3 Tools That Will Make Your Customer Service Team GREAT!

3 Tools That Will Make Your Customer Service Team GREAT!

Let’s be honest. Hiring can be one of the hardest things to do in your business. It can be difficult to let go of certain tasks or responsibilities, because are worried that you’ll never find someone who will be able to do them like you. Am I right? 

The fact is, when you take the time to hire the right person and properly train them to execute tasks according to your systems and standards, you’ll find that hiring is the best thing that ever happened to you. So let’s talk about hiring for your customer service team. Here are three tools you should focus on building prior to hiring your first team member: 

A Tone Guide

Whoever is doing your customer service is a representative of your company. That’s why it’s important that they learn to speak like the company “speaks”. We recommend creating a tone guide so that they know the way in which you want communication from your company to feel. Is your brand formal or more laid back? Would you close and email with  “Love, Jenny” or would that be totally strange coming from your gym equipment brand? Listing out words and phrases that reflect your brand will help your customer service team members communicate in a way that is aligned with your brand while still feeling spontaneous

Task Videos

We love using Loom videos to train our employees. Making a video of yourself performing the task you are wanting to delegate is a great way to ensure your team gets the job done exactly the way you would do it. Walk them step by step through every part of the process, and be sure to narrate as you go along so they have a reference that is both visual and auditory. 

FAQ Sheets

In any business, employees are going to run into questions or scenarios that are unexpected. That’s why it’s important to establish a process that your customer service employee can use if they don’t know how to handle a particular situation. In addition to having someone above them that can answer their question directly, you should also create a document where these responses are recorded in case the same issue comes up again. Don’t just consider these scenarios one-time occurrences. Make sure the information is easy to document and disseminate across the whole team for future reference


Customer service is one of the first positions we recommend hiring for in order to free up your time from more pressing tasks! With the right team members ensuring your customers are happy, just imagine what other goals you’ll be focus on and accomplish! If you have any other questions about building your team and growing your business, we’d love to share more with you. Head over to www.turnkeyproductmanagement.com/apply/.


Good luck!

Are You Showing Gratitude for Your Customer?

Are You Showing Gratitude for Your Customer?

Whether you are shopping in a store or purchasing something online, we have all had experiences where we feel one of two things: 

  1. What a professional company! I feel like a part of their community and I trust that they have my best interest in mind as they are creating product, fulfilling my order, and making sure I’m satisfied. Or…
  2. We’ll see how this product actually works. It may be a piece of junk. I probably won’t be able to return it if it arrives broken. Who do I contact to make my problem right? 


Ya feel me? Customer service is a huge part of what makes a company successful. Especially at this time of year when you are enjoying the benefits of the holiday shopping season, don’t miss out on this critical opportunity to delight your customers and express your gratitude to them. For our full list of ways to show gratitude to your customers, check out Playbook for Amazon Podcast Episode 25, but for now, let me tell you WHY showing gratitude is important when you are selling online. 

Loyalty

When you are showing gratitude to your customers, they become your raving fans. Not only are they more likely to buy from you again, but they are more likely to recommend your products to others. 

Peace of mind

When customers feel that you are genuinely grateful for their purchase, they feel connected to you which develops trust. This helps them believe that if anything is wrong with the purchase, you’ve got their back. 

Humanizing your brand

While there are definitely sellers who are just trying to get rich quick, there are other sellers that are invested in making their customers’ lives better. They want to develop quality products that solve problems. We live in a time where “shopping small” is all the rage. If you can offer personal connection to your customer, you’ll be able to endear you brand to them. Customers will feel like their purchase isn’t just another box being shipped out. 

If you haven’t been through your own sales process in a while, we highly recommend going through it as if you were a new customer. How does it feel? Are there any glitches? Would you be WOW’d by the experience? If not, now’s the time to make some tweaks. If your customer experience feels sterile and lacks connection, make sure you begin expressing gratitude to your customers.  And if you aren’t sure where to start, we love helping companies audit their listings and sales processes, so check out our listing audit for more information.