Ordering frags

[Treebeard]

Oh, the joys of customer service!

Originally Posted by OceanicCorals

I am actually very angry with this thread! I take my job here very seriously, I WILL NOT be called out like this without an explanation. I refunded her money in full this morning already.

I hope that the one negative in my feedback rating can be linked back to this thread. It is things like this that make me wonder why I try so hard.

[OceanicCorals-Ian-]

Originally Posted by Treebeard

Oh, the joys of customer service!

This kind of thing really hurts! I don't get offended easily but when someone alludes that they have been taken advantage of I react quickly. I have absolutely no problem with fully disclosing any complaint in plain view for anyone to see.

I am still expecting a response from Leah here! I want an explanation.

[Trigger Man]

By the sounds of it Ian you did a good job handling the situation and I put the blame on the transportation company, however, emails can always be taken wrong, so I would recommend calling a customer that complains to try to rectify the situation, instead of emailing if possible. I owned a bunch of Skateboard/Snowboard shops for 8 years and as you now know customers can be very tough on a business no matter what the business trys to do to rectify the situation, even if it was the customers fault (not saying it was the customers fault in this situation). I always found that contacting the customer with the issue within a certain amount of time to let them vent and then proceeding to contact them a day later after they have calmed down and had time to reflect tended to work best towards figuring out a solution.
In the end the best you can do is take this as a learning experience and hopefully Leah and you can come to a understanding.

[OceanicCorals-Ian-]

Originally Posted by Trigger Man

By the sounds of it Ian you did a good job handling the situation and I put the blame on the transportation company, however, emails can always be taken wrong, so I would recommend calling a customer that complains to try to rectify the situation, instead of emailing if possible. I owned a bunch of Skateboard/Snowboard shops for 8 years and as you now know customers can be very tough on a business no matter what the business trys to do to rectify the situation, even if it was the customers fault (not saying it was the customers fault in this situation). I always found that contacting the customer with the issue within a certain amount of time to let them vent and then proceeding to contact them a day later after they have calmed down and had time to reflect tended to work best towards figuring out a solution.
In the end the best you can do is take this as a learning experience and hopefully Leah and you can come to a understanding.

Thanks for the advice I appreciate all of the input. I did not call the customer because the last PM I sent was for her to tell me what didn't make it and what I need to refund her. the very next response was NO RESPONSE other than her first post here. I am proactive but at that point the ball was in her court for what needed to happen next, I left nobody hanging!