Over the last month, the call center has held some incentive contests for all of its representatives.

The first was an Ipod giveaway. CSRs earned raffle tickets for perfect attendance, “kudos” received from a customer or client, perfect scores on quizzes, and no call manager errors. One Ipod will also be given away in November and December. The winner for October was Casey Llewellyn. And it couldn’t have come at a better time; since Casey could not stop talking about how she wanted an Ipod.

The second contest was for lowest call handle time among all the teams in the center. We were divided into five teams to see who had the lowest average handle time (while still providing accurate, friendly service of course). The winners were Steve’s team and the team of Cactus After Dark; supervised by Alison W. The winning teams will receive certificates for additional break time, Ipod raffle tickets, and a pizza party.

Congratulations to all our winners, and a big kudos for everyone who does such a great job everyday in the call center!

When something goes wrong, I am the person’s first contact with the company. Whether they were sent the wrong item, a defective item, or they are outside of the time frame for the company to help…they get upset. When I have to deliver news a customer does not want to hear, I sometimes hear this famous question:

“Don’t you stand behind your product?”

What does this really mean? Do you feel you can stand up for your product and your overall brand? Consider your business practices, your product, everything that defines your business. Anyone can start a business and talk about how much they care for their customers and how they sell the highest quality at the best prices on the market. However, some people neglect to practice what they preach; which leads to unhappy customers.

Standing behind your brand starts with the products you sell. Why is your offering so much different than others who have similar products? Do you offer lower prices, unusual items, or items you designed yourself? Whatever the reason, make sure your site has a strong summary of what you offer, how your business got started, and why people should buy with you.

What do you pride yourself on? Higher customer satisfaction ratings than one of your competitors? Very few claims for damaged products or return requests? Quick response time to customer inquiries? Play it up on your site and use statistics to back it up so people will know you are the real deal (For example: ABC Inc. has a 98% customer satisfaction rating!)

Think about how often you put your practices into…well…practice. If you say you will give a customer a return credit within 10 business days, it should be applied by the end of the 10^th business day. If your orders require a 1-2 business day processing time, have it shipped and notify the customer of tracking by the end of the 2^nd business day. If an item cannot be returned, is it clearly stated on the item page? You should not imply or say one thing on your policies, then tell a customer something completely different. (That’s when another popular question comes in: “Where is that on your website?”)

Finally, it is hard to stand behind your business if you do not offer good service. It is one thing to have a voice mail set up if a customer is calling before or after hours. It is another to not even check the voice mail or check it, but ignore customer calls. If you want to hire staff, make sure they are properly trained on your product and in all areas of customer skills. Does your staff empathize as well as they can give technical specifications on your products?

You put a lot of energy and money into your e-commerce business…why would you not stand behind it and be proud of the work you and your staff do?

In keeping up with the sports theme on the affiliate blog, and my job in building stronger loyalty between customer and company, I had to wonder how being a sports season ticket holder is about being a customer rather than just a rabid fan.

Season ticket holders put anywhere from $200 to $2,000 towards the privilege of getting to go to as many games as they desire. However, something makes them want to buy these packages. Could it be the players who are always making (good) headlines? Or maybe it’s just the 10% merchandise discount. Whatever the reason, teams must market their product to ensure people are interested in buying it.

Once people have signed up for a full or partial season plan, they do not want to be forgotten about until it is time for renewals or payment deadlines. Teams often reward their season ticket holders (customers) by creating exclusive offers just for their use.

Account holders are often assigned a representative who they communicate with throughout the year if they have any concerns or need any additional tickets. The account holder will always have a phone number or e-mail to contact their account manager. By having a main contact person for all or a group of customers, it encourages stronger relationship building and a desire to want to work with them when the time for more business comes around.

However, sports teams are not always perfect. There are losing seasons, weather conditions that keep people from coming out, and players coming and going every season. Customers may choose not to accept these changes. Maybe their favorite player leaves and they lose interest in the whole team. Maybe prices have gone up and their current budget does not allow for such an amenity.

So to get to my analogy lesson for today, how does keeping customers for your e-commerce business compare to retaining loyal sports fans and season ticket holders? In a nuthsell, you should:

-Tell customers what sets your site apart from the others. What highly sought after product do you carry that your main competitors do not? (Sidney Crosby can only play on one team…Pittsburgh got him…means more revenue from Penguins fans to see him play.)

-Pay personal attention to your customers, and not just in terms of what they are buying. What kind of service do they expect? Can you not only give out your contact information, but prove yourself trustworthy of working with them?

-There will always be things you can’t control; such as vendor price changes, that will cause you to lose your customers. However, you can control things such as response time to phone calls and e-mails and improving your site’s design to make it more user friendly.

