chefmoseley
Gold Member
- 491
Can Incentives Make Customer Care Calls Easier?
Click For Summary
Discussion Overview
The thread explores participants' experiences and feelings regarding customer care calls (CCC) within their Pampered Chef businesses. Many express discomfort and anxiety about making these calls, while others share strategies and personal anecdotes about their approaches to improve their comfort levels.
Discussion Character
- Anecdotal
- Opinion-based
- Exploratory
Main Points Raised
- One participant shares their struggle with phone calls, feeling awkward and unsure about how to transition into discussing bookings.
- Another participant expresses that it gets easier with practice and emphasizes the importance of offering a service during calls.
- One participant, identifying as a consultant, mentions that they initially disliked CCC but found value in connecting with customers over time.
- Several users mention using humor or casual conversation to ease the tension during calls, such as admitting to being a bad note-taker.
- One participant discusses the effectiveness of having a simple outline or bullet points to guide their calls, rather than relying on a rigid script.
- Another participant suggests focusing solely on customer care without the pressure of bookings until feeling more comfortable.
- One participant prefers email communication over phone calls, citing discomfort with calling people they do not know.
- Another participant notes that they view CCC as a way to differentiate their business from traditional stores, focusing on customer satisfaction rather than immediate bookings.
Areas of Agreement / Disagreement
Views differ on the approach to CCC, with some participants advocating for a focus on customer care without the pressure of bookings, while others believe that bookings can naturally arise from these calls. No clear consensus emerges on the best method for conducting CCC.
Contextual Notes
Participants share a range of experiences, from those who are new to making calls to those who have developed their own strategies over time. The discussion reflects a common challenge faced by consultants in balancing customer care with business growth.
Who May Find This Useful
Consultants who feel anxious about making customer care calls or those looking for different approaches to improve their comfort and effectiveness in these interactions may find this discussion beneficial.
emo812
- 191
pjpamchef
Silver Member
- 449
Try to change the way you think. Remember our policies. The customer has 30 days to return something that they don't like and PC will pay for shipping. As a customer how would you feel if you had something that wasn't exactly what you had hoped it would be and your consultant called to see how you were doing with it, and then told you it could be exchanged!!! Now, how would you feel if she hadn't called, you'd feel stuck with something. I never want my customers to feel stuck with something!
Customer Care Calls are calls to take care of your customers, and if you believe in customer service the way we all claim to, there is no reason not to do them. I have been in sales my entire life, and one of the first things a very wise lady told me in the begining of my career, is stop thinking about what you are getting out of it, and think about what your customer is getting. If you take good care of your customers, they will take good care of you!! If I call and they still haven't taken it out of the box, I remind them to do so, and that I will be calling back to make sure they are happy with their purchase. I don't ask them to do anything else, but at the end I always ask if they want me to keep them up to date with happenings. Or if they want me to put them on my e-newsletter. How do you feel when you run into one of your customers and they tell you about going to someone else's show and what they bought. To yourself, you're like, "but you are my customer!" Well??? Are they???
Just trying to tweak your thinking!
dja
Customer Care Calls are calls to take care of your customers, and if you believe in customer service the way we all claim to, there is no reason not to do them. I have been in sales my entire life, and one of the first things a very wise lady told me in the begining of my career, is stop thinking about what you are getting out of it, and think about what your customer is getting. If you take good care of your customers, they will take good care of you!! If I call and they still haven't taken it out of the box, I remind them to do so, and that I will be calling back to make sure they are happy with their purchase. I don't ask them to do anything else, but at the end I always ask if they want me to keep them up to date with happenings. Or if they want me to put them on my e-newsletter. How do you feel when you run into one of your customers and they tell you about going to someone else's show and what they bought. To yourself, you're like, "but you are my customer!" Well??? Are they???
Just trying to tweak your thinking!
dja
emo812
- 191
Chefstover2
- 593
At my shows, I let people know that I come with their products and to expect an "out of the box" call from me sometime in the future...I'll be calling them at some point to ask them if their Food Chopper (or whatever) is out of the box. This always gets a laugh, but when I actually make the call, they're not surprised.
