Archive for the ‘Customer Service’ Category

Aug
18
2011
AUTHOR
Donna Werts
Tags

Customer Service

The Customer Isn’t Always Right, but They are the Customer…Right?

Thursday, August 18th, 2011

I bet you read that title and thought, “What is she talking about now?” First it is, “These people keep you in business, treat them well!”, “Make sure your policies are customer friendly!!!”… and now??? Are you changing your stance on customer care? NO!

You always want to treat your customers fairly. Treat them well because they DO keep you in business but there are some people you cannot please and they will go above and beyond to get something out of you that you just cannot give. At this point, you need to evaluate the profitability of this customer and possibly cut them loose. (more…)

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Aug
16
2011
AUTHOR
Donna Werts
Tags

Customer Service, Events

Capturing the Sale in Difficult Situations

Tuesday, August 16th, 2011

Katrina Domkowski, our call center manager, recently held a contest for our agents. What was the challenge? Create an interesting instructional or educational blog post for the Solid Cactus blog.

The victor was chosen from several entries. Erin Gallagher was our winner, chronicling the day in the life of a call center agent. Without further ado, here is our winning entry!

A Minute in the Life at Solid Cactus Call Center

Caller: Hi! I would like to buy a… (phone cuts out)… that I see on your website. Can you place an order for me? I am on the train and my iPhone keeps losing sig… (phone cuts out again)

Solid Cactus: Great I can help you with that! What’s the name of the item you would like to purchase today?

Caller: It’s a solar back…(phone cuts out)… and I think it’s spelled V-O-L-T-A-I (phone cuts out) … my friend has one and… (phone cuts out)

Solid Cactus: (searching “VOLTAI” comes up with 3 pages of solar backpacks search results) Yes! We have some excellent solar products by Voltaic. Is there an item code on the backpack you are interested in?

Caller: Let me check… (looks at phone) yes it’s number 1013.

Solid Cactus: Thank you! Excellent choice, that’s the Voltaic Converter Solar Backpack and you get free ground shipping if you order today. (more…)

Posted in Customer Service, Events | No Comments »

Aug
15
2011
AUTHOR
Noelle Vetrosky
Tags

Customer Service, Events, Operations

Using Soft Skills to Better Your Customer Experience

Monday, August 15th, 2011

You may be a customer service guru but are you having some issues capturing the sales you think you should be?

Join customer service experts Gregory Kosicki, Donna Werts and Kathleen Hayes on August 17 at 2 p.m. ET to discuss what is preventing you from closing the sales you need to make your 4th quarter shine. We’ve covered all the initial “prep work”, now it’s time to get our hands dirty in our Holiday Preparation Webinar Series.

Being an eCommerce business owner is a prime example where the ability to deal with people effectively and politely, along with your occupational skills, can determine the success of your business.

Our experts will review “soft skills” and how to apply them:

• What exactly is a “soft skill”?
• How much appreciation are you displaying?
• Are you being sympathetic enough when issues arise?
• Are you saying “please” and “thank you”?
• Do you have a system which verifies order correctness?

Webinar attendees will receive an exclusive savings offer on services that take customer service to a new level!

One week left to register!

Posted in Customer Service, Events, Operations | No Comments »

Aug
4
2011
AUTHOR
Donna Werts
Tags

Customer Service, Events

Get Ready, Holiday 2011 is Here!

Thursday, August 4th, 2011

What a great webinar we had yesterday! “The Holiday Season Begins Now! Are You Customer Service Ready?” presented by myself, Greg Kosicki, and Katrina Domkowski, was attended by eCommerce owners who understand the importance of customer service.

These attendees learned some tips and hints on how to get prepared for the holiday rush that will begin in the following weeks. They now have a better understanding of what they need to do to make sure their customers have the best possible experience. Why is this important? (more…)

Posted in Customer Service, Events | No Comments »

Aug
1
2011
AUTHOR
Noelle Vetrosky
Tags

Customer Service, Events, Operations

The Holiday Season Begins Now! Are You Customer Service Ready?

Monday, August 1st, 2011

Are you ready for the holiday rush? It may be hard to believe that the 2011 holiday season is only a few months away, but the time to start your holiday strategy is now. The second in our Holiday Preparation Webinar Series takes a look at your store’s customer service and how you can use it to bump your sales.

Join customer service experts Gregory Kosicki, Donna Werts and Katrina Domkowski on August 3 at 2 p.m. ET when they will explain how great customer service can help you manage the high-volume holiday traffic your site is sure to receive. You’ll also learn how it can assist you in capturing sales and maximizing your 4th quarter profits. We’ll start at the beginning with the all important “prep work”.

Our customer service professionals will tackle the hard-hitting questions merchants need to ask themselves to become holiday ready:
• Is your website easily navigated?
• Are your policies customer-friendly?
• How much product information should be there?
• Do you know about your products?
• How are your customers contacting you?
• When can your customers expect their shipment?

Webinar attendees will receive a special offer to help get their customer service perfected in time for the holiday season!

The webinar is only a week away, register now!

Posted in Customer Service, Events, Operations | No Comments »

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