customer Service Team is cross trained to respond to every form of communication with consumers, including phone calls, emails, contact forms, social media messages and comments, and our live chat that allows consumers to get answers in real-time while shopping online. Our team also uses their product knowledge to provide detailed resources on our website to enhance the customer experience, including assembly videos, FAQs, instruction sheets, and much more.

We have included examples of these resources, along with other supplemental material, in the application. Additional resources include:

-Customer Service Webpage: Our online hub of consumer resources.
-Assembly & Replacement Part Videos: Our Customer Service and Marketing Teams collaborate to create high-quality assembly and replacement part videos for consumers. These videos are hosted on our website and YouTube page.
-Customer Satisfaction Index 2010 – 2020: Results from our customer satisfaction surveys since 2010.
-Customer Reviews: Reviews from our customer satisfaction surveys, which help us learn and continue to enhance our service.
-FUNomenal Feedback Newsletters: We share customer feedback for each Customer Representative through company-wide newsletters to celebrate the team and their FUNomenal service.
-Customer Service Team Photos: Customer Service collaborates with all departments and these partnerships continued while working from home to ensure the highest level of service. These photos show our team collaborating and servicing before and during the pandemic.