Preventing Product Returns and Achieving Customer Excellence

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Sponsor

How much money is your company losing in “no fault found” product returns?

So often consumers purchase products only to realize they don’t know how to use them, leading quickly to a return. The result? Your profits are tied up in perfectly-working returned products sitting in a warehouse in open boxes.  

Your call center agents become the last line of defense in these scenarios. They either enable returns with lack of knowledge and poor return mitigation, or they hold the key to preventing returns by resolving problems and providing an exceptional experience.

Join us as we explore this topic further and discuss best practices for hiring better agents, using metrics to drive efficiency and enabling exceptional customer experiences with technology.  You’ll gain insightful information to immediately implement in your call center operations that will have significant impact on your bottom line.

Presenter:

Sam DiLiberto Vice President Contact Solutions American Customer Care/Premiere

Sam DiLiberto is the Vice President of Contact Solutions for Premiere Response, a division of American Customer Care. He strategically helps manage the growth and development for American Customer Care's eleven call center operations. Premiere Response's Inbound Customer Care Programs provide their clients with high level, quality focused, professional and college educated agents who respond to calls and emails for companies that expect first call resolution with a world-class expectation.
 
Sam understands how to connect his clients' needs with his organization's capabilities and is known for his honesty in evaluating the customer service strategy and implementing a plan to improve the process, the people, and the technology. His experience in the customer service industry began at the Sony Corporation where he was involved with strategic planning, store operations, and customer service. This background in the call center arena, coupled with managing call centers from their inception in the CE, appliance and retail industry, has enabled Sam to both experience and generate best practices.
 
A former NY/NJ SOCAP President and active NY Metro board member, he is well known in the industry as a customer service and business development expert. Sam has a BS in Management from Rutgers University.

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Report Abuse   thenytimes 12/30/2011 9:07:12 AM EST Missed the original airing. Just watching the pod cast on such an interesting subject. Replies (0) Post a reply Sign in or Sign up to post a comment