Angie Stocklin
Angie is a lecturer in the certificate in entrepreneurship and innovation program at Purdue University, and is also an RBE mentor at Butler University and an entrepreneur in residence at Marietta College. Previously she was COO and co-founder of One Click, the parent company of online eyewear brands Readers.com, SunglassWarehouse.com, and felix + iris. There she oversaw One Click’s business operations, including customer service, order fulfillment, merchandising and vendor account management. In addition to business operations, Angie also helped set and implement overall company objectives, as well as strategic direction for all three brands. Before co-founding One Click, Angie was a nationally certified school psychologist.
5 Ways to Alleviate Frustration after a Tough Customer Interaction
It’s often a challenge to shrug off a difficult customer interaction. We’re all human, after all! To stay efficient and keep quality up, here are 5 tips from the “customer happiness team” at One Click Ventures to help your agents release tension, alleviate frustration and move on after a challenging exchange.
How to Wow Your Customers the Old School Way
Having a killer in-house customer service team is invaluable, and they should your surprise customers in a more personal manner, or in this case, wowing your customers the “old school” way. Here are the benefits of customer happiness, and a few methods that have worked well for online eye wear seller Readers.com.
Utilizing VoC Data to Drive Change
Voice of the customer (VoC) data is important to any company, as it allows you to adjust your strategy and implement new projects across departments. Here is how Readers.com uses VoC data to continually improve its business though capturing data, analyzing the feedback, making changes, and monitoring results.
Using a DOR Board and Huddle to Empower Team Members
How do you get your team to work together to solve departmental problems? One option is to move away from the old way of doing things (the “we say, you do”) and towards a more transparent process in which team members feel responsible for the department’s (and company’s) success. An easy way to implement this idea of ownership is through team huddles and DOR boards.
Empowering Your Call Center Agents to Handle Angry Customers
Customer service is a crucial component of any ecommerce business. When you get it right, it can be extremely rewarding proof that you’re building a tribe of followers, cheerleaders, and referrers who love what you do. Here are a few ways you can get started in making sure you’re setting up your call center agents for success from day one.
