How to Conquer Your Corner of the eCommerce World

Presented by:Donna Werts

Senior Sales ConsultantCall Center Services

What are you talking about?We have all heard time and time again about how important it is to have good customer service.

We have heard:

• Pick up your phone• Be available• Be courteous• Have customer friendly policies

While you will hear me stating the same points (with unrelenting redundancy), I would like to take these tips a step further. Let’s talk about how you can make your customer service memorable.

Most of the time, when you receive a customer’s testimonial, it isn’t about the product. It is about the service they received while ordering or receiving their product. This is where you can really stand out!

Google is using business reviews to determine business ranking.

1. Positive reviews increase your business rank.

2. A constant stream of positive reviews improves your online reputation.

3. Positive reviews drive traffic to your business.

So how exactly do you achieve that? Easily.

Jerry Fritz said, “You’ll never have a product or price advantage again. They can be easily duplicated, but a strong customer service culture can’t be copied.”

JEFF BEZOS

If you make customers unhappy in the physical world,

they might each tell 6 friends.

If you make customers unhappy on the Internet,

they can each tell 6,000 friends.

OnlyBirdhouses.com

Review found on OnlyBirdhouses.com:

What incredible customer service.

Jahaad was so patient with me and helped me order the beautiful bird house I wanted. Even though they didn’t have the seed I wanted, he transferred me to a company to order just what I needed. I received my order promptly. I will definitely shop with OnlyBirdHouses.com again!

Review found on badstores.com:

WHATEVER YOU DO, DO NOT SHOPWITH ONLYBIRDHOUSES.COM! ISPOKE WITH A MEAN MEAN MAN ANDHE MADE ME CRY! THEY MUST NOTNEED MY BUSINESS.

I FOUND THE CUTE BIRDHOUSE I WASLOOKING FOR ON JUSTBIRDHOUSES.COM AND THE CUSTOMER SERVICE WAS SO MUCH BETTER… AND THEY HAD SEED!

DONALD PORTER

Customers don’t expect you to be perfect.

They do expect you to fix things when they go wrong.

Function4Sports

Flips.com

Review found on Flips.com:

Get your flips somewhere else. They are sold in retail stores. In fact, get a different brand altogether! This companies customer service is so bad. How are these people still employed?

I am certain that the company heads are aware that their employees speak with their customers this way! They have to get minimum wage or something because they just don’t care.

My issue with this company went ignored and unresolved. I called the Better Business Bureau and my credit card company!

Review found on the site:

LOVE FLIPS.COM! Dummy me thought I ordered the wrong size of these must have flip flops. I called customer service and got this wonderful human being on the line. Flips.com is so lucky to have a company representative! He was so helpful and patient with me. Flips.com is now my one stop shop for my sandals. THANK YOU, THANK YOU, THANK YOU !!!!!

PETER DRUCKER

Quality in a service or product is not what

you put into it.

It is what the client or customer gets out of it.

ProperPens.com

Reviews found when searchingfor properpens.com:(duplicate entries)

I called this site properpens.com. They are ignernt! I wanted to getmy old lady one of them fancypens and the expletive deletedwouldn’t sell me one! What theexpletive deleted is that about.Expletive deleted it!

Reviews found when searchingfor properpens.com: (duplicate entries)

I called this site properpens.com. They are some great people there. I had no clue what I was talkin’ bout or what I was doin and that nice lady helped me get a weddin present for my old lady. If you need a writin utensil (that is what that lady called the pen!), call those guys!!!!

Final Thought

Do what you do so well that they will want to see it again and bring their friends.

WALT DISNEY