The Frustration of Inept Customer Service
Recently I was searching online for a few large party coolers as we have an annual birthday party in July and a high school graduation party in August for our eldest daughter. I located what I was looking for and the coolers were from the website www.drugstore.com
After waiting two weeks for a shipping status update, I contacted them, which was a task in itself, and was told that my 2 items were to ship shortly. To my surprise, 3 days later, I received an abrupt email that my order had been canceled as the items were no longer available. This was after a few emails and a live chat with a customer service rep a few days prior. No outreach was made to rectify my needs. What makes it worse, I was about to become a first-time buyer and they could have turned me into a loyal customer.
So, I jumped onto Amazon, ordered two better coolers, and an additional purchase and they arrived a few days later without a hitch. What a difference between the two web merchants.
I’ve said it before and will write it again, walk through every aspect of your customer experience process and make improvements and continually refine your systems to reach out and keep customers. Make sure new purchasers have a raving-fan experience and watch sales skyrocket. The basics do still matter.
