Question

Topic: Customer Behavior

Keeping Customers Happy

Posted by Anonymous on 1/27/2009 at 4:44 PM ET 125 Points
In a nutshell,we are not having the best time lately with our customer services, over the christmas period the small customer services team we had took a hammering with a couple of technical difficulies we upset a lot of customers.

My question is how do i win them back and get them to tell there friends about us in a positive way??

The reason they are so unhappy is i run a fashion website and the small customer service team we have could not cope with the demand it was but under and by the time the team was increased ther was that much of a backlog of things they couldnt make a dint in it.

we are now finally up to date with thing but need to win our customer over again

Any ideas??????

Thanks
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RESPONSES

  • Posted by michael on 1/27/2009 at 4:50 PM Accepted
    CASH!

    Refund whatever your charges were. To everyone, regardless of whether they had problems.

    Not credit....CASH.

    That's just the start. Then you'll have their ear and be able to talk to them. I always use the phrase: "It's a reason, not an excuse"

    Michael
  • Posted on 1/27/2009 at 5:01 PM Author
    Hi Michael,

    We are doing that and we are offering promotional codes for discounts on there next order so with money being tight for everyone then with the addition of there delivery charges they also have an incentive to come back with future discount.

    thanks
  • Posted by Frank Hurtte on 1/28/2009 at 10:02 AM Accepted
    Read Human Sigma, which is a scientific look at customer loyalty based on customer service. To build customer loyalty you need to make certain the customers end up better than they would have had the problem not occurred.
  • Posted on 1/28/2009 at 10:47 AM Accepted
    Follow up with each customer....and especially those that had problems.
    Ask if they are satisfied with the merchandise, if the problem was resolved satisfactorily and if they (the customer) needs assistance with any thing else.
    Then send a % off coupon or free shipping code for their time.

  • Posted on 1/28/2009 at 11:10 AM Author
    Thanks for you help we are sending out customers money off code for the next time they shop with us and using phone calls and email replies to apologies for the issues.
  • Posted on 1/29/2009 at 7:09 PM Accepted
    How about a referral program. Offer your customers a chance to get a free item or service if they refer a certain amount of new customers who make purchases. Let the customers know that you had a new team and they are now better trained to handle situations that arise.
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