Quote:
Originally Posted by slowdsm2
What are you supposed to do?
Well, let's see... you could start by evaluating the "cost" of an unhappy customer. Instead of saying something like "tough, we shipped it" when someone calls about a missing part... perhaps you might consider just sending a replacement part.
Own up to your mistakes and stop charging people "Fees" when they want to return the part because what you shipped was not what was ordered.
People don't accept passing the buck to former/new employees for mistakes.
The management of SBR is the same as it always has been, and attitudes towards customer service come from the top down.
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There is no "fee" that incurs when it was a mistake on our part, if a customer is online and orders teh wrong part and sends it back then yes, because the customer is the one that chose the wrong thing, there is a fee unless they want to exchange it for teh correct one. But it has happed quite a few times, if a customer wants one thing and we send him the wrong thing, WE issue a call tag and pick it up on our dime and send them the correct one. If the customer either ordered teh wrong thing online or ordered something and cancelled it, theres gonna be a fee because if we have to order it from a vendor and we cancel it due to teh customer cancelling, we have to pay a fee, thus the cancellation fee. And if im not mistaken it says that online. Were not the only company out there that does this in case you didnt know.
Joe
SBR