Question

This week our eText focuses on knowing why customer service matters. Imagine the following scenario. You have ordered products from an online company. You have never tried their online business before, although you have used their physical business several times. The business sent you an order confirmation with a date of expected delivery. The products, however, don’t come. In fact, although the business guaranteed a one-week delivery time, you don’t receive the products until three weeks after you ordered them. What would you do? Your attempts to contact the company via email receive no response.

Focus on three aspects of your response:

• Would you be likely to use that business again?
• How likely is it that you would tell other people about your experience?
• How would you tell others (word of mouth, online, social networking site, others?

Please make it at least 250 words!

Answer 1

Answer) In e-commerce business quality,packaging and promised delivery date becomes very important ,especially when even same day deliveries are provided,a 1 week delivery delayed by 2 weeks is extremely bad,consider this you as a customer wanted to gift that product to someone on their birthday or you wanted to use it for some of yout other urgent matter,either way the point is customer service wasn't bad,it was altogether absent,as a customer I have right to refuse delivery and claim for penalty,I would have atleast written a highly dissatisfying review and would have refused to accept delivery.

Now coming to 3 specific aspects asked in the question,I would not have used their online business again after such an experience,even if specific discounts were being provided,it is very likely that I would share my experience,atleast to my friends,close relatives,colleagues and on company 's review page,I would have definitely used social media and online forums owing to its wider reach,for relatives and friends probably through word of mouth and general discussions,the point is as a customer ,I expect a little delay with pre information acceptable but if delay is such long along with no information and response,it shows company does not care about its customers which should be highlighted to other customers so they don't go through such ordeal.

Answer is complete.Thank you!