Customer Service

Today, One Click's Customer Service Supervisor, Laura, writes about how rewarding it is to get to know our customers on a personal level. Answering the phone in the busy customer service department can be both rewarding and challenging.  When I pick up the ringing phone to greet a customer on the other end of the line, I never know what he or she will say. But at the end of the day, getting to know these customers is what makes my work so enjoyable. A few days ago, I answered a phone call for Reading Glasses Shopper. The gentleman who called immediately launched into his story about our product. It seems he  purchased a pair of bifocal sun readers a few months ago that he loved and wore all the time. One day,

One Clickers are a happy bunch, and we want our customers to be happy, too. So it's no surprise that we just added "Create Customer Happiness" as one of our core values. Surprising? Maybe not. A big deal? Yes! Adding a core value is an extremely rare event around here and is a decision not to be taken lightly. The great thing about it is, customer service team members aren't the only employees who get to bring the happiness. Every one of us at One Click is able to contribute in some way to our customers’ happiness. I'm super excited about this new core value because much of what I do every day has the potential to directly impact our customers. I'm constantly seeking out ways to collect feedback from our shoppers so I can initiate changes to our sites that will make their shopping experience an even better one. Right

On a routine visit to my favorite sub sandwich shop today, I suddenly became overwhelmed by all the tasks I was responsible for during checkout. Maybe it was the line of customers growing behind me as the cashier stood behind the counter, patiently waiting for me to get done fumbling with the credit card reader, bagging my chips, and grabbing my drink cups. No one was getting upset, and it didn't really take me that long, but it made me wonder... has quality customer service become a lost art? This whole experience just wasn't lining up with my old-world customer service values. I vaguely remember a time, not so long ago, when the cashier would have subject himself to such chivalrous tasks as bagging my chips for me and gingerly handing me my drink cups, all in the name of great customer service. It just seems like the average service-industry employees