RE: UKNM: Now that's service..

[Ed Follows]

--- Steve Gooder <

stevesgooder [dot] com

> wrote:

 > 1) it wants name, email and location before you

 > enter the site. forcing me

 > to give out personal information isn't a great way

 > to welcome a customer.


Agreed, don't understand the point of it as it doesn't

recognise you when you return: but back to the main

point.


 > 2) your order took a week to arrive.


Yup, personally I don't have a problem with that

though and the new size they sent me arrived the next

day.


 > 3) they sent the wrong size.


Actually this turned out not to be the case. The

medium sized t-shirts have an 'S' on the label for

some reason! (i think i put on more weight than i

thought over Xmas!)


 > 4) you had to give them your address again.


OK maybe their back-end or admin system needs a bit of

work but if it makes things easier sending a four line

email isn't going to kill me.


 > it's no horror story, but wouldn't "Now that's

 > acceptable, but

 > unremarkable.." be a more applicable subject line?


I disagree here. OK, you wouldn't be happy with a week

for delivery, or the fact that they got the size wrong

(which in fact is no longer the case). The point I was

trying to make was that when faced with a customers

issue they dealt with it efficiently: in this case

satisfying the customer and re-building any of the

lost confidence in them. Now in my experience of

ecommerce sites to get an issue dealt with and

rectified in under and hour is 'very good customer

service'. Many sites customer service pails into

inexistence compared to this and so in my opinion such

an occurrence should be remarked upon.


 > cheers,

 > 

 > steve gooder

 >

stevesgooder [dot] com

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