Let Your Most Loyal Customers Handle Your Customer Care by Christopher M. Carrington
December 08, 2006
If you think your key customer service metrics would increase by matching inquiries from your customers with people who have a passion for your products and the knowledge to provide the highest quality service, you’re probably right. In fact, it’s likely that you would also begin to see your customer service indexes, sales metrics, and customer retention numbers begin to rise.
This is not a customer service dream — it is a reality that companies across the country are taking advantage of today. Agent profiling, the process of matching customer service agents directly with the needs and personalities of customers, is a win-win situation for businesses, customers, and employees alike.
Customers Want More
Agent profiling provides the highest and most efficient level of service possible while linking customer service agents’ passions to their job. The backlash from customers who have received mediocre service from offshore facilities shows that consumers expect more than simply having their calls answered quickly.
Recruiting customer service and sales agents who are passionate about your products and services and who have strong customer service skills is the first step in providing a better experience to your customers.
Agents As Trusted Advisors
...Another company that is reaping the benefits of agent profiling by using home-based contact center agents is J. Crew. Since the people best qualified to relate to J.Crew customers are other J.Crew customers, we hire only shopping enthusiasts with intimate knowledge of the J.Crew brand and product lines to work on the J. Crew program. Even J.Crew credit card holders are answering the phones.
Such strict hiring profiles mean these home-based employees can communicate about fabrics, colors and how to match outfits while on the phone with J.Crew customers. Lynn Bradley is an ideal J.Crew call center agent because of her experience as a retail manager, and she becomes a trusted advisor for J.Crew customers who reach her when they call with a customer service request.
In fact, on a recent call, Bradley was asked to purchase an entire suitcase full of clothing for a man who was going on an island vacation and didn’t know what to wear. After discussing the finer details of his destination, his skin tone and even his sensitivity to sunlight, Bradley was able to use her knowledge of the J.Crew product line to select a new wardrobe for this customer. Such service is only possible from employees who are mature, passionate and experienced in the work they are performing. ...
What do you think of the author's message in the article? Do you disagree or disagree? What else would you add?
Totally agree. Everyone I've encountered at J.Crew, both in stores and on the phone, is very knowledgeable about the clothes and always willing to share their knowledge with me. Even though I'm "just a sale shopper", I'm treated so nicely that I can't help but keep returning to J.Crew. What can I say, it's nice when people are nice to you :)
ReplyDeleteThis is off subject...I just placed an order for the tie-front dress(heather sterling) and Jackie cardigan (poppy). I tried to do it online and was unable to use the EXTRA30 code. I called in and was told the code had expired. She went ahead and applied the EXTRA30 to the order and added free shipping!
ReplyDeleteDoes anyone have the tie-front dress? I tried it on in the store when it was full price.
Anonymous, you should bet the lottery today! I love the Jackie cardigan and have been coveting a new one, but even on sale it's still a bit too much money. Can't wait for the next 30% off sale to snag one.
ReplyDeleteAnd yes, J.Crew customer service is always friendly and helpful, both on the phone and in store. It helps to have people who know what they are doing assisting you.
BTW, my orders from the weekend are ok and on their way. They should be here today, in their entirety (no "partially shipped" message). So have hope, everyone, the J.Crew ship seems to be righting itself and is almost back to normal! Thanks to Vivian, FFM, and Aly for their input on their orders and the wait time!
I like the jist of this article, and of course it makes sense to have a real proponent for your product answering questions and advising the customer. [Note to J. Crew: Please don't ever resort to outsourcing your customer service!] We all know what real drones your basic non-JC cs agent can sound like.
ReplyDeleteSide note: Does anybody have any experience with J. Crew HR? Are they looking for actual retail experience in a manager, or someone that deals well with customers, understands the clothing, etc. OR both??
...or is it "gist"? Sorry, I can never figure that out.
