Providing GREAT Customer Service
A very important part of your Usborne business is... Customers! We can't do what we do without them! We need them! So it is our job to provide the best customer service we can. A huge part of customer service is building relationships. I love the quote above because I believe it wholeheartedly. Even if your one and only reason to work the business to get money, that cannot be your focus. Your focus needs to be on the people.
Let's think about our mindsets... what sounds better? "How can I make a FB party that will help me get the most sales?" Or "How can I create this FB party that will help my hostess earn the most free books?" It's basically the same question, but with the hostess in mind and as our focus, we are putting their needs before ours and building that relationship with them. Not only that but people can tell when you are genuinely trying to help them or just want a sale. Don't treat your customers as "sales."
Think about the people who have shown you great customer service, what did you like about them? Here are some things you might have thought of:
- Kind
- Listened to your needs
- Treated you with respect
- Willing to go above and beyond to help you
- Responds promptly
- Apologizes and takes ownership of mistakes
- Cares about you
Remember the things that you thought of that you appreciate as a customer and be sure to implement those things.
Another important thing to remember is... follow up! It's not only important for the customer but it's super important for you as a consultant! After a sale, or a lead for a party or a possible recruit, you need to follow up. And hopefully you have started building a relationship so your follow up isn't a nuisance but a genuine check up to see how they are doing. Focus on the person, not how it benefits you.
Great customer service is extra important when things don't go as planned. If something goes south but you're able to handle it with grace and composure and your customer still feels important and appreciated then you have done yourself a good job!
Prevent Problems:
To help prevent disappointed customers, frequently check the Out of Stock list found in your back office directly below your name before hosting a home party or showing videos featuring books.
Problem with an Order:
There is a form to fill out if a book was received damaged or the wrong one was sent. You can find the Problem with my Order Form in your back office >> essentials >> problem with my order.
Download the form and save the completed copy (or take a screen shot if it won't save). I always include pictures of the damaged products with the email.
Instructions from Customer Service:
Although the Problem with my Order form does include spots for exchange and ordering other books, these are things I try to take care of for my customers. If possible I will exchange a book from my inventory or order a different title for them.
Book Bucks:
We have been told that book bucks will be virtually non-existent when the new system rolls out. When a book goes out of stock or out of print when a customer orders, they will receive a book buck or credit for the retail amount of the book. They will receive instructions to mail in the book buck, but I like to take care of this in OrderPro for my customers instead. You will need the invoice number (found on packing slip, invoice email, or in OrderPro if it's a hostess order) and you will select "Book Buck Only" for order type in OrderPro. You will not be charged tax or shipping if the book selected is the same or under the book buck amount. You can either watch the out of stock list to see when the book will be back, or you can have your customer choose a different book for the same value.
Half-Price Replacement Guarantee:
Sometimes problems are caused by customers themselves! It is still our job (and good business) to help! Usborne Books & More has a lifetime half-price replacement guarantee which means that if a book gets damaged after purchase for any reason, your customer can replace it for half of the retail price (plus shipping). Assist your customers with this by once again going to the Problem with my Order form in back office. On that page near the top there will be a place to download "UBAM Half Price Replacement & Credit Form"
In summary important aspects of GREAT customer service:
- Building genuine relationships
- Putting the customer first
- Following up
- Listening to their needs and correcting mistakes
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