In the age of
self-checkout registers, and automated phone banks, it seems that
customer service is a lost art. While working with the
Rockland County YMCA, I was fortunate to participate in "Integrity Training", an in-depth course on customer retention.
Fundraising and sales are very similar. In both, you must win over the
Listener, with a compelling
Pitch or
Case for support. There is a lot of competition for those dollars, so your work begins when you gain the new supporter/customer.
Those first few minutes can
Make A Difference between the long-time supporter, who may evolve in to a committee member, and/or board member, or returning
Shopper to your
Store.
Recently,
I had an experience with an online/retail operation. My frustration was
skyrocketing. As my kids say, "nothing is easy."
So, trying to buy a pair of high-end sunglasses, using some
GIFT cards I had
EARNED from surveys was not going to be easy. After looking in a
Bricks and
MORTAR store, I went online to the
Sunglass Hut website to purchase the item.
When the form of payment was rejected, I called the
customercare
number and explained my dilemma. They were of no help, so I called
the retail company store (26 miles away) and was assured I could use the
cards in the
Store. However, I was also eligible for a 12% rebate from
Rakuten.
I did not want to lose that additional savings!I had attempted my
purchase no less than eight times, so when I called the store again
(four total calls), I was told the glasses were on hold, and "come on
down." He would help me.
Upon arrival, I learned he was gone for
the day, and the manager on duty, could not help me purchase them
online for an immediate pickup. Even if they were shipped to my home, I
would lose the rebate. Nor were they able to use the forms of payment (
Tremendous gift cards) I had on hand.
Cynical as I am, I went to my car and activated another gift card, and returned to the store, with a $20 coupon, and two
Valid gift cards; I finally purchased the item with no out-of-pocket costs.
The
on-duty manager was very nice, and I told her how I was not mad at her,
but I was frustrated that I was losing a $20 rebate (and the only
reason I was splurging on these sunglasses was they were costing me
nothing!)
I took a chance and emailed the customer service at
Rakuten,
since they had always been responsive and helpful in the past. Within
15 minutes I got a reply to send the receipt; they saw my attempts. The
next morning they had credited my account anyway!
I am now the proud owner of a pair of
Rayban Sun Optics (I) Ltd, sunglasses, thanks to excellent
CustomerService.com. As an upper
#management employee, these are the stories that made me proud to be a
#servantleader!
#banks #fundraising #training #experience #help #sales #customerservice #retail You can join
Rakuten with this link:
https://lnkd.in/dZMATWu6