ReplyDeleteI find that for the most part this is true about jcrew CSRs and SAs. Every once in a while a bad apple comes up and they are totally unhelpful but I find that even the men can usually advise me on dresses. It's great. I love calling in because then I can say well how does this item feel and they can tell me how soft, light, heavy it is. They always make my shopping experience fabulous (well almost always-- aside from someone who doesn't let me use my student discount-- thats not fun);)
ReplyDeleteOT! sorry! I was at my b&m JCrew yesterday and 90% of the sales reps were wearing either the cashmere Olivia shell or the Kelsey tank dress (not sure if this was clever marketing or coincidence). anyways I tried on the Kelsey tank dress and it is worth every penny!! It doesn't cling to any problem areas and will look great with a button down/blouse underneath. anyways thought i would pass that along because i completely disregarded it when i first came across it and it is completely amazing!
ReplyDeleteI agree with this article. My favorite sa is male and he is always so helpful and willing to imipart his J Crew knowledge. He's willing to say if something doesn't look good (sometimes you wonder - do they just want the sale?) and share about upcoming sales. I hope they continue to hire those who enjoy J Crew.
ReplyDeleteFor the most part, my customer service experience has been positive. The SAs at the stores really depend on which store I go to. I've been going to the b&m in Copley Place in Boston this summer and I really like two of the SAs. They are probably my favorite ones out of all the those I've been to. They helped me with sizing, were not pushy, and were knowledgeable about the clothes. I've also encountered really mediocre and not that great SAs at the same store though. As for the other b&m that I frequent, which is in southern California, all the SAs have been great and helpful. Sometimes they wouldn't accept my student discount, but I haven't been back in awhile so I'm not sure if they fixed that issue. Overall though, the CSRs and SAs at J Crew are friendly and give out great advice.
ReplyDeleteMary: Congrats on your orders Mary! I'm still waiting for my shipping confirmation in email form or on the website under my order history.
Kate!: I'm completely agree with you about the Kelsey tank dress. It is so soft and comfortable. It will be great going into the fall. I'm just waiting for it to go on sale.
Aly
ReplyDeleteMy order was placed Saturday. I think you said you ordered on Sunday; so with any luck you should be seeing a shipping confirmation soon (mine came overnight last night, and the packages were already on their way).
I guess I'll have to try the Kelsey tank dress now that you all are saying it doesn't cling. I can't get the image of myself (really, just my immense boobage) in the jersey bateau dress out of my mind!
anonymous at 8:19AM, I didn't get the tie-front dress, but I did order the poppy jackie:) Can't wait to get it, I really love that color! Congrats on your phone order too, some reps are just amazing
ReplyDeleteAnonymous: I have the tie-front dress in cabana blue (I think that's the color) and I just ordered it in papaya -- I absolutely love it. It's a great basic. I wear mine with a cami and jacket for work, or with flip-flops for the beach. A word of advice -- it is jersey material, so it's a little clingy ... just be careful what you wear underneath. That said, it's super comfortable and very flattering. I love mine (that's why I ordered another!).
ReplyDeleteAlthough I agree that the in-store SA's are usually very friendly and helpful, I have also been frustrated by how unfamiliar many of them are regarding merchandise. Over the last couple years, I've called numerous stores all over the country, looking for particular items, and have encountered so many SA's who did not know the item by name and needed full, detailed description of the item in order to locate it within the store. I just think that the people who work for J.Crew should be just as, if not more familiar, with the merchandise as their customers.
ReplyDeletemary - i have immense boobage too!!! and the dress still worked for me (im a D cup and normally a medium on top at JCrew), but it covered well and didnt look ridiculous
ReplyDeleteSounds like they need to hire some Aficionadas!
ReplyDeleteSince I get to B&M only 2 or 3 times per year, I don't have the opportunity to develop relationshipds with sales associates. Unfortunately, I don't find the web/catalog CSRs very knowledgeable. When I worked retail in college I tried on every shoe that came in the door so that I could give the customers my opinion on fit. When I'm in doubt about sizing and I've called a web CSR, the answer I uniformly get is "That runs true to size." We all know there's a lot of variation in fit. The CSRs should know enough to say "If your tummy/shoulders/foot width is large/small/narrow/wide you should size up/down."
Two OT things before I run:
ReplyDelete1. My husband *hated* the Abby jacket. He was careful to say that *I* was beautiful but the jacket made me look like a frumpy, dumpy, hippie. (Hippy doesn't really make sense but because he's a Brooks Brothers type it's his all-purpose insult.)
