proactivity and communication Archives - Shep Hyken | Customer Service Expert

Solving Customer Problems

What happens when the customer calls about a problem, but the problem is completely out of your control? Let’s use an online retailer as an example. The customer buys a product and requests it be shipped via one of the typical shipping companies like UPS, FedEx or USPS. The product goes out right away, but the shipping company fails to deliver on time. The customer calls the company and is obviously upset. Why was there a delay? (more…)

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