Retail Marketing Virtual Conference & Expo: Customer Service ‘WOW’ Factor Tips

Customer Service Staff

• Educate your service reps - empower them to provide fantastic service
• Gilt Groupe makes sure its employees are familiar with products and works with merchants to get this info
• small group and large group training has been effective for Gilt Groupe - make sure your team is prepped
• Gilt Groupe trains its employees on customer service anywhere from 5% to 15% of the week
• Keep customer service training ongoing - systems change, new products are launched, things change
• the best customer service reps are the ones who ask questions and learn about the shopper

The WOW Factor

• The WOW factor - when you go above and beyond what's expected - for Gilt Groupe, it's the quick response times
• The WOW factor is most relevant when something goes wrong - turn that negative energy into a positive
• You can WOW customers with empathy, great response times, and genuine and authentic customer service reps

Want more? You can register for the on-demand version of the full-day event here: http://virtualshow.retailonlineintegration.com/fall/registration. Also, follow us on Twitter at @RetailOnlineMag.