Cookie Preference Centre

Your Privacy
Strictly Necessary Cookies
Performance Cookies
Functional Cookies
Targeting Cookies

Your Privacy

When you visit any web site, it may store or retrieve information on your browser, mostly in the form of cookies. This information might be about you, your preferences, your device or used to make the site work as you expect it to. The information does not usually identify you directly, but it can give you a more personalized web experience. You can choose not to allow some types of cookies. Click on the different category headings to find out more and change our default settings. However, you should know that blocking some types of cookies may impact your experience on the site and the services we are able to offer.

Strictly Necessary Cookies

These cookies are necessary for the website to function and cannot be switched off in our systems. They are usually only set in response to actions made by you which amount to a request for services, such as setting your privacy preferences, logging in or filling in forms. You can set your browser to block or alert you about these cookies, but some parts of the site may not work then.

Cookies used

Performance Cookies

These cookies allow us to count visits and traffic sources, so we can measure and improve the performance of our site. They help us know which pages are the most and least popular and see how visitors move around the site. All information these cookies collect is aggregated and therefore anonymous. If you do not allow these cookies, we will not know when you have visited our site.

Cookies used

Google Analytics

Functional Cookies

These cookies allow the provision of enhance functionality and personalization, such as videos and live chats. They may be set by us or by third party providers whose services we have added to our pages. If you do not allow these cookies, then some or all of these functionalities may not function properly.

Cookies used




Targeting Cookies

These cookies are set through our site by our advertising partners. They may be used by those companies to build a profile of your interests and show you relevant ads on other sites. They work by uniquely identifying your browser and device. If you do not allow these cookies, you will not experience our targeted advertising across different websites.

Cookies used


This site uses cookies and other tracking technologies to assist with navigation and your ability to provide feedback, analyse your use of our products and services, assist with our promotional and marketing efforts, and provide content from third parties


Upcoming Events

How To Enter the 2020 Members' Choice Awards - For Vendors




23 Customer Care Best Practices From Retail Leaders - (v)WeCare Technology - Blog

23 Customer Care Best Practices From Retail Leaders

For online retailers, customer service can be a huge differentiator, and a secret weapon for customer advocacy. Customer expectations today are higher than ever, and the customer support training, resources, and investment required of today’s leading retailers can make the challenge of creating amazing customer care experiences seem insurmountable.

At Vcare, creating amazing customer service experiences is all we do. To help customer experience and operational leadership at the world’s largest retailers simplify and streamline the process of customer care, we’ve designed an exhaustive methodology for measuring their omnichannel customer service experiences.

But without the right people in place, even the best methodology can’t be successful. We also have a rigorous hiring and training process that our Care Specialists undergo when they join one of our clients’ teams. Each Care Specialist is trained on not just how to create amazing customer service experiences, but why those experiences are so critical to our clients’ success.

First and foremost, it’s about building a relationship with your customers, which we spark through our innovative Customer Mirroring hiring approach. The metrics we use to measure omnichannel customer service experiences are core to a good relationship, and therefore, are core to a good shopping experience.

These are the precursor to creating passionate brand advocates that purchase more, shop more frequently, and recommend the brand to friends.

Step 1: Attitude.

For Care Specialists, it starts with their attitude toward creating a great experience.

  • Greeting – how are you opening the experience? Does your greeting match the channel that the customer has initiated his or her customer support experience?
  • Tone – how is your tone of voice, or more importantly, how will it be construed by the customer? Does it begin to build rapport and connection, so as to facilitate an efficient and effective resolution?
  • Professionalism – do your words, timing, and tone reflect a high degree of professionalism? Will the customer find your level of professionalism well aligned with the retailer’s brand and image?
  • Personalization – how can you make the conversation personal for the customer? Are you asking the right questions and gathering enough information at the outset of the support interaction to enable a highly customized, personalized customer experience?
  • Empathy – do your words and tone convey the empathy with the customer, who is just now experiencing a service difficulty? The customer not only wants to be understood, but also wants to feel that the person helping them with their issue truly supports them, and will accept nothing but the utmost satisfaction in their shopping experience.  

Step 2: Flow

. Then, it’s all about creating the right communication flow with your customer.

  • Engagement – how are you ensuring that the customer is fully engaged in the support exchange? How are you combating periods of silence or distraction? How are you appropriately moving the support conversation forward, based on the channel?
  • Hold Procedures – are you putting the customer on hold only when absolutely necessary? If you do have to initiate a hold period, what steps are you taking to minimize its duration? Are you ensuring a great experience, even while the customer is on hold?  
  • Interruptions – what steps are you taking to minimize the customer’s interruptions? Are you interrupting the customer, or do you let them fully begin and conclude their thought process? Are you strategically reading the customer and respectfully leveraging interruptions to move the customer service experience forward efficiently?

