Recently I took advantage of a Groupon. The deal was soooo good I could not pass it up. I can clean my carpet in my entire house for $54.00. Wow!! Normally, just to clean three rooms was approximately $100. Purchasing the Groupon was quick and easy, but when it was time to redeem it, well that was another story. The company asked that all Groupon holders book their carpet cleaning appointments online and someone would bet back to you and confirm the date. After several weeks and numerous attempts, no one ever confirmed my appointment so I finally called the company. When I told the customer service agent that I was a Groupon holder, she asked that I book online however I insisted that she book my appointment. Interestingly enough, after sharing my story, she never suggested to take my order and was directing me back to their online appointment scheduler.
That is just one of the many issues that I have had with companies lately. They have seem to forgotten that the customer is a very important part of "customer service."
That is just one of the many issues that I have had with companies lately. They have seem to forgotten that the customer is a very important part of "customer service."
As an small online retailer, we don't have the big advertising budgets, that is why we rely heavily on referrals and repeat customers. Our focus is on the customer. Our goal is to answer the telephone within 3 rings and if we don't, will return the customer's call within 30 minutes. We also have an online contact form which is available to customers of which someone answers within 30 minutes. All customers received email notifications to let them know that their gifts our out for delivery and most importantly, and if a customer is already on the phone, we will never direct them to place their order online.
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