Rub People the Right Way

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On Thursday we are conducting a workshop on how to make your call center reps advocates for your email marketing program. The learning is based on real experiences at call centers throughout the world and focuses on how to engage customers and prospects in a dialogue, build trust and then ask them for their email ID.

As we prepared for this seminar, we picked up the phone and spoke with a number of different call centers, some of these companies are coming to our workshop. Our questions were simple – we asked about products, shipping, returns and we asked the company to share user feedback. In some cases we were asked for our email, when we weren’t, we gave them a few opportunities to gather. It was interesting to see how many companies actually took time to listen to us and engage in a relevant conversation; there were others eager to get us off the phone. One of the exceptional conversations was with Badger Balm.

Rub People the Right Way
Badger Balm sells truly amazing body care, straight from the natural world. They have a number of balms on their site, many sound alike so I called to ask the difference between a couple – like Night Balm versus Sleep Balm and Stress Soother versus Meditation Balm.

In my conversation with Stephanie, I quickly learned the differences between the balms and given a quick introduction to the other great products they had. She very nicely put a little care package together for me and was nice enough to ask for my email ID. Not only did she get my email, we even had an email exchange; she was friendly, knowledgeable and listened to me, but more than anything else, you could see the passion she felt about the products she sold. It was this excitement that got me to pay attention to her.

So other than great customer service – take some time to train your staff on the following:
1) The value of your email program
2) Give them scripts that allow them to converse with the customer – don't let them read verbatim scripts that say “Our company collects email id's for promotional, and informational purposes… blah blah blah blah. You can unsubscribe from us at any time.” Learn to make it conversational so the reps can offer the customers help or better service via email.
3) Give them the power to give something away to gain the prospect’s trust – it can even be a sneak preview into something that is generally not available.

Badger Balm's theme is all about Rubbing People the Right Way! They mean it, both with their products and exceptional service.

It’s not too Late
We will be going through a variety of best practices in Lebanon, NH, on Thursday (11/15.) This series of workshops are being shared across the country. To inquire about our next round of workshops or to attend this one in Lebanon – simply email us or visit the Panel of Peers site.