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.
No comments:
Post a Comment