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ASK THE EXPERT: Cynthia Chacon

January 24, 2020

ASK THE EXPERT: Cynthia Chacon

The essential part of any business is the customer. Without customers, there is no business. Vape shops and retail establishments face unique challenges from a customer service perspective. eJuices.co’s Cynthia Chacon will answer some questions on customer service and how to provide a great purchasing experience for the customer. Whether you have a brick and mortar shop or run an e-commerce site through our PoweredByEJuices.com solution, there are many ways to provide excellent customer service and a quality purchasing experience.



What are some strategies you have used over the years to provide quality customer service in the vape space?

One of the main strategies to provide good customer service is to satisfy all of the customer needs. That goes from having a great selection of products, a great loyalty program, and fast shipping. 

Also, you should have the knowledge to be able to educate the consumer. As the vaping industry has grown and changed over the years, you need to ensure to keep up with new products being introduced into the market. We have seen many changes from the type of mod/device to juices containing salt nicotine.



Should vape shop owners change their customer service strategies compared to other industries?

In the vaping industry, it can be more personalized. You need to be able to provide advice and product recommendations that meet the customer's needs. This is where it can differ from other industries.



Do you think there is more personalization involved when it comes to vape customers?

Yes, of course! Every vaper has its unique flavor and device they use to get the desired nicotine. It's more personalize with hardware devices as there are a wide selection and preference the customer can have.



Shop owners may have a smaller budget than most other businesses. Would you recommend that they handle customer service themselves or hire someone with that sort of experience?

I would say that the shop owners can handle the customer service themselves. However, as you expand, if they need to hire employees, they shouldn't hire relatives.

Another recommendation to any employee and business owner is they need to be able to provide education to the customer. Having the knowledge to guide the customers of the many options being offered is vital to providing good customer service.



When troubleshooting a customer issue, what are some things you have found to work for vape customers that vape shops can use?

One of the things we have come across with many customers is that they want to have the option to sample products at a vape shop. One recommendation I would give if it is legal in their state is to have an area set up with juices pre-loaded into tanks for customers to try.


That’s all for this segment of Ask The Expert! If you have any questions or concerns, you can always contact your eJuices.co account manager or sales representative. We’re here to help your business succeed.


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