The Devil Is In The Order Taking Details
If you’ve been closely following this blog, you’re probably aware about our staunch customer service advocacy. For us, going beyond the usual taking down of one’s details (when it comes to appointment setting and order taking, for instance) is only one part of the story. The other part is making sure that this is done in a friendly manner that makes the customer feel special—even if s/he is simply calling for pizza delivery.
This isn’t saying, though, that your enterprise should forget the basics—the client details. As previously mentioned, part of the order taking and fulfillment service is making sure that your customer contact center team get the clients’ correct information. Why?
Think about it: how can you fulfill a customer’s order if you get such things as their address wrong? Take the case of Judy, who recently subscribed to her favorite fashion magazine title. After six long weeks of waiting, she followed up her subscription with the magazine publisher’s circulation department only to learn that they had mistakenly jotted down the wrong address. Not only did she cancel her subscription and ask for a refund, the publisher likewise lost money due to courier charges to an incorrect address (and back to the office), as well as refunding a disgruntled client.
In order to avoid this, it is best to ensure that your customer service order taking team takes down each and every customer detail to the last “I” and “t’. Read back the client’s details after they’ve dictated it over the phone or live chat. If an email was sent, it wouldn’t hurt to give the sender a call to verify their details. Little things like these can go a long way in ensuring customer satisfaction and loyalty.
Yes ladies and gentlemen, details do count a lot when taking down orders. After all, excellent customer service likewise means making sure that the devil is indeed in the details.
