Hello and welcome to the 2nd installment in our customer service series. In case you missed the previous post, last time we talked about 5 things you can do before you place you even place your order to help your project run smoothly. Today we’re going to discuss another important part of client communications—phone calls.
Our staff is always ready to assist you over the phone, but sometimes it’s hard for us to figure out what’s going on with your order because we don’t have enough information in front of us. All of your projects are important to us; please keep in mind that we talk to a lot of people on a daily basis, so we don’t always recognize you by name. As we get to know you through repeated orders, we’ll end up on a first name basis. Until then, starting out with, “Hi, it’s Dave, is my order ready to pick up?” doesn’t give us much to work with.
So before you pick up the phone, there are a few things you can do to ensure a great experience.
4 Steps to Improve Your Phone Service Experience
When You Call Our Staff…
Check Your Emails First!
We send several updates about your order status via email. Some of these are simple notifications that your order shipped, and other times the message requires some response, such as approval for a proof. Occasionally, our emails may end up in your spam box due to filters and settings beyond our control. So we ask that you please review your inbox and spam or junk folder just in case the answer is already waiting for you to open.
Have Your Order Number Ready
It’s much easier for us to find and track your progress with your order number. We have a large data base of clients, but every order gets a unique number. You’ll find your order number in the confirmation email receipt, which is the very first note we send.
Be Calm and Courteous
When you’re stressed out, it can be very difficult to keep your cool. We know you have a lot of things going on at work, and the last thing you need are problems with your printer. But you also probably know what it’s like to talk to someone who screams at you as soon as you answer the phone. That kind of behavior makes it really hard for us to solve your problem and frankly our staff doesn’t deserve that kind of treatment. Remember, we’re people, just like you. And we’ll do everything we can to make you happy. So take a deep breath, relax, and let us help you get you back on track.
Trust Our Advice and Expertise
We’ve been printing since 1996, and we’ve learned a thing or two over the years. Our hearts are in the right place, so when we tell you that your photos are low quality, we’re not trying to insult you. We’re trying to make you aware of an issue you may be able to correct and thus avoid a costly reprint. We never criticize designs for the sake of it.
Community Feedback
Now you know what you can do to help us assist you more efficiently. But we firmly believe that customer service is a two way street. So what can we do to improve your telephone communication experience? Please tell us in the comments below!