I actually have been pretty lax about my OOB calls lately and had one host tease me that she hadn't gotten her call yet. But when she showed me that her chopper was still in it's original packaging, I told her it's because I knew it wasn't out of the box!
I have also found that by keeping the focus on them and making sure they're happy, it's a lot easier and more comfortable for both parties. I do get the customers asking to place additional orders or to book shows before I could even ask. Mind you, not all the time, but it happens.
HTH
I actually have been pretty lax about my OOB calls lately and had one host tease me that she hadn't gotten her call yet. But when she showed me that her chopper was still in it's original packaging, I told her it's because I knew it wasn't out of the box!
I have also found that by keeping the focus on them and making sure they're happy, it's a lot easier and more comfortable for both parties. I do get the customers asking to place additional orders or to book shows before I could even ask. Mind you, not all the time, but it happens.
HTH
lauradahl
- 290
raebates said:
What a fabulous idea. I have never been good at this..but this tool will be wonderful to help me get thru the conversation with more ease. Thanks so much! BTW..love the idea where it is portable. I spend 3 days a week waiting and waiting for my 4 yr old to get outta preschool as I live too far to go back home and back to town:yuck: Now I can make better use of this time and connect with my customers!
ChefBeckyD
Gold Member
- 20,320
paigev71
- 263
raebates said:
Oh my Gosh Rae! I never noticed that there before. I LOVE it. I am awful about making time to get on the phone. In addition to calling potential leads, I am going to make calls to recent customers. I love the "let me help you" idea without seeming like there is any ulterior motive. Thanks for posting that!
epimomma99
Gold Member
- 23
I agree with everyone that making Customer Care Calls can be hard & at times frustrating. I came up with a way to give myself a little more incentive to make these calls that are important to the type of Customer Care I want to give. Now it is a little bit easier for me to remember to do these calls. Hope this helps!!
Here is what I did: 1) Decided on something that I wanted, but wouldn't normally spend my money on (this can be anything from a purse to a spa package) 2) Everytime I make a CCC or a HC call I add 25cents to my jar, now this only counts if I have talked to a live person or have left a really good msg 3) For every show I submit (Catalog or Cooking) I add a $1 4) For every recruit I sign I add $10
Here is what I did: 1) Decided on something that I wanted, but wouldn't normally spend my money on (this can be anything from a purse to a spa package) 2) Everytime I make a CCC or a HC call I add 25cents to my jar, now this only counts if I have talked to a live person or have left a really good msg 3) For every show I submit (Catalog or Cooking) I add a $1 4) For every recruit I sign I add $10
Frequently Asked Questions
Can incentives really improve the effectiveness of customer care calls?
Yes, incentives can significantly improve the effectiveness of customer care calls. By offering rewards or recognition for positive interactions, representatives may feel more motivated to engage with customers, leading to better service and increased customer satisfaction.
What types of incentives can be used to enhance customer care calls?
Incentives can vary widely and may include monetary bonuses, gift cards, recognition programs, or even additional time off. Tailoring the incentive to what motivates your team can lead to better results in customer interactions.
How do incentives impact customer satisfaction during calls?
Incentives can lead to higher levels of enthusiasm and engagement from customer service representatives, which often translates to a more positive experience for the customer. When representatives are motivated, they are more likely to go above and beyond to resolve issues and provide excellent service.
Are there any downsides to using incentives for customer care calls?
While incentives can be beneficial, they can also lead to unintended consequences if not managed properly. For example, representatives might prioritize speed over quality to meet incentive goals, potentially compromising the customer experience. It's essential to strike a balance between efficiency and thoroughness.
How can I measure the success of incentives in customer care calls?
Success can be measured through various metrics, such as customer satisfaction scores, call resolution rates, and employee engagement levels. Regularly analyzing these metrics before and after implementing incentives can help determine their effectiveness and guide future strategies.
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