Frustrated With Customer Care Calls

[Cr8vKitchen]

I've been working on making Customer Care calls to guests who've made purchases at shows as well as follow-ups to a booth we had. I feel like I must be doing something wrong!!

I either get people who are VERY abrupt (I'm being nice here) or they say I've caught them at a bad time and could I just email them. Well, we all know as nice as email is, it just doesn't get the same results (then again, at this point, it would get exactly the same result...nothing!).

Here's what I'm saying "Blah blah blah...from the PC. I was just calling to thank you for your order from _______'s show and I wanted to be sure your products are out of the box and that you didn't have any questions. (They say blah blah blah). I'd love to tell you about some excited things going on at TPC- do you have a minute? .....then it unravels!

I thought maybe it was because I'm calling in the evening and people are getting ready for dinner but I've tried at 6:30-8pm with the same results. I cannot make calls during the day because I also have a f/t job.

I'm not writing this (very long) post to complain but because I'd love to hear what you say during your calls.

Thank you in advance for any help you can provide!

 

[BlessedWifeMommy]

I feel for you! I have had the same results. Looking for a master CC call maker to come let us know how it is done!

 

[susanr613]

you may be giving the impression that your call is not really for customer care....it's for hitting them up for a booking.

i make my CCCs just to check in and see if they are happy with the product. I say "Hi X, this is Susan with Pampered Chef. How are you? Great! I'm just calling to thank you for your order at Y's party. How do you like your new products?"

The answers vary among "I haven't tried yet" and "I love it!" and "Everything's good" I wrap up the call letting them know that they can call me with any questions etc and I get off the phone.

I make seperate booking calls to:
1. People who told me they want a show or might want a show
2. Previous hosts
3. Every once in a while I call people in connection with a host special. I'll call everyone who ordered cookware to book August

Try making CCC just to thank the customer and see if he/she is happy. You may find a warmer reception and it will leave you less stressed out too.

 

[Liquid Sky]

When I do CCC calls...or out of the box calls....I just call to check in to make sure they are happy with their products. I do not go into asking them if they want to hear what's going on. I don't want them fearing when I call and think, "oh no...it's that PC lady again and all she's calling for is to ultimately see if I'll buy something or host a show".

I WILL talk about specials AFTER I have established a good "relationship" with them...meaning....after the first out of the box call I make with them. Does this make sense?

Plus, people are going to say no and not be interested. Let it roll off your shoulders. But, don't set yourself up to be viewed as you are masking a "sales call" as a "hey, I am calling to check in to see how you are doing". Consumers are very leary and stand ground when we contact them. Give them a reason to not "fear" your call or future contact.

 

[Jules711]

I tend to have really good responses when I call people (and then hear from the host that they were impressed I called). However, I do make it about them. Telling them you have exciting news may have a positive or negative effect. Depends on what they think you mean. Does she want me to sell? Host a show? May scare them off. I usually start with This is me from the PC and we met (or you ordered from ....'s show). Do you have a couple of minutes? (AND mean it!) If yes, then say your I wanted to thank you and check to see... Then just go into have you thought of having a show or passing a catalog? If they say no, that's fine. See if they'd like to be added to a newsletter you send or if they'd like to be updated on specials, whatever. Maybe something on their wishlist that they want you to contact them about. I keep it light. If they say no, I tell them, thanks for their honesty b/c I really want to provide the service that THEY need. If they change their mind, they have my info or if they'd like me to check with them in a few months, I can do that.

Make sure you are happy doing the calls too. If you are doing under an I have to do this and I hate it attitude, it comes across. Keep it up...it may just be the group you are calling.

 

[legacypc46]

I say right up front: "This is a service call, not a sales call". I quickly explain that I follow-up will all my customers within the 30-day free return window and want to be sure nothing was missing or damaged in their order...and that they are HAPPY with their products. I also ask if they have any questions about their new products (especially the can opener!).

