Delivering Amazing Customer Service While Drinking Through a Fire Hose
If you’re scrappy and lean, it’s hard to beef up staff just for a sale. Our product line requires a substantial amount of product knowledge that staff can’t learn overnight — nor do we feel right hiring someone only to lay them off once the sale is over. That’s not our culture.
Instead, we implemented a four-tier communication structure: email responsiveness, live chat, all-hands-on-deck phones, and appointment scheduling…