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Customer Relationship Management

An Unhappy Customer Over Christmas

I hope you all had good Christmas. Over this holiday period I came across a tweet from a good friend of mine who was furious with a gift delivered. Here’s the tweet

It is absolutely wrong to send damaged Children’s gift for Christmas. They wait for this moment for a long time and to see this spoilt is not acceptable. Additionally, it was really annoying to have a response like this –

No one can deny that online sales has grown over the past few years as we started build trust on online sellers. We know now our transactions are secure, delivery time is good and there is no hassle return should we change our mind. However, circumstances like this discourage customers to buy online.

If I had ended up in this situation I would expect a quick apology and a full refund. What about you  ?

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