How Empowering Customer Service Representatives Can Increase Customer Loyalty
CEO Julia Ritzenthaler of uniquevanities.com trains her customer service employees to listen to the client and try to provide several solutions that they individually believe take care of the situation. Methods that have worked for her company are to go back to the drawing board and work with the manufacturer of the product in order to try to provide the customer with a product that will meet their expectations or provide a possible discount for the customer. In the end, if the customer is not satisfied, her company is willing to take back the product and return the shipping costs to its customers. Her “open policy” allows her customer service representatives to openly work with the customer and provide them with several solutions in order to help satisfy the customer since every situation is unique. As a result, customers feel as though her company is dealing with their problem personally instead of having her employees follow a pre-planned, strict dialogue. While it is a priority to save costs for her business, Ms. Ritzenthaler believes that the entire customer experience must be no less than exceptional in order for her business to retain its strong image. How does your company balance its costs while keeping the customer satisfied?
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