Step 3: Technical

From there, Care Specialists need to be highly technically proficient.

  • Ticketing – how are you creating and managing the ticketing process to ensure that the issue is logged correctly, discoverable to the team, kicking off resolution processes, and highly indexable for later analysis?
  • Handling Duplication – are you able to quickly and easily identify duplication and manage duplicate tickets? Duplication management is one of the keys to a streamlined customer support system.
  • Detailed Descriptions – are you including enough detail in the analysis and ticketing of the customer’s issue or challenge?
  • Accurate Responses – based on the customer challenge, are your responses as technically accurate as possible?
  • Grammar & Spelling – is your ticket technically accurate with respect to spelling and grammar, ensuring easy team discovery, indexation, and post-resolution analysis?
  • Documentation – is the technical documentation fully up to the standards set by the brand and within the customized support process outlined by leadership?
  • Customer Information & Classification – is all of the customer information accurate based on the data available and your exchanges with the customer? Have you classified the customer, issue, and resolution path correctly?
  • Process Accuracy – how accurate have your customer care actions been during each step of the customer support process?

Step 4: Resolution

Finally, it’s about identifying opportunities and resolving issues the first time.

  • Finding The True Issue – have your communications with the customer uncovered their true challenge or issue?
  • Active Listening – are you actively listening for customer queues that help you move swiftly toward a positive resolution, in the eyes of your customer?
  • Creativity – are you being creative in your solution, exhausting all options and resources, to ensure that your customer is thrilled with the resolution of their issue?
  • Attempting De-escalation – have you taken all appropriate steps to de-escalate the issue, creating a less taxing support experience both for the customer and the brand?
  • Setting Expectations – have you set reasonable and accurate expectations with the customer, ensuring that they won’t be surprised by the ultimate resolution of their issue?
  • Closing & Recap – did you close out the customer interaction in a positive way, recapping the challenge they were facing, the steps you took in solving their issue, and any next steps that might be needed from either party?

Are these the standards that you hold your customer support team to? If you have other retail best practices for creating amazing customer care experiences, let us know today on Twitter by mentioning us @vcaretec.

 Don’t forget to reach out to a Customer Care Specialist at Vcare with any questions about outsourced customer service or call center services.


Publish Date: March 8, 2016 5:00 AM

2020 Buyers Guide Consultancies

Call Center Masters

Giving consulting services to call centers

CC-CMM Certification Institute

CC-CMM Certification


Service Journey Thinking
Service Journey Thinking is a comprehensive approach for improving the experience customers have along the service journey. It considers the service journey not only from the customer’s perspective, but it also examines the components that support the experience, including people, technology, processes and policies. By applying Service Journey Thinking, COPC Inc. helps brands promote greater efficiency, improved performance and reduced cost within their operations. For customers, this means reduced effort, improved satisfaction and enhanced loyalty.
PH: 1.407.304.9032


Genesys PureConnect
Call Centers, Contact Centers and Cloud Solutions Consultancies

Customer Support Asia

Customer Support Asia assures the success of service offshoring initiatives in the Philippines. Our consultancy serves both:
- clients that have service partners in the Philippines, and need to implement a major service initiative (performance/CX improvement, service change, site expansion, etc); and
- clients that desire to outsource services to the Philippines for the first time, and need expert help to qualify an an "ideal fit" partner, and manage an end-to-end service transition

We support both contact center services and "back office" BPO projects, limiting our practice to sites in the Philippines
PH: +1 919 446 5114

CX Central

Contact Centre Specialist Consulting
CX Consult provides specialist contact centre consulting with decades of experience across Australia and Asia/Pacific lead by industry expert Justin Tippett. Services include health checks, optimisation, outsourcing (local and offshore), technology upgrades, strategy and more.

Whether you have a 5 seat contact centre or a large multi-site operation we'll provide you with expert advice to ensure you can achieve your business objectives.
PH: +61 3 9008 7287

ERIC YOUNG ASSOCIATES (Tele-Centre Assist Inc.)

