It’s very hard to persuade a customer that this is new. We
used to be able to just send this out to our damage team, but now we have to
offer it to the customer anyway, and if they refuse it we try to offer a discount
on it. We’re not able to order a replacement either until the customer
discusses it with us. If it’s for them they might not worry so much after they’ve
examined it. Hopefully the box has done its job. But if it’s a gift then we
have a problem, especially if we run out of stock to order in but there was an
opportunity earlier. How can we provide great service if we’re not getting the support
from our stock team? Why wasn’t it replaced earlier and why was it allowed to be
escalated to the final point of departure? It’s just so frustrating,
unprofessional, and embarrassing.
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