What does customer service means to you?

I have encounter few times of poor customer service experience by online shopping.
And not only only shopping, other physical retail experience.

We customers have to understand the bosses rather than they understanding our situations.
We customers have to understand the manufacturer, rather than they producing it on time for us.
We customers have to understand shipment delays due to production problems.
We as customers have to "APOLOGIZE" because we are scared that we got scammed and our shipment is delayed for more than two months. And we email /whatsapp /call and ask so many questions. Rather than they informing us pre-hand.


One of the things that I cannot stand ...

Companies that does not apologize.

You know, I cannot stand companies not apologizing.

I know some companies does not practice that but it is customer service.

Some companies did not take the effort in explaining to customers about shipments and stuffs, then when things speculate when customers are doubting and emailing the company.

The company did not reply straight to the customer's inquires. 

Things WILL GET WORST.

Recently I have encounter a online shopping situation and I thought to share it with you guys my Humble experience.. (=.=)
I have shopped at her website for YEARS.

But after she have handed over her website to other people to handle it, things get a little unfriendly.

But of course she does still have the rights in the company, is just that, there is a lot of things I have to personally email her for inquires because I could not understand why it takes so long to reach to me.

To be honest, I don't mind not receiving my product after when she went MIA during the beginning of May. Because as a buyer if you want to shop online you have to risk not having your products sent to your doorstep.

But upon seeing her personal Instagram, she is buying all the branded goods etc.

I take it a last shot in getting her attention through her social media.

Well can't blame me for taking the personal social media as my last step.

Not only did she not get back to me every time I ask for inquires about my orders and she tells me that she will get back to me and needed my order number.

She went MIA.

This reply pissed me the MOST..

LOOK,

TRUST ME.
The only way to get things hype and get their attention?
BY THEIR PERSONAL SOCIAL MEDIA.
And this Works.

The two girls commented and replied to me because they are concerned about my issues because they are facing similar problems as me and one of them is dealing with refunds.

And what? You want me to hire FBI and track them down is it???
RIDICULOUS.

As you can see, I have been really patient to such incident.

As a customer, I don't have the need to care about your production problems, you as a seller should have the responsibilities to Inform your customers about the delays and back order issues.

I am not working in your company and therefore I don't know what are your problems you are dealing with unless you work your fingers through punching your keyboards and explain them to me.

And this is how I reply to a company that NEVER APOLOGIZE.

I TEACH THEM and reply to them as if they are WORRYING behind their keyboards.

I have no patience with these type of people.

You are already handling Millions of orders and now I think you have been over confident, your ego and pride rule over your customer service attitude.

Look, lets be real.

I would strongly suggest you to make a note out of the same answers about the same inquires about back orders or shipment delays, and all you have to do is to COPY AND PASTE, SEND to your customer's email.

You need a customer or a junior to teach you how to do that???

Well, take the TIP and LEARN FROM IT.

Ego and pride of being a boss will never get you further than what you have, you might be successful but never the best that you could.

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.

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DISCLAIMER,

I know online shopping is shop at your own risk.
Not only Online website, PHYSICAL STORES do have Poor customer service too.

But trust me, if this happens to you, you would not be so calm about it.
I am here to just share my experience and to alert other online shoppers.
Some companies really misuse their opportunity to take customers for granted.

You know, doing service line no matter what you are going to face these problems, but you got to know what is service etiquette, know your stand and do your best for the customer.

Your customers HAVE THE RIGHTS to know where their shipments is at, are their product a back order, how long is the duration of the shipping etc.

If you are not ready to face such questions ALL THE TIME, then I have to say your type of personality is not suitable for such pressure.

As a company boss, be it online or physical retailing you have to understand that apologizing at certain time especially if your company did not do a good job in maintaining your production and re-ensuring your clients doubt is the KEY to having a Good relationship.

Does not mean you have years of experience, you are expert in any of it.

Lessons are learnt at unexpected time and taught by unexpected people.

Learn to lower down your ego and think about it.

And customers, as long as you are not being unreasonable but act professionally as a customer, you will get what you deserve, and even if you did not, you will leave an impression. 

Tip to buyers
Never to buy something that you are afraid of not getting the product.
Never order things you can't wait.
Never get something that you are afraid of not getting the right legit product.
Never buy something important through online shopping (Wedding gown, medication etc)

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