Customer Voices

Another day at the office! Customer service at this company is pretty decent. Mornings are full of online events that consist of reading The New York Times, MSNBC.com, and tabloids. Sometimes people call early in the morning and request to register a warranty for their watch. Other times they call in wanting to complain about how the watch they just bought from one of our biggest vendors arrived to them in a damaged package.

 

Is it my company’s fault that the product the customer purchases from the vendor arrives damaged? No, it isn’t. The vendor that buys our product does some ungodly things to them. At some point, their quality assurance employees bitterly manhandle the merchandise and ship it out the customer. The customer then receives it, calls my company, airs their frustrations out on us, and then, ultimately, they return it to the vendor they bought it from. During that process, who knows if they bitterly manhandle the product they had just bought. They probably drop the product or scratch it up and return it to the vendor like that.

 

What does the vendor do? They give it to their quality assurance employee who, in turn, inspects the product and OKs the product to be sellable again. The vendor then puts it on the shelf again and waits for another customer to buy the product. Of course, as soon as the customer receives the product they requested, they bitterly call my company and complain that they received it in a horrible condition and that they expected better product presentation from my company.

 

It’s a vicious cycle! It’s been like this for quite some time and it is going to take a lot of time and effort to correct the errors that the vendor is making. This will end up hurting my company’s image and no one will really trust the company again.

 

Another question should also be asked, “Does my company even care?”