contact center lessons with the staples vp

Inside Staples

Contact Center Operations

Interview with Jason BlacketerVP of Customer Service at Staples

By Amy Clark editor and Lead Author of The Customer Engagement Blog

I was fortunate to interview

Jason Blacketer

Vice President, Customer

Service Operations at Staples

Why Should You Care to Read This Interview?

Staples has not only developed some great

customer satisfaction tools but has also used them

to develop a unique novelty item.

The easy button for example, is a great insight into

what they are trying to accomplish and a fun

product on its own.

With such heavy competition, how does Staples maintain customer satisfaction and loyalty?

Jason Blacketer: ”….We use each interaction as a learning experience and continuous improvement opportunity to prevent future problems/contacts for that customer, as well as all other customers.”

What is your biggest Customer Service Challenge?

Jason Blacketer: ”…. Providing more self-service, omnichannel, mobile and social media customer service options are examples where customer expectations continue to change, and are being fed by new and creative ideas from everyone inside and outside of customer service.”

How does Staples overcome such challenges? Please share some best of breed insights for superb Customer Service.

Jason Blacketer: ”…. As initiatives are implemented, Customer Service continues to provide feedback to Staples leadership about policies and procedures that affect its customers....”

How does Staples overcome such challenges? Please share some best of breed insights for superb Customer Service.

Jason Blacketer: ”…. As initiatives are implemented, Customer Service continues to provide feedback to Staples leadership about policies and procedures that affect its customers....”

“The ways we communicate, the speed at which information is shared and the audience of this information are consistently evolving.”

Check out the full interview here:

iwantitnow.walkme.com