-Make sure your customers have options to earn rewards by signing up for an account on your site or joining the mailing list for exclusive coupons. You can also attract new business by offering such specials; so make sure at least one discount applies to everyone who visits your site.

Developing your customer base is the same thing as sports teams building up their fan base. Think of your customers as potential fans who will come back if you continue to deliver winning results. GO TEAM!

With a slow economy and people busier than ever, many customers anticipate turning to online shopping for their holiday needs. According to WebPro News, 49% of consumers surveyed plan to do their shopping on the Internet; as opposed to the 44% who will fight the brick and mortar store crowds.

The article looks at why that is:

Reasons for shopping online include saving time (88%), locating hard-to-find products (84%), greater selection (83%) and avoiding crowds at the mall (83%). Saving money was still an important factor for 80 percent.

Don’t give your customers any reason to skip over your site and go to your competitor. Keep your business running smoothly while making sure you’re aware of the reasons people are coming to you:

Saving time: When people send an e-mail or call your company, they expect an answer to a question or concern almost immediately. Answer e-mails promptly and always be ready with responses to anything that may come up. If it is absolutely necessary to call the customer back, take their information and provide a time frame for response right then and there.

Customers cannot save time if they are kept on hold for longer than a few minutes. If you anticipate high hold times due to the holiday, update your greeting to indicate this and include your contact e-mail address for questions. Also state your normal business hours and have a voice mail set up in case a customer cannot wait and may want to call back at a more convenient time.

Locating hard-to-find products: Do you run a specialized business that very few other e-retailers run? For example, there are several jewelry sites out there, but do you specialize in diamond rings? Niche sites will get higher rankings in search engines and set themselves apart by offering products a general site may not. This goes back to saving time because customers do not want to sort through several pages of search results to get what they are looking for.

Greater selection: You should try to stock your business with as many brands and products as possible. You could even play around with the idea of having special orders where customers looking for something not listed on your site can still get it from you. Wouldn’t it be nicer to say “I can try to locate that item for you” than immediately saying “I can’t get you that”?

Avoiding crowds: Sure, an online site saves you the expense and time of setting up cash registers, a security system, and the need to have keys to the doors. However, some times of day will bring higher Internet use than others and you should be ready for that. Have all the proper measures in place to prevent a server crash and keep calls to the minimum time (while still providing great service, of course).

Saving money: Pretty self explanatory, but the holidays are the best time to keep shipping specials and product discounts coming out!

When you think about it, holiday shopping online is not much different than going to a retail store. The only difference is customers do not have to find a parking space and stand in long lines. However, you can offer your customers just as much of a product variety, great discounts, and friendly customer service. Christmas is officially less than two months away…don’t waste any more time gearing up.

You may have heard that first impressions cannot be changed. If you dress too casual for a job interview, you may have hurt your chances at getting the job; no matter how qualified you are. If you have company over and your house is not clean, that will be forever etched in your guests’ minds. If you have children and they don’t behave in public, others will make assumptions about your parenting skills.

The same standards, no matter how unfair, apply to your ability to provide outstanding customer service. According to an article on Customer Think:

Every engagement with the customer is an opportunity to either develop or destroy a customer’s faith in the brand. These engagements directly impact loyalty and long term customer value. So who better to represent the company than its customer service people? Who else in the business deals in realities? The buying experience can often be, shall we say, sub-optimal.

Here are some common mistakes companies make when trying to help the customer. Some of them are not intended to form a bad impression, but leave a customer with just that:

Instead of: “We can’t help you with that.” (Shows that you do not fully understand your customer’s needs and you believe they would not consider other options.)

Try this: “At this time we do not offer that particular product or service; would you like me to offer you something similar that we currently have available?” (Shows understanding of what you can provide and how it will benefit the customer just as much, or even more, than what they desire. It also shows that you may grow your business in the future and include that desired product.)

Instead of: “I hate to tell you this” or “I have bad news” (Automatically setting yourself up for an upset customer)

Try this: “Sir/ma’am, I apologize for this, however…” (shows that you attempted to resolve the situation; even if the customer is still upset)

Instead of: “Your order will not get to you in time.” (Customer feels you cannot live up to promises.)

Try this: “We have experienced a delay in production time (or a back order on stock), but can have it to you by (such a date). Would you like us to upgrade your shipping at no extra charge or allow you to select a currently available item that would also fit your needs?” (Shows that you value the customer’s business.)

Instead of: “I don’t know the answer to that.” (Customer automatically loses confidence in you.)

