Archive for the ‘Events’ Category

Donna Werts

Webinar Wrap-Up: What Customer Service Tips Did You Miss?

Thursday, August 18th, 2011

Our second customer service webinar in the holiday preparation series, “Using Soft Skills to Better Your Customer Experience” was a great success! Scott Sanfilippo, Greg Kosicki, Kathleen Hayes, and I presented this informative session.

We learned about:

  • Soft skills and how to use this tool to better serve your customers and gain more sales.
  • The importance of verification in serving your customers
  • The significance of saying such things as, “thank you” and “may I”

We also received some great questions at the end of our educational session.

  • How do you deal with a customer who says that the package was not delivered even though tracking shows it was delivered to the correct address according to UPS, or Ontrac which actually has a GPS stamp?
  • How do you handle a customer that calls in to say they are dissatisfied with what they received, but it was exactly what they ordered; they used it and threw away the wrappings but now they want a full refund?

Our next webinar on August 31 is about providing great service post sale! This one you just can’t miss! See you there!!!

Donna Werts

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…)


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!

Social Media, Meet PPC. Hello Facebook.

Monday, August 8th, 2011

Our Holiday Preparation Webinar Series continues!

Facebook began as a way for Harvard students to connect. It spread out across college campuses the world over, opened the flood gates to the public, and now is giving businesses another avenue to connect with customers. Facebook is a marketing channel in itself so taking a used car salesmen approach is going to leave your presence high and dry.

Join Internet marketing experts Lauren Carey and Aaron Hagenbuch on August 10 at 2 p.m. ET for a valuable webinar which will show you how to market the right way on Facebook – through social media techniques and Facebook’s pay per click (PPC).

Get the tips and tricks you need to make Facebook work for you!

Our marketing pros will discuss:

• Facebook’s history and current presence
• Core social media and PPC principles and how to apply them
• Right vs. wrong uses of FB for business
• Making FB social media and PPC work together
• How to measure success

Webinar attendees will receive special savings offer on Facebook marketing packages to boost your holiday sales!

Webinar is filling up fast, grab your spot now!

Donna Werts

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…)