Contact Center Consulting & Profit Improvement (Lean Six Sigma), Inside Sales, Efficiencies, Call Center Audit, Technology & vendor selection, Telephony, Recruiting, Training, Performance Management, Customer Journey Mapping, Software (CRM) Implementations
PH: (416) 498-9440

Lieber & Associates

Contact Center Consulting
Lieber & Associates assists organizations with contact center issues.This includes management, processes, training, and technology. The firm's assessments evaluate and make recommendations for 15 call center areas ranging from call seasonalities to staffing to better use of the telephone systems. Contact center technology services range from new technology selection and implementation to problem-solving and optimization to technical trouble-shooting. Senior consultants have more than 20 years of experience each and are leaders in their discipline. Clients span most business sectors.
PH: +1-773-325-0608

Mpathy Plus

Mpathy Plus transform service, improve performance and provide operational support. We work in all areas of customer service and contact centres from initial strategy, feasibility studies, business cases, project management through to operational reviews, resource planning etc. We are independent and have vast experience of implementing, managing and changing contact centres and the customer experience.
PH: 08450 569800

Outsourcing Solutions Europe

Outsourcing Solutions Europe is an advisory firm that helps companies to find the right contact center/BPO partner to serve European customers


We can help You boost Your business results by:

- Building or developing high performing multi-channel customer care operations

- Improving metrics like Customer Satisfaction, Net Promoter Score (NPS), Customer Effort Score (CES), First Contact Resolution (FCR), Customer Retention rate, Inbound conversions

- Developing Your teams' skills to excel front and back-office operations and Customer relations

- Preparing and executing efficient Voice of the Customer and Customer Advocacy approach

- We will help You manage challenges and risks when changes affect people, operations and technology.

SCC Services Group

Contact Center Operations Performance Management
In today’s competitive business environment, contact center and marketing professionals are constantly challenged to manage a growing business, achieve superior performance levels and at times are asked to support services and products that are becoming more complex.

Faced with this reality, the consulting disciplines that SCC Services Group focuses on are operations management and service delivery excellence in the customer service, contact center and brand marketing arenas.

Our consulting practice puts emphasis on:

- Contact Center Operational Assessments
- Human Capital Management
- Organizational Structure
- Brand Marketing
- Strategic Planning
- Sales and Customer Care Tra...
(read more)
PH: 954-444-3668

The Taylor Reach Group

Established in 2003, The Taylor Reach Group is an award winning, call, contact centre and customer experience consulting and advisory firm. The company is based in Toronto and has offices in New York, Atlanta, Washington, Ottawa, London, Bangalore, Hong Kong and Beijing. We are vendor agnostic and do not partner with technology or outsource agencies. The only one who pays us are our clients. Each of our consultants possess a minimum of 20 years of ‘hands-on’ call/contact center operational management experience. We do not sell the pyramid, the seasoned experts you deal with through the sales process are the same people who will complete your project.
Taylor Reach has worked with contact cen...
(read more)
PH: 8663343739

Triad Services

Services Triad is a consulting firm with experience in the field of customer relations. He will celebrate his 25th professional anniversary in 2021. His facilitation skills and creativity allow him to work on many transformations related to the operational management challenges of customer contact centers.
With the support of his consulting team, he collaborates to many projects in Canada and abroad for public and private sector organizations. More than 275 consulting assignments and 150 benchmarking studies are part of his curriculum.
PH: 514-738-2197

View more from (v)WeCare Technology

Recent Blog Posts:
A Common Mistake Practised by Every Call Center!July 11, 2017 5:00 AM
5 Tips for Choosing the Right Contact Center for your BusinessJune 28, 2017 5:00 AM
5 Most-effective Social Media Practices for a Satisfying Customer ServiceMarch 23, 2017 5:00 AM
Avail Call Center Outsourcing Services For Proactive Customer SupportOctober 5, 2016 5:00 AM
Top 3 Call Center Tips For Dialing Into The Millennial MarketAugust 16, 2016 5:00 AM
5 Questions To Grill Your Next Call Center VendorJuly 26, 2016 5:00 AM
The Dirty Little Secret For Finding The Best Call Center PartnerJuly 12, 2016 5:00 AM
3 Steps To Turn Customer Care From Cost Center To Profit CenterJune 15, 2016 5:00 AM
Boost NPS & CSAT Through Customer MirroringApril 20, 2016 5:00 AM
How To Achieve Industry-Leading Customer Care Through Hiring & TrainingApril 1, 2016 5:00 AM
Submit Event

Upcoming Events

15th annual Best Practice Conference - this is the contact center world's most highly rated event - a whopping 100% of delegates say they would recommend it!

100's of best practice tips and ideas from contact center professionals Read More...

Latest Americas Newsletter
both ids empty
session userid =
session UserTempID =
session adminlevel =
session blnTempHelpChatShow =
session cookie set = True
session page-view-total =
session page-view-total =
applicaiton blnAwardsClosed =
session blnCompletedAwardInterestPopup =
session blnCheckNewsletterInterestPopup =
session blnCompletedNewsletterInterestPopup =