Wednesday, March 3, 2010


Speaking of chat tool representatives, doesn't it seem like they always want to get out of the conversation as soon as possible?

Me: "Do you offer blahblahblah on overnight shipping?"
RetailChatRep: "The answer is yes. Did I answer all of your questions today?"

No, not yet. Why the rush? I love the idea of chatting online with a sales rep rather than picking up the phone or going into a location, but there's often a sense of urgency that they have to run. Whether it's online, in a store or on the phone, customer service representatives need to give shoppers their full attention and enough time to get all answered.

Better-informed shoppers make better-informed purchasing decisions and ultimately have a better experience with the retailer -- so please, let's not rush a Q&A session. It's in the best interest for everyone.

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