Try this: “Let me take a moment or two to research this with our product specialist. Are you able to hold, or can I get back to you with this information? What is the best way to contact you?” (Shows that you have the resources to get the information the customer is looking for in an efficient manner)

There are a number of ways you can create a good impression for your customers, and as you can see, the way you communicate cam make or break that. If you even hint that you do not understand your customers, they will go back to Google and click on the next available link.

If you would like to read the short, but informative, article I drew upon for this post, check it out at:

http://www.customerthink.com/blog/customer_service_best_brand_ambassador

Here in the call center, we have around 170 clients and we are growing nearly every day. When I explain my job to family and friends, I often get asked how I remember all the information for each client.

This is when I explain about the available resources such as our “Wiki” that details everything we need to know about each particular client to handle their calls. Aside from the Wiki, we may have access to view orders and product samples in case customer has questions beyond the web site description. If we don’t have the information, we can find the person who does.

Whether you are considering using Solid Cactus Call Center for your business or have your own team of customer service representatives, here are some tools your employees should have to provide the best service available:

Scripting: How do you want your calls answered? Will a simple “Thank you for calling ABC, Inc.; my name is…” work for you? Or do you have a slogan you want your employees to say? There are unlimited variations on what you can use here.

Your policies: What should your representatives know about returns, damaged products, order processing time, shipping methods, and everything else that relates to pre and post customer order issues?

Computer systems: Train your employees on any programs they will need to do their job. Make sure everyone has appropriate accounts and passwords. You can use different systems such as Cactus on Demand to place orders, look up accounts, and make notes of when a customer contacts you.

Product samples: This will help your employees go into more detail beyond your site’s product description. If you sell something they can actually try themselves and provide personal experience with, it makes samples even better!

Contact list for everyone in your company: Make sure everyone has a list of their coworkers and their phone extensions and e-mails and if you can, what issues everyone handles so they never have to question who to go to when they cannot answer a question.

Helpful hints: When you are training your employees, provide some background on your company such as how long you’ve been in business, your main product line, and any other services you offer. You can even compile a FAQ list that comes from both customer questions and employee questions.

Finally, your employees cannot remember all this information if they do not have anywhere to keep it handy. Provide them with a folder for any papers you hand out and plenty of desk space to hang reminders. Computer monitors and cubicle walls provide ample space as well. You can also try creating a computer folder and have everyone save it to their desktop.

When it comes to your business and how you want your customer inquiries handled, there is never such a thing as too much information. After all, a better trained employee will equal a better informed customer.

You may recall that this past week, I wrote about a restaurant who failed to wait on me and my friend for a post hockey game meal. After putting in a comment via the restaurant’s website, I didn’t think anything would come of it. I have contacted companies in this manner before and almost never received a reply…would anyone really listen?

On Thursday though I got a pleasant surprise when the assistant manager called and wanted to speak with me about my experience. Since I missed the call, I called the next day and spoke with the general manager.

She apologized profusely and admitted that she was embarrassed; this was not the way the restaurant conducted service regardless of business volume. She also understood that upset customers had numerous other dining options in a 1-2 mile radius. To make up for the misfortune, she offered to send me a gift certificate for my next meal and include her business card if I ever needed to speak with her again.

What a great way to retain a customer! By taking time out of her busy day to make my concern right and apologize for the incident, this manager helped me ensure that I’d return to eat in the future…and also left me realizing that they do take all comments, good or bad, very seriously.

Lesson learned: An upset customer does not have to turn into one who never shops with you again. Taking the time to show you really care will diffuse the situation and show that you are an effective problem solver in an imperfect e-commerce world. Embrace all comments you receive and use them to continually improve your business.

It’s a lot of work, but the rewards are worth it: higher sales, a strong and loyal customer base, and happier employees. With so many retail and Internet business options, you don’t want to give any customer a reason to shop with your competitor….and poor service is one of the things that will lead people to do just that!

Can you really afford to miss out?

Do you often find yourself or your customer service employees inundated with the same questions day in and day out? Do you wish that you could focus on other aspects of your business without having to answer repetitive questions everyday?

If you’re looking to minimize some of the e-mails and phone calls so you can focus on other tasks, I have compiled some of the most frequently asked requests I get in my everyday work and how you can improve your site to help customers find the information they need without a phone call or an e-mail. After all, today’s world is fast paced and people need information yesterday.

(DISCLAIMER: This list is not meant to end customer inquiries on these topics.)

FAQ #1:

“Can you tell me more about item #1234?”

Answer: Make your product descriptions as complete as possible. Input all important parts of the item including color choices, dimensions, materials it is made of, how it is packaged, assembly instructions, parts included, parts needed to purchase separately, any warranty information…anything you can think of that applies to that product.

