Post on 26-Aug-2014
description
The Super Pickle Way
16Customer Service Secrets
We Learned at Headsets.com
Super Pickles are surprises we create to
delight our Customers. Over the years
we’ve developed The —our Super Pickle Way
rules for delivering world-class Customer service. Use them to turn your Customer service into a competitive advantage!
#1Delight your Customers with Super Pickles
Some of our favorite super pickles are
sending jerseys to Customers who mention
their favorite sports team, free manicures
for a Customer that broke a nail troubleshooting their equipment, and five-
pound bags of Tootsie Rolls.
Super Pickles
#2No Phone Trees!
No one likes going through a phone tree,
which is why 99% of Headsets.com calls are
answered live by our Headsets.com
specialists. It's important to put yourself in
your Customer's shoes and give them a
real human to talk to right away.
Super Pickles
#3Don't Measure Call Length
It may seem counterintuitive, but we've
found that the longer an advisor is talking
to a Customer, the better return on investment. Invest in your Customer and they'll invest in you.
Super Pickles
#4Always hang up last
Train your advisors to always hang up last.
This allows a Customer to always add
something at the end of a call and prevents
them from ever feeling cut off.
Super Pickles
#5Sweat the small stuff
It's essential to call Customers back if they get cut off, or to notice small details
like equipment compatibility, or send back
items that were accidentally returned to
you. These little touches go a long way
Super Pickles
toward building loyalty with your Customers.
#6Be responsive!
Customers love when companies give real
responses via email, because it has become
so rare. Our average email response time is
14 minutes, and it is a real response, never a
script.
Super Pickles
#7No more upsells
If you are trying to fulfill the needs of
your Customers, there's no reason to pressure them with upsells when you are
solving their problem. In fact, we often talk
our Customers out of a new product if
they don't need it.
Super Pickles
#8Under-promise and over-deliver
Always over-deliver and provide more value
than your Customers expect. This way
they are always pleasantly surprised with
your work. At Headsets.com we promise
Customers that we will return their
message within two hours, but they will
always get a call back within sixty minutes.
Value
Cost
Super Pickles
#9Every employee is a decision maker
Train your employees to know your
products, create a great company culture,
have a positive attitude, and make good
decisions. Doing this ensures every
Customer will be happy and satisfied.
Super Pickles
#10Respect the Customer
Customers can be wrong at times, but
they always deserve your respect. In the
Headsets.com offices, disrespecting a
Customer in or out of the office is an
instantly fire-able offense.
Super Pickles
#11Practice transparency
Too many companies are opaque or have
management that is nearly impossible to
contact. That's why at Headsets.com our
Customers are encouraged to contact our CEO, Mike Faith, whose phone number
and email is in every package that ships.
Super Pickles
Mike Faith -
CEO
415-351-5850
mike@head
sets.com
Every touch point with your Customer is important, even the box you ship them.
We thank our Customers with a sticker that reads, "Thanks for being a Customer since..." with the year the Customer first
Super Pickles
#12
ordered from us.
Always add a little love
Always try to do something extra to over-
deliver and make your Customers happy, not matter how small that “something extra”
is. We ship Tootsie Rolls in every package as
an extra thank you to our Customers.
Super Pickles
#13
Seek out Customer feedback.
There is no better way to improve your
company than by getting back honest feedback
from your Customers. But sometimes you
have to seek it out to acquire it. We recently
did a sweepstakes promotion where we offered
$1000 for the Customer and $1000 for the
charity of their choice for the best feedback
on how to improve Headsets.com
Excellent
Good
Average
Poor
Feedback
Please!
Super Pickles
#14
Use crazy promotions to create fans for life.
By doing unusual or creative promotions,you can stand out from the crowd. We dared our Customers to get a headset themed tattoo and in return they'd get free headsets for life. We were shocked and thrilled when SIX Customers took us on!
Super Pickles
#15
#16Love your Customers.
It is important to love and appreciate your
Customers and understand that you exist to serve them. That's why we include a
sticker that reads, “Paid for by our
Customers,” on every paycheck.
Paid for
by our
customers
Pay
Sum ofOne t
housand
and fifty.
Super Pickles
$10050
A/C
Payee
556187
222654 3
36654 36582
5
At Headsets.com, our Customer service is our secret weapon. We hope that you apply
the Super Pickle Way to your own
companies and leave your competitors in the
dust with world-class Customer service.
the Super
Pickle Way
And to experience
the Super Pickle Way for yourself,
visit www.Headsets.com
or
call 1-800-HEADSETS.