Most customers appreciate the service call approach. I know we're advised to bring up doing a show during every customer care call, but I follow the customer's lead. If it's clear they want a quick business-like call, I don't take it any further. If the call turns chatty, I'll follow my gut and try to say the words I'd be comfortable hearing if I were in their shows.

Hope this helps.

 

[Chef Gilles]

It can't be too scripted and you have to make the call because you CARE...not to get bookings because it'll show.

I also work full time and find that email works fine for me. It's all in the words!

 

[Chefstover2]

One time block that I've found works REALLY well is 7:30-9PM...most people are done with dinner by then. I also ask if I've caught them at an okay time or if they're "interruptible".

Definitely make it about them. Perhaps once you've asked about their products, you can ask if they have any items they'd like to put on a wishlist. That way if an item goes on sale, you can let them know OR if they have someone that wants to know what they want for a special occasion all they have to do is give that person your name and #.

HTH

 

[beepampered]

My customer care calls do exactly what I want - verify that the customer's products are what they wanted. I usually call during the day and end of leaving a message. If I do talk to someone, I rarely get a booking or sale. Although it does happen on occasion. The benefit to me is that I can get adjustments made in that 30 day window so I don't have to ship them back. I also build rapport with repeat guests because they know I'll call and not hit them up for anything. I have had several long-term guests comment at shows "you're so good on making sure everythings okay." Although I'm not getting anything, I like to think that I'm getting a loyal customer who would refer me or come back if she needs something.

 

[raebates]

Sounds like many do the same thing I do. Here's my script:Hi. This is Rae Bates, the PC consultant from Susie's party. I'm just calling to make sure you LOVE what you bought.Unless they expressed some interest in booking or purchasing something coming up for sale, I don't ask if I can tell them about specials or anything. I'm really just checking on them--customer care. This connection has helped me to form strong bonds with many of my customers.

 

[Cr8vKitchen]

I cannot tell you how helpful all of your comments were! I HAVE been going about this the wrong way and feel like if I do what you guys have mentioned, I will be a LOT less stressed about these calls!

I am also so worried because I feel like I have to get in the consultant bit, hey- host a show AND wanna be added to my mailing list? in one call. I'm going to take your advice and make my Customer Care calls about THEM instead of what's in it for me!!

I LOVE LOVE LOVE this forum! Thank you so much for your help!

 

[beepampered]

I tell guests at shows that I will email the recipe if they give me their email address. Then, I send the recipes with a thank you a few days after the shows. They are then added to my once monthly email newsletter list.Good luck making those calls and maybe you'll hit on a "can I host a show" call soon.....

 

[doughmama]

I say right up front: "This is a service call, not a sales call". I quickly explain that I follow-up will all my customers within the 30-day free return window and want to be sure nothing was missing or damaged in their order...and that they are HAPPY with their products. I also ask if they have any questions about their new products (especially the can opener!). .

love this - thank you. think this will immediately put the customer at ease.

 

[pampchefrhondab]

Don't have time to read everyone's post, but I usually just end it w/are there any products you are interested in me letting you know about if they go on special. They usually have something. If it's what is on special now or soon you can go ahead and tell them about it. Otherwise it give you a chance to call them in the future.

 

[mrshamel3808]

So far I've never done CCCs but this thread has encouraged me. My only worry is timing...how long after the show and shipping confirmation do you call? I'm worried that the host won't deliver the order to the guest right away and then it might be awkward.

 

[ChefChris]

One thing I am using for verbage is instead of customer care calls I call them Courtesy Calls. I got this from one of my Directos I work with. If they are too busy when I call - I tell them that I am just making my Courtesy Calls to see about their product/s and when would be a better time to talk.

 

[etteluap70PC]

#1 thing to do right off is to ask "are you interuptable?" Ask their permission to check in on them.

 

[kcmckay]

I just finished listening to the customer care taking care of business cd from suplly order. It did get me motivated to make calls and gave me some tips. However after reading this thread I'm less stressed about it. I'd just started making calls recently and was discouraged that I wasn't getting any business from it. Now I see that I can just focus on the customer care aspect and get permission to call again with specials updates. Thanks for posting.