Customer Retention: Keep ’Em And Hold ’Em

Customer Service

Good customer service starts with the first interaction you have with customers. And if your call center still is fielding a sizeable portion of your orders, you naturally have a “human” opportunity to keep them happy.

San Francisco-based telephone accessories cataloger Headsets.com takes a majority of its orders over the phone, despite its dot-com era pedigree. “Our inbound contact center is really what makes people remember us,” says founder and president, Mike Faith. “When you provide that ‘wow’ experience over the phone, in a few years time, when they need another headset or their colleagues need headsets, they’ll remember us as the place to come.”