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Page 1: 16 Customer Service Secrets We Learned at Headsets.com: The Super Pickle Way

The Super Pickle Way

16Customer Service Secrets

We Learned at Headsets.com

Page 2: 16 Customer Service Secrets We Learned at Headsets.com: The Super Pickle Way

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!

Page 3: 16 Customer Service Secrets We Learned at Headsets.com: The Super Pickle Way

#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

Page 4: 16 Customer Service Secrets We Learned at Headsets.com: The Super Pickle Way

#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

Page 5: 16 Customer Service Secrets We Learned at Headsets.com: The Super Pickle Way

#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

Page 6: 16 Customer Service Secrets We Learned at Headsets.com: The Super Pickle Way

#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

Page 7: 16 Customer Service Secrets We Learned at Headsets.com: The Super Pickle Way

#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.

Page 8: 16 Customer Service Secrets We Learned at Headsets.com: The Super Pickle Way

#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

Page 9: 16 Customer Service Secrets We Learned at Headsets.com: The Super Pickle Way

#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

Page 10: 16 Customer Service Secrets We Learned at Headsets.com: The Super Pickle Way

#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

Page 11: 16 Customer Service Secrets We Learned at Headsets.com: The Super Pickle Way

#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

Page 12: 16 Customer Service Secrets We Learned at Headsets.com: The Super Pickle Way

#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

Page 13: 16 Customer Service Secrets We Learned at Headsets.com: The Super Pickle Way

#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

Page 14: 16 Customer Service Secrets We Learned at Headsets.com: The Super Pickle Way

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.

Page 15: 16 Customer Service Secrets We Learned at Headsets.com: The Super Pickle Way

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

Page 16: 16 Customer Service Secrets We Learned at Headsets.com: The Super Pickle Way

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

Page 17: 16 Customer Service Secrets We Learned at Headsets.com: The Super Pickle Way

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

Page 18: 16 Customer Service Secrets We Learned at Headsets.com: The Super Pickle Way

#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

Page 19: 16 Customer Service Secrets We Learned at Headsets.com: The Super Pickle Way

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

Page 20: 16 Customer Service Secrets We Learned at Headsets.com: The Super Pickle Way

And to experience

the Super Pickle Way for yourself,

visit www.Headsets.com

or

call 1-800-HEADSETS.


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