{"id":10356,"date":"2020-04-29T07:47:04","date_gmt":"2020-04-29T12:47:04","guid":{"rendered":"https:\/\/www.retailsystem.com\/cz\/?p=10356"},"modified":"2020-04-29T13:30:44","modified_gmt":"2020-04-29T18:30:44","slug":"thank-you-for-calling-how-can-i-make-your-experience-today-wonderful","status":"publish","type":"post","link":"https:\/\/www.retailsystem.com\/cz\/blog\/thank-you-for-calling-how-can-i-make-your-experience-today-wonderful\/","title":{"rendered":"Thank you for calling. How can I make your experience today wonderful?"},"content":{"rendered":"<p><img loading=\"lazy\" decoding=\"async\" class=\"alignleft wp-image-10358 size-thumbnail\" src=\"https:\/\/www.retailsystem.com\/cz\/wp-content\/uploads\/sites\/5\/2020\/04\/customer-service-offline-sm-150x150.jpg\" alt=\"\" width=\"150\" height=\"150\" \/>There are times I absolutely refuse to return something because I do not want to deal with (call) the retailer. I think we all have that threshold. That pile of things that need to &#8222;be returned&#8220;. And sometimes that return is happening &#8211; no matter what! You know the one I am speaking about. Come on!!<\/p>\n<p>Now &#8211; consumer hat on. How do you feel about the thought of calling a retailer about something? Anxiety level just spiked didn\u2019t it?! Expectations of &#8222;expectations&#8220; not being met? Absolutely.<\/p>\n<p>Curiosity struck me today \u2013 so I did a bit of phone reconnaissance. A few random searches on Google for furniture stores in certain areas. Found 10 furniture retailers \u2013 and called the numbers on their websites:<\/p>\n<p>Am I shocked \u2013 no. Am I surprised \u2013 again \u2013 sadly no.? Sad &#8211; a bit.<\/p>\n<ul>\n<li><em>3 Automated phone systems.<\/em><\/li>\n<li><em>1 Automated phone system that forwarded me to someone that was guess what &#8222;Out of the store on a delivery&#8220;.<\/em><\/li>\n<li><em>2 very inconvenienced answerers with no real idea what was going on.<\/em><\/li>\n<li><em>A \u201cPlease hold\u201d \u2013 put on hold (awful outdated promo recording until I just couldn\u2019t take it anymore).<\/em><\/li>\n<li><em>A \u201cCan you hang on for a sec..\u201d \u2013 put on the desk to listen. Yep \u2013 sat on that desk for some time. Click.<\/em><\/li>\n<li><em>A pleasant greeting with a slightly informed person (lights were on).<\/em><\/li>\n<li><em>And 1 conversation I that gave me hope! Seriously. Knew what they had AND the price!<\/em><\/li>\n<\/ul>\n<p>Thank goodness for number 10! 1 of 10 understood the importance of having an \u201cA\u201d player on their starting offense. First ring. Pleasant. Informed. Knowledgeable. Not inconvenienced. I was the most important thing to them at that moment. A G.O.A.T. (Greatest of All Time). Their own superstar. Someone that is that retailer\u2019s first impression when contacted by a potential customer. Me. (1 of 10 \u2013 remember that stat).<\/p>\n<p>I read an interesting article in Furniture Today about a retailer establishing a \u201ccrisis call center\u201d to ensure that they were able to handle any customer inquiries and sales during the COVID-19 crisis. I love it \u2013 but wait, crisis aside \u2013 are you telling me that you wouldn\u2019t want your best player on your offensive efforts given that is where the consumer is wanting (choosing) to engage with you? Even before the crisis \u2013 aren&#8217;t (weren\u2019t) all those customers or prospects not worthy of a \u201cBest in Class\u201d effort? I understand additional capacities during times of crisis \u2013 absolutely (And I pray that they are all safe and sound as they do what they can during this generational defining event) \u2013 but look at the results from my random 10 calls. 1 of 10 have any semblance of the lights being on.<\/p>\n<p><em>Yes, the mandates are there \u2013 but your retail business is on<\/em>! Call yourself. Now. What did your &#8222;Customer&#8220; experience?<\/p>\n<p><strong>My top 3 musts! How many do you have? EVERY CALL?!!<\/strong><\/p>\n<ul>\n<li>Answer on the first ring (Capacity to handle multiple callers)?<\/li>\n<li>Consistent greeting (The right tone, attitude, \u201cposture\u201d, even the wording makes an impact)?<\/li>\n<li>Knowledgeable person armed with the tools necessary to get the job done (Cloud-based intel in the hands of your brightest retail stars)?<\/li>\n<\/ul>\n<p>Customer \u201csuccess\u201d efforts are operational symphony \u2013 and if done right, are a <strong>HUGE<\/strong> differentiator. My top 3 are nowhere near the entire list. To me \u2013 consumer hat on, they are important. Now no matter what the list &#8211; don\u2019t let the basics of focused and purposeful customer support escape your attention. Because guess what \u2013 your customers are paying attention.<\/p>\n<p>So is your competition!<\/p>\n<p>Retail on!<\/p>\n<p>Jesse<\/p>\n","protected":false},"excerpt":{"rendered":"<p>There are times I absolutely refuse to return something because I do not want to deal with (call) the retailer. I think we all have that threshold. That pile of things that need to &#8222;be returned&#8220;. And sometimes that return&#8230;<\/p>\n","protected":false},"author":3,"featured_media":10358,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"footnotes":""},"categories":[7],"tags":[81,82],"class_list":["post-10356","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-retail-strategy","tag-customer-service","tag-customer-success"],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v20.11 - https:\/\/yoast.com\/wordpress\/plugins\/seo\/ -->\n<title>Thank you for calling. 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