Customer Service Roulette

As part of my job here at Autopartstomorrow I am blessed to be able to speak with some of the nicest people in the country. Many of our customers are genuinely appreciative of our companies price, auto parts availability and super fast shipping. I also sit amongst the rest of our customer service parts experts, and can listen into the conversations.

An interesting side effect of taking tons of calls is when we have the opportunity to speak with someone who is having a bad day. We do a great job on almost all orders taken and shipped, but invariably the one order that somehow gets sidetracked always seems to be for someone with the greatest need. While we are empowered to do almost anything to take care of our customers, the phone call doesn't always begin with that understanding.

I call it the "pulling a rabbit out of the hat" effect. If you are as old as I am you will remember the Rocky and Bullwinkle cartoon and the piece where Bullwinkle says "Nuthin' up my sleeve" and reaches into the hat where he may pull out almost anything. So our CSR's are answering the calls; kitten, squirrel, puppy, rabbit... OMG Get this alligator off of me!! It's part of doing business and these guys are PRO's at handling issues, but sometimes it catches us off guard.

I think I can speak for all of us here, our favorite thing in the world is to assist a caller who starts off like an angry alligator and help them out, solve their problem and go that extra step... so much so that they say "Thank You" when we are done. Buying auto parts can be complicated and stressful, especially if it begins with a broken down car. We are here to make it a quick and pain free experience. We love our customers and appreciate each and every phone call we get.

Autopartstomorrow

It's a Blue One...

Parts Expert: How can I help you today?
Woman Customer: I need some parts for my car.
Parts Expert: What kind of car do you have?
Woman Customer: It's a blue one...

It's not always like that, and all women are certainly not clueless about their cars, but sometimes it can be challenging to try to discern exactly which part, for what car, might be needed while speaking with a customer over the phone. Our parts experts all have many years of assisting auto repair professionals look up hard to find applications. Sometimes they jump to question number three when attempting to help. "Give me the last 8 of the VIN" is a foreign language to many who are using the internet to look up their auto parts for the first time.

What we are learning is that it is always best to be patient and ask all of the right questions, in the right order, to make sure we get it exactly right. What we are also learning is that for every difficult customer there are one hundred really nice people out there. We are thankful for the opportunity to share our wholesale prices and inventory with a very appreciative public. Working together towards savings is a win / win for all of us. Thanks so much for your business!!

Autopartstomorrow