The Importance of Customer Service

By Renee Anderson, The Chip Shoppe

September 14, 2011

 

In 2004 when my husband Rick and I opened The Chip Shoppe, it was important for us to provide awesome customer service to our schools.  As our company grows, we find that it is important to stay in tune with customer needs while maintaining a high standard of service and providing quality products.

 

Here are a few tips from our experience for great customer service:

 

1) Hire top notch people!  Explain your company’s philosophy on customer service and how it applies to servicing your customers! You are only as good as your team!

 

2) Use a good computer software program.  The program we use contains a module that allows us to document customer issues by school.  We can then track the issue to ensure the situation has been handled.  We also track the type of issues by week so we can work towards eliminating the issue all together.

 

3) Ship out a replacement or refund in a speedy manner.

 

4) We track and monitor types of calls we are receiving.  This way we can minimize calls received by adding more information to our website or giving our customer service the tools to answer the calls effectively.  Our goal is to work towards eliminating the calls by solving the problem.

 

5) Have plenty of well-trained people staffed to answer phones during delivery times.  The calls generally come in after school, so staff heavy for that time!

 

6) When possible, connect the school contact directly to the sales rep.  We use a satellite phone system to make this work.

 

Always remember what Sam Walton, founder of Wal-Mart, said about customer service:  “The goal as a company is to have customer service that is not just the best, but legendary.”   In other words, remember that even little complaints can turn your sponsor/customer sour. 

 

Sincerely,

 

Renee Anderson, The Chip Shoppe

Information & Technology Committee

 

Renee Anderson, and her husband Rick, established The Chip Shoppe, Inc. in 2004.  Renee has more than 23 years of experience in the fundraising industry including previous positions in sales & marketing with IFS/ America’s Lemonade Stand.  The Chip Shoppe is based in St. Cloud, MN.