Ever wonder who’s on the other side of the phone when you call Newegg?
Newegg’s customer service team is comprised of over 150 representatives who handle thousands of contacts per day. The team has earned numerous awards over the years, including coming in 9th in the National Retail Federation Customers’ Choice Awards last year as well as recognition by Computer Shopper as one of the Best Places to Shop Online for 8 years in a row.
However, their job is not as easy as one would imagine. Even before becoming a customer service agent, each person is put through a rigorous training program over the span of 2 months. After training, each representative starts out as a customer service agent – the people who you first reach when you call Newegg’s customer service line.
Something else that Newegg’s customer service team prides itself on is their positivity, team spirit and camaraderie. As the Director of Customer Service Sue Martin states, “Happy agents make happy customers.” Martin believes in empowering each customer service agent to think outside the box, making good decisions and making sure each customer has the most positive, personal experience that they can when they contact Newegg. For example, below is a story where Customer Service Agent Giselle Gonzales was able to turn a negative experience into a positive experience with Newegg.
Giselle G., Customer Service story
Giselle had a customer who purchased a gift for her son. Since the package required a signature and the customer was at work, there were 3 failed delivery attempts which caused the package to be held at the shipping facility. The customer drove over an hour to pick up the package but when she arrived, she learned that the shipping company refused to release the package because she had listed her son as the “Ship To” name. She called customer service and “yelled her head off.” Giselle stayed calm and empathetic. Giselle thought outside the box and worked with logistics to contact the shipping carrier while she remained on the line with her customer. Everything worked out great and her customer was allowed to sign for the package within a short amount of time. When the customer got her package, she totally turned around, became very cheerful, and offered to take Giselle out to coffee – in Canada!
Something else that also sets Newegg aside from others is that we not only care for our customers, but also for our team members. The customer service department not only does monthly raffles and giveaways for employees, but also has a spirit committee who will decorate your desk on special events and think of ways to keep the positive energy flowing.
Do you have any stories about working together with Newegg’s customer service to resolve a problem?