LiquidWholeFood.com "Customer First!" Award Certification Application

Cut and paste the following into an email. When you have completed the answers, send to: officemanager AT LiquidWholeFood.com.

Name of Your Business:

Website Address:

Description of your business:

The following is kept private:

Person completing this form:

Your email:

Your phone number:

Write "true" or "false" after this statement: I certify that I am the owner of this website or have been designated by the owner to complete this form.

Please be honest in answering your questions. You might feel your honest answer will hurt your outcome, but honesty is always the best policy and has its way of getting rewarded.

True or False: Type "true" or "false" after the following statements:

1) My website has a clear, easy-to-find link to a Contact Page on its home page.

2) My website's Contact Page has a form that a user can submit if he/she has questions pertaining to my website or products.

3) My website's Contact Page has both a phone number listed that is operational and a USPS mail address.

4) My website's Contact Page has an email address listed. (Note: it is not necessary that the email address is a live link. It is also fine if it is configured in a way to avoid automated spamming.)

5) The contact email address on my site is an IMAP address. (As soon as the customer clicks "send," you receive it in your inbox on your desktop right away. This differs from a POP3 address that you need to log into a service to retrieve your mail online.)

6) There is a link to my contact page on every page of my site.

7) I never make mistakes with my customers.

8) I have discussed my competition on my website and/or with other customers.

9) I have a "chat" option on my website.

10) I have a "chat" option that is live at least 8 hours per day Monday-Friday.

11) My website has been live for at least 6 months.

12) I have a link to shipping information on the home page of my site.

13) People can calculate shipping on my site within 2 clicks after adding something to their cart.

14) I have a returns policy.

15) I have never lied to a customer.

16) I have a toll-free number on my site.

17) The email address I use for people to contact me is at a free domain service (i.e., yahoo, msn, hotmail, etc.).

Multiple Choice: Type "yes" next to the answer that best matches what is true for your business:

18) When I receive any email or phone call message from my customer, I contact that customer within:

  1. 0-4 hours
  2. 4-8 hours
  3. 8-12 hours
  4. 12-16 hours
  5. 16-24 hours

19) If I don't know an answer to a question my customer asks, I:

  1. fake it.
  2. say, "I'm not sure. Can I get back to you about that in a couple hours?"
  3. try to better determine what the customer is getting at.
  4. try to redirect the question to another topic.

20) When I get customer complaints, they are generally about

  1. products I offer.
  2. services I offer.
  3. neither. Explain:

21) For our returns policy, the customer can

  1. exchange for the same item.
  2. exchange for a credit on their account.
  3. get a refund.
  4. I don't offer a returns policy.
  5. 1 and 2
  6. 2 and 3
  7. 1, 2, and 3

20) The customer has ________ days to return their items according to our returns policy.

  1. 15
  2. 30
  3. 60
  4. 90
  5. no limit of
  6. I don't have a returns policy

Practical Examples: The following require a typed response. There are 4 criteria we will be looking for in your responses. One is courtesy and another is addressing the issue(s) in the customer's email. We will not reveal the other two. You will receive one point for each criteria you meet.

21) Pretend you are Acme Widget Company selling widgets and wadgets. A previous random customer sends you the exact following email. Please write a response back to them under the email text (you may use as much room as you need).

September 26, 2011

Dear Acme,
I am very disappointed in the widget I purchased from you last year around Christmas. I just got it out and used it for the first time yesterday and today, and already it's showing signs of wear. When I turn it to the right, a squeaking noise comes from it. When I turn it to the left, it's fine. I thought purchasing from Acme Widget Company would be different than all the other widget sellers. You even talk about customer satisfaction on your website. What a joke!! I demand that you refund my money and send me a new widget. I don't know my order number.
Ann Gree Kustomer

22) Pretend you are Acme Widget Company selling widgets and wadgets. A prospective customer sends you the exact following email. Please write a response back to them under the email text (you may use as much room as you need).

Dear Acme,
I wasn't sure when I looked on your site you say that you have purple wadgets but the picture shows an orange one I want a purple one or maybe a blue but I don't see that option either.
Sincerely,
Jess Kwesschunning

23) Pretend you are Acme Widget Company selling widgets and wadgets. A previous random customer sends you the exact following email. Please write a response back to them under the email text (you may use as much room as you need).

You guys suck! I'm getting online right now and telling everyone in the forum I belong to to never buy from you.

24) Pretend you are Acme Widget Company selling widgets and wadgets. A previous random customer sends you the exact following email. Please write a response back to them under the email text (you may use as much room as you need).

Dear Sir: I think I bought widgets from you in the past but it may have been wadgets. Can you look back and tell me what I bought? Thanks.
PS I need to know by Thursday.

Miscellaneous: For these final 3 descriptions, we are looking for one key component. Simply answer the questions--don't guess what we're looking for. You may use as much room as you need.

25) Tell of a time you went the "extra mile" for a customer:

26) Tell about a regret you have about an incident with a customer in the past:

27) If I had (if you have) a slogan about your customer service, what would it be (is it)?

Thank you for your participation. Please be sure this email is addressed to "officemanager AT LiquidWholeFood.com" (Replace "AT" with appropriate symbol.) Your answers will now be tallied and your website will be visited. You must achieve a score of 91% or higher to receive "Customer First" Certification. You should hear from us regarding your certification within 3 days of submission. If you do not hear from us within this time frame, please contact us via email (officemanager at LiquidWholeFood.com), telephone (717-725-6179), or the contact form on the LiquidWholeFood.com website (http://www.LiquidWholeFood.com/feedbackform.html).

Please note that certification in this program can be revoked at any time if we are given a valid reason via website review, complaint, or other pertinent information. We reserve the right to change the number of questions or the question content at any time.

 

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