FAQ #2:

“I would like to check the status of my order.”

Answer: Include an order status link on your site where customers can input their order number and another piece of information, such as billing zip code, to get the most up to date status on their order. Keep it in an easy to find spot (right at the top of the page is usually a good place). You can also e-mail this link to customers once their order has been placed. Make sure you update this system frequently so customers never have to guess what is going on with their order.

FAQ #3:

“When will my order ship?”

Answer: State the processing time for an order on each item page. Standard processing time can run from 1-3 business days, but some items, such as any custom artwork or engraving, can take longer. You can also make sure your site has a shipping map to show delivery time to their address from when it leaves your warehouse. Again, please make sure your customers know of any and all delays you encounter.

FAQ #4:

“When will this item be back in stock?”

Answer: Try to include a back in stock date if possible. If not, recommend similar items that are in stock and do so on that item page.

FAQ #5:

“I made a return; when can I expect a refund?”

Answer: Make sure your return instructions indicate the time frame from when an item is received to when a refund will be made; whether in the form of a check or a credit card. Encourage them to contact you if it is past that time and they still do not have a credit. You can request that they use an easily tracked and insured shipping method so their return can be easily located and processed.

FAQ #6:

“I still need/want more information…”

Answer: Include a phone number and an e-mail where customers can contact you and your hours of availability. If you work with different manufacturers, include their contact information as well if you feel you cannot help them with additional questions. If you prefer to contact the vendor yourself and get back to the customer, take their contact information and respond to them in a reasonable time frame (usually 24-48 business hours is sufficient).

These updates may seem simple but in the end, you will be less stressed and your customers will be better informed. It’s a win win situation!

Whether you’re an e-commerce business owner, a regular online shopper, or have worked as a customer service representative, it’s hard to admit, but it can’t be denied: business is not always perfect. Sometimes, fragile products arrive to a customer’s door in pieces, an employee in the warehouse pulls the wrong item, an item is not what the customer though they would be getting according to the product description…a number of things can happen. This creates unhappy customers who were not hoping to go through the return and exchange or damaged claims process.

When things go wrong, you can keep your composure and still maintain a strong client base. You just need to handle it the right way.

First and foremost, when the customer contacts you with a complaint, start your response by apologizing for any inconvenience. No matter how angry the customer is, stay calm and make sure you understand what went wrong. Obtain specific details you need to resolve the situation, including but not limited to:

-Problem with the products (wrong item altogether, defective product, items missing from shipment, etc.)

-Any damage the package sustained in transit

-How the customer would like to handle the situation: Do they need a replacement by a certain time or do they want a credit card refund or store credit?

Once you’ve gotten this information from the customer, research the situation and give them a time frame for when you expect resolution: the earliest date it will be resolved and the latest. Once you provide that time frame, keep your promise to the customer. Again, no one likes to be kept waiting longer than necessary. If you run into a delay in resolving the situation, ensure they know about it.

Finally, when everything has been handled, contact the customer and let them know when they will see the resolution (example: Your replacement item should get to you within five business days). You never know…you may turn a once frustrated customer into repeat sales if all goes well!

As an avid online shopper myself, I am always looking on several sites for the best option when trying to purchase a product. Sometimes in my everyday work, I hear from customers who have read product reviews elsewhere and are asking me about whether I’ve heard similar concerns or what I think of the item.

In most cases, I really can’t say. However, I commend the customers for doing such research so they are confident they are buying from one of the best Internet companies available. This is what makes customer testimonials and product reviews a must have on your e-commerce site.

There are ways you can encourage your customers to review your business and their purchase; regardless of how their experience went:

For example, after a customer’s order has shipped, send them a link inviting them to review the product and their overall shopping experience (perhaps even in the same e-mail with the shipment notification).

Make sure they have the opportunity to comment on different parts of their experience such as speed of shipping and quality of product and service. Allow for 1-5 star ratings as well as additional comments.

If a particular employee has helped the customer, have them give the employee’s name so you can recognize them for their efforts (all of us in the call center just love kudos!)

If a customer provides a testimonial, regardless of their opinion, provide them with incentives such as 10% off their next order. Or, enter each reviewer into a contest to win a gift certificate or some cash (one of our clients, is currently giving away $100 to one lucky product reviewer every week through December). Who doesn’t love a little extra savings or free money?

When you receive your testimonials, place them where they are noticeable. You can put them on individual product pages or at the top of the home page. If you put them on your home page, make sure there is a link for customers to keep reading. A separate section for testimonials is an asset as long as you can easily point customers to it.

This is probably one of the biggest projects you can do to make sure customers have faith in your business. Don’t overlook it!