Donna Werts

The Store with the Best Customer Service Wins!

‘Tis the season!!!! Black Friday and Cyber Monday are right around the corner! How prepared are you?

With all of the sales and promotions that bombard consumers, what sets apart one merchant from another? CUSTOMER SERVICE! Are you prepared because it is here!
The holidays are a stressful time for most. To help capture the hearts of consumers, here are some tips to help you get through while capturing revenue and making the lives of your customers easier:

1. Are you staffed appropriately?
Having enough staff to handle the holiday volume is crucial. The least amount of time a customer spends waiting to be serviced; the less likely they will hang up and call someone else.
2. When was the last time you trained your employees?
Having a refresher training class never hurts. It helps your employees be better prepared for the long days ahead. Your reps and customers will thank you for it.
3. Are your policies up to date?
Review your policies. Are they customer friendly? Or do they restrict a customer from giving you money? When reading them over, ask yourself, would you buy from you?
4. Is your system functioning the way it is suppose to?
Thoroughly go through your system and make sure links work. The last thing you want is for a customer to have to call because the order status link redirects to a blank page or does nothing at all.
5. If you drop ship, are your vendors prepared?
Have you contacted your vendors? Are they ready? This may reduce phone calls if all orders are processed the way you promised.
6. If you warehouse your product, are you aware of how much you have and how much you will need?
Take the time to review your inventory. Stock up where you feel you will need to.
7. Is your site updated?
Make sure you no longer list items you no longer sell or that have maybe gone out of stock. If you expect an item to be available on X date, then list that so the customer is aware.

At Solid Cactus Call Center, we expect heavy call volume. We hire more staff and retrain where needed so our client’s customers are serviced to the best of our ability. We will touch base with our clients to make sure that everything on their end is in order and if there are any changes that need to be made. The happier the customer, the smaller the bill for our clients and the smoother it is for our agents.

If you would like a review of your policies, Give us a call. We would be happy to review them with you.

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