2. Any suggestions on what to wear with my marmalade cafe capris? I'm getting tired of black . . .but I don't really do navy, white, or khaki.
hexicon: You could always wear a latte color with them. A heathery brown would look lovely, even a darker brown would work.
ReplyDeleteI have to chime in about the Jackie cardigan. J. Crew created a real winner with that one. It goes with sooooo many things. Love it!
ReplyDeleteI agree. Like Lauren, I'm a "sale shopper" but the workers are nice, friendly, and knowledgeable. Even the ones who work at the dressing room. They would ask about the fit or if I need it in another size. I think this is why I keep coming back to J. Crew - the positive attitude of everyone, even the security guard, haha.
ReplyDeleteI also find it surprising that even though I am 16, they actually pay attention to me and not look over me with an attitude like other stores do.
The service varies at the J.Crew store I go to. The younger SA are not as nice as they could be. I would say that SA should be trained to be respectful and helpful to all customers that come in their door.
ReplyDeleteTotally OT, but do we think Katie Holmes is trying to imitate the rolled tapered jeans look that J. Crew has featured in the new catalog?
ReplyDeleteI for one am not on board!
c'est: Is the trying to look like Tom Cruise in Top Gun?
ReplyDeleteshe not the
ReplyDeleteThis is off-topic, but has anyone seen/purchased the silky jersey pleated top in white or sea salt? I've noticed that sometimes J.Crew's light colored t-shirts can be a bit see-through, and am wondering if it is the case with these shirts.
ReplyDeleteI don't know, Kate, I've revisited the kelsey tank dress and it's a lot shorter than I remembered when I first looked at it...even without immense boobage, I don't think it's for me now. But for those who can wear it, more power to you!
ReplyDeleteAnd yes, those Jackie cardigans are fabulous, fabulous, fabulous, versatile, go with everything, are slimming and cute and come in so many great colors and I can't say enough about them. I discovered them about five years ago--found a black one in my B&M in my size (the last one, mind you, must have been a catalog return) marked down to $19.99 and snapped it up and have since worn it to shreds. I have them in an array of colors now. Love love love!
I don't know if anyone else from Canada has noticed this, but I just recieved a shipping notice for my Tartine Cardiagan (I placed the order about a week and a bit ago) Hopefully this means Canadian Shipping issues will be resolved soon.
ReplyDeleteEvery experience I've had with jcrew over the phone has been incredibly positive.
ReplyDeleteThe stores, however, were a mixed bag. I loved shopping in the Valley Faire store (San Jose) because the staff was always helpful (without being officious) and knew their merchandise very well. When I needed to do returns or exchanged, they handled the transaction gracefully.
At the current store (in Buffalo), the staff varies from the standard friendly, helpful service that I've come to expect, to simply...cold, and "off." I usually stop by every week, often just to browse...nowadays, I'm refraining from doing so because I get strange looks from the managers if I'm not buying anything. I also (before this website fiasco) purchased many items online in various sizes, and would return the sizes that do not fit. I felt stigmatized as a "returnee"...which doesn't make sense, since Jcrew is still making a tidy profit from my online orders!
Ah well. I'll be leaving this area soon, so I hope that staff at the next jcrew location exhibits the usual high standards of customer service....
I appreciate the fact that I try a lot of clothes on whenever I go in and they never seem grumpy if I give them the whole pile back because I didn't find anything I like. :) It's nice to know they're not going to push you into buying something you don't want.
ReplyDeleteSorry to ask this here, not sure where to post--does the Extra30 work if you call in for final sale items?
ReplyDeleteThanks in advance!
jcrewbug: I think she's completely morphing into TC. The whole family seems to have the same haircut, Suri incl.
ReplyDeletedoes anyone have the carnaby carryall? i sometimes see it in the sale section and sometimes not. i've been eyeing it for soo long!! if jcrew is really out of stock on it... i will have to settle for an equally nice look alike one from anthropologie... although i much prefer the leather from jcrew.
ReplyDeletealysa: I spoke to a CS yesterday about my order that was placed 2 weeks ago and it shipped on Monday. She said the Canadian orders are slowly returning to normal, but I noticed from my shipping notice that duties and taxes were not charged. So be prepared to pay the USPS driver. The CS also mentioned to me that they shipped out all the Canadian parcels together using WorldEase, so there may be a further delay at the border. Nevertheless JCrew is working hard to please their Canadian customers. I can't wait to get my parcel, their yoga wear is high quality, and you can wear the yoga jacket just about anywhere.
