Well, I was just listening to that great Beatles song and I thought about posting because of it. Sometimes customers believe that because they are the customer, they are always correct. Take this one fellow for instance. He ordered a product from us with overnight delivery. The product was, according to Airborne, to be there by 10:30am the following day. At 10am the emails began arriving. Threatening us that if the package did not arrive within 30 minutes with what he was “going to do”. Well, the package did arrive, yet he continued to email us. Unfortunately, the item arrived DOA, which does happen sometimes. Shipping him a replacement right away, overnight, was not enough and he was asking us for other free items for “his troubles”. What many people who buy from you do not understand, for some strange reason, is that you are not in business to give people away money. If I wanted to give this guy $20 for free, then I would have when he first ordered.

Now, he is “unhappy” with our company. Somehow I think he would have been unhappy either way.

Having the right customer service software is only half the battle. If you do not have the right customer service training in place to teach your employees the methods and skills they need, your customer service software will be useless. The bottom line, get some training.

Oh yeah, Happy Thanksgiving.

Well, there is not too much to report this beautiful Friday. I have found today that there are very interesting customers no matter what kind of website you operate. Today, one of our commerce sites received an email from a woman who said she selected groud shipping on an order that was processed with next day delivery. I have run through the system 10 times, trying to repilicate some situation where there could have been something other than user error creating this scenario. Unfortunately for her, I could not. And, to be honest, I have never encountered this situation in over 7 years of selling products on the web. When I thought about it for a minute, it really began to sound more like one of the scammers that are so prevalent on line. What made me believe this even more, was the fact that the woman ordered a $12 grinder. That is probably the cheapest item we sell. We will see how this progresses, but we are not planning on refunding her at this point.

Wow, it has been over a month since I have posted here in our help desk forum. I have been super busy with a bunch of work and projects and have not really found the time to blog. That is really stupid because writing here is kind of a release for me that allows for a great distraction….even if it is only for a minute or two. I did have a really bad run in with Sprint customer service a couple of weeks ago. Their business customer, customer service center, does not seem to be too focused on retaining customers. I don’t want to get into it right now, as I will when I have a few minutes to write.

Wanted to say hello, and that I hope everyone is well.