I have a colleague at work that brought an interesting customer service point to my attention today. Now I am not saying that I have ever provided perfect customer service all the time, so I am merely pointing this out for reference sake.
My colleague ordered an item from Hi-Style via the Amazon website. The company sent the wrong item – trust me, it happens. Rather than go through a big hassle of returning the “similar, but wrong” item, she kept it. When prompted for feedback by the company, she provided a review that included exactly what happened.
The company is now hounding my colleague because she will not remove her assessment (true and valid assessment). They think that because she did not want to go through a hassle of returning the item that their service is compete and satisfactory.
I completely side with my colleague that she should stick with her assessment. Plus, she has also been a star customer service representative with our company, so she knows the score.
Hi-Style should accept the assessment, learn from it, and move on. After all, had it been handled correctly the first time I know a stellar assessment would have been made.
Believe me when I say that I take this point to heart for future service that I and my company will provide.