ReplyDeleteGood afternoon all - My sister has asked me to ask my fellow "J Crew Geeks" if anyone has any experience with the Sea Glass gown. Have you seen it? Sizing? Material. Any info to share would be appreciated.
ReplyDeletealso curious about the EXTRA30 code and also if anyone has tried the yoga stuff yet?
ReplyDeleteThe yoga line is high quality, and comfortable, it is a bit pricey but it is worth it. I have the yoga jacket and I wear it all the time, going for groceries etc.
ReplyDeleteI am surprised J Crew has not featured their yoga line in one of their cataloqs. The stuff is worth it.
I'm interested because I desperately need some pants and their classic fitted pants are $29.99! If the EXTRA30 is still valid, that would be so nice.
ReplyDeleteGot a package today!!!
ReplyDeleteI bought both the new Jacinda jacket in black and honey glaze. They are exquisite, especially the honey glaze. They are thicker than I expected, a nice weight. The collar is very cute and I really like the buttons. Two small things for future purchasers of the item 1) the sleeves are bracelet length at least on me. They are adverstised 3/4. I would have preferred them full length. 2) Where the puckering is it puffs out slightly - a little more than I would have liked but it is still flattering. Hugs in just the right place on me.
I also bought the hipslungs that are currently in the sale section. They fit like a glove! Amazing!
This is OT, but I have an idea.
ReplyDeleteCould we have a post where everyone picks an item or items that they are lusting for or have already bought, and explain why they love it....what lured them in. Body type, height, coloring, personal taste ..etc.. would all factor in. It might be fun!
The managers at my store are great and very knowledgeable...but the other SA's not so much...I think I know more about the clothing than most of them do. I think maybe they should be required to know what the items in the catalogs are...it's not hard. ;)
ReplyDeletehexicon: I too have the marmalade cafe capris and I wear a white tank, metallic casa rosa jacket, gold flats or kitten heels and the coral and shell beaded necklace with them. I get lots of compliments, and the outfit looks great with a tan! :)
ReplyDeletehexicon: I also have the marmalade capris and I'm wearing them with a white blouse. I think they would look great with a denim jacket, though. And, maybe a printed shirt that has the same color in it? If you can find one. :P
ReplyDeleteI've always loved the clothes and the store so it was almost natural for me to apply as a SA at JCrew back when I was in college (1999). During that time, SA always had weekly meetings on new items were coming in, what type of fabric and origin of fabric and the treatment of fabric were used to produce JCrew's clothing to why the store chose to use leather from England for their "magic wallets." Everyone was required to attend (even stock boys) and sometimes even be tested. Everyone was taught how to throw together outfits and the backroom was routinely splashed with corporate's creative director's inspiration outfits to help with our sales. My experience at JCrew was extremely pleasant, fun and definitely taught me how to look for quality, well made clothes. At the time, JCrew paid well above min. wage (it made declining Banana Republic easier) and their employee discounts were phenomenal! SA were strongly required to wear JCrew clothing only (or clothing with no branding whatsoever) to work and were given 50% off any 15 items as a clothing allowance. On top of that, we also received 30% off anything else (including sale). Many of my coworkers had normal 9-5 jobs and worked on the weekends to obtain this benefit.
ReplyDeleteAll in all, because I know how rigorous and serious they are about customer service first hand, I've been a loyal customer ever since.
joesky thanks for the insight and wel come to the blog!
ReplyDeleteThanks blumre! I'm glad to find kindred spirits that are infatuated with JCrew as much as I am. I also forgot to add after a 3 month probation period, we were given $350 worth of clothing to wear for work on top of the 50% 15 items.
ReplyDeleteI was also a Southern California SA and I'm glad to hear favorable reviews. FYI: I worked in San Diego at the Horton Plaza Downtown.
I just noticed that on the JCrew homepage the yoga collection is featured. Coincidence?
ReplyDeleteAnon: Thanks. UGH that is so frusterating. I just hope it's not too much more :(
ReplyDelete