Streamlining Customer Adjustments: Tired of Wasting Time and Effort?

[reba515]

I am getting so tired of customers calling me for adjustments , me spending time on hold ,HO people spending 15-30 minutes looking for the original order (if I wasn't the Cons.)
emailing or calling w/ results mailing them return labels (which I made up myself to make it that much easier for the customer)
then they never return the the product !!!
Is it that hard to stick a label in a box, tape the box, stick another label on the box and mail it ! geesh!
I know its part of the job to do customer service but really!
I right now have 5 adjustments waiting a return and several that don;t even show on the adjustment page anymore that were never sent.

 

[DebbieJ]

You've done your part. If they don't send it back, there's nothing you can do about it!

 

[pkd09]

Reba: I hear you girl!!! I had 4 sitting at one time not long ago because some of these guests kept ordering the mix n mash instead of the mix n chop. Then I had a guest that forgot to put in a copy of receipt AND forgot to put the reference # on and in the box (no reference back to her at all). At the same time another guest wanted the chopper but ordered the microplane adjustable grater ... GEEZ!!! How difficult is it to write the correct number down. I went to the blank order forms because people were putting down the wrong price now I have people writing down the wrong number. Sometimes there is just no winning. It does take a lot of time but that is customer service.

 

[reba515]

Yup just do it all with a smile !

 

[katie0128]

Yup just do it all with a smile !

... and then come here and gripe about all of the "special" people you meet...

 

[GeorgiaPeach]

I just received a home office lead for someone that said they wanted to purchase products. When I called her she had a 4 yr old stone that broke and wanted me to replace it. (I wasn't the consultant and she didn't know who was!) When I told her it was past the warranty she said she didn't want to replace it, was "just checking". UGH!! Wasted a home office lead on that!! What really bugged me was that she CALLED the home office and they could have answered that question for her, not pass it along as a lead!

 

[dianevill]

Reba: I hear you girl!!! I had 4 sitting at one time not long ago because some of these guests kept ordering the mix n mash instead of the mix n chop.

I cannot begin to tell you the number of people that have done this. And I talk about the Mix 'N Chop, call it the "Mix 'N Chop" and people write Mix 'N Mash. It doesn't help that they're right by each other in the catalog and are the same price. I now ask everyone who orders the M & M if they really want the M & C. They usually do. Sigh....

Anyway, I'm in the midst of a slew of adjustments, too, so I'm with you all on this one!

 

[GeorgiaPeach]

I cannot begin to tell you the number of people that have done this. And I talk about the Mix 'N Chop, call it the "Mix 'N Chop" and people write Mix 'N Mash. It doesn't help that they're right by each other in the catalog and are the same price. I now ask everyone who orders the M & M if they really want the M & C. They usually do. Sigh....

Anyway, I'm in the midst of a slew of adjustments, too, so I'm with you all on this one!

I've reached the point where I hold up EACH item (M&M and M&C) at the VERY end of my show and explain the difference in names. It's helped alot. I've even increased my sales because they've started ordering BOTH!! You'd think PC would have thought about that when naming the products