In a previous post I picked on a Shutterfly, Inc. transaction to demonstrate how easy it is to spot customer service problems. Now, let’s turn our attention to what they should do to atone for their customer service sins.
First, a recap of their transgressions:
- Checkout step did not accept the promotional code.
- Customer Service Team unaware of current sales/marketing promotions.
- Customer Service Team has insufficient tools to interact with customers on their terms.
- Service response did not yield desired result on order ($10 discount).
To recover (in order of importance): Continue reading
