Gymdoll's Extraordinare-y Culture and Customer Service
| Published: January 29, 2013 | Comments
Gymdoll is known for its motivational fitness apparel – and fantastic customer service. (ICMI’s Content Director Sarah Stealey can certainly vouch for that!) Customer Service Extraordinaire, Chris, taps into the culture behind the Gymdoll and how it translates into their amazing customer service.
Extraordinary service is paramount when addressing the needs of our customers at Gymdoll. Whether it’s technical support, a size exchange request, or just general product questions, we strive to go above and beyond to provide a truly extraordinary experience for our customers. We go the extra mile in our customer service and further by inspiring our customers to reach goals, be positive, and spread the motivation.
We Don’t Give Up!
They say you can’t please everybody and we say, "watch us". Every employee at Gymdoll bears the title of "Customer Service Extraordinaire". It is a regular occurrence for our CEO to jump into his CSE pants and start responding to support tickets. By having the title of Customer Service Extraordinaire it has motivated our team to go that extra step in making sure our customers get something more out of customer service. We know that each and every one of us is held equally accountable for customer satisfaction. It is a team effort. Our team frequently holds contests to see who can get the quickest response time or get the most 'thank you' letters. We truly get excited and inspired by helping other people. It’s almost like a rush! When you have successfully helped someone and know that you made their day just a little better, or put a smile on their face by making them laugh, it gives you that feeling of satisfaction. It all comes back to being genuinely good hearted and caring. There is no formula or guideline to excellent customer service; it’s about treating people exactly how you would want to be treated. By using these methods, our service levels are consistently through the roof.
We Don’t Try, We Do!
It’s no secret that at the core of extraordinary customer service is hiring genuinely good and happy people. You can train and incentivize all you want, but at the end of the day it’s all in vain if you don’t have the right people supporting your customers. The key is to hire people that enjoy helping others. Every member of our team truly enjoys going above and beyond to help our customers with any issues they may have. They get the biggest kick out of blowing people’s minds with over-the-top service that; unfortunately, people just aren’t use to anymore these days.
Suck It Up, Buttercup!
No canned responses here. That’s not an option. We have reference materials of course but every time you talk to a Gymdoll Customer Service Extraordinaire you’re receiving personalized service. Does it cost more to operate this way? Perhaps. But I promise you this: an upset customer will cost you a lot more. We have several repeat customers that must own our entire collection by now! How many times have you called or written a letter for customer service and you can tell by their response that they didn’t even read everything you wrote? Our CSE’s don’t skim; they thoroughly read through each service ticket.
At first I thought it would be hard for me to elaborate on our extraordinary customer service because it seems so simple to us. Our team members see the value in being extraordinary with customer service and are excited to be able to provide the best experience for our amazing customers.
I hope you have a great day and an awesome workout!
People Management, Culture & Morale, Customer Experience
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