A little bit about our customer service
Hi guys!
We are a getwear company. With us you can create your own jeans by your own design and measure, and then order them for home delivery, show your friends and put your design on sale on the website.
Buying clothes online is easy, but a little risky, especially if you are not sure whether it will suit you or not. Therefore, we have accumulated some experience with “insecure users” who we will be happy to share with you.
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Our customer service is based on three pillars: free exchange, willingness to apologize and transfer of communication to email.
We exchange jeans for free to users if they don’t fit or dislike them. In our opinion, this is a normal practice in areas in which the buyer may be subjectively dissatisfied with his purchase (that is, in almost all).
Unhappy customer purchase will never return and will not buy more. Therefore, refusing to change his jeans for $ 100, we lose hundreds, thousands of dollars, which he will never pay us in the future.
This approach is very well described in Carl Sewell’s “Customers for Life” book (by the way, we highly recommend it - one of the best books about client service):
Of course, we are not a luxury clothing store, but we have felt the positive effect of the returning customer.
Often, people who write dissatisfied letters with foaming at the mouth and the desire to throw missed jeans right face to a Getwear employee instantly calm down when they hear that jeans can be easily changed. We have customers who have renounced themselves never to do business with us, however, having learned about the possibility of exchange, they left their jeans and bought them again.
It should also be understood that a satisfied customer will tell his friends about us to the top ten, and a disgruntled person will not be too lazy to slander several hundred of his social contacts.
Practice shows that no more than 5% of clients decide to exchange jeans. This is quite a lifting figure for us. Moreover, recently we even decided to introduce a long warranty.
By the way, an important thing - we do not give new jeans, but we change them. This means that the disliked jeans should be sent to our St. Petersburg office (by Post of Russia), and send us photos of the payment receipt. This is a small precaution against the possible desire to get a second jeans as a gift.
We try to apologize to our customers more often, even if we feel wrong.
Most people rarely order custom clothing, and do not always trust ordinary online stores. There is some echo of uncomfortableness, fear in his actions - and all this is exclusively our area of responsibility.
If the client made a mistake, did not understand, or did not do it, then we did not recheck, explain or explain why.
Despite the fairly well-established process of "Order → Production → Delivery" sometimes lining occurs. For example, because of the quality control re-checking, jeans were sent by courier service not on March 10, but March 12.
Two days is a significant difference and only our fault. Therefore, we are not ashamed to apologize, even if the jeans were sewn faster than deadlines.
How can you be proud if you make mistakes yourself?
It's great to support an apology with something tangible. For example, we use the practice of partial return of funds in the event of a delay in jeans. Once, because of the total production load, the production time of several pairs broke down. Then, as compensation, we had to return the full cost of the jeans and send the jeans themselves for free.
We have corporate accounts in all popular social networks, we are happy to communicate with clients in them, however, all communication on the case is transferred exclusively to email. Why?
The main reason is that for the client service we use a ticket system that is tied to CRM. So we see all the details of the order, the history of communication with users. All this in social networks is not.
In addition, the style of communication in social networks and e-mail is very different, as different communication on the street and in the office. In social networks, you have to find out for a long time what the problem is all about, and by mail correspondence everything becomes clear.
Another important aspect is the personal account and other personal things we have attached to e-mail. Therefore, a letter from the correct address and with the correct order number immediately convinces us that the customer introduced himself correctly.
By the way, we do not consider the phone as a means of communication with customers - it is long and ineffective.
This is how our customer service organization system looks in brief. In the mean time we will tell about the ticketing system and its binding to CRM.
We welcome your advice, comments and suggestions.
We are a getwear company. With us you can create your own jeans by your own design and measure, and then order them for home delivery, show your friends and put your design on sale on the website.
Buying clothes online is easy, but a little risky, especially if you are not sure whether it will suit you or not. Therefore, we have accumulated some experience with “insecure users” who we will be happy to share with you.
')
Our customer service is based on three pillars: free exchange, willingness to apologize and transfer of communication to email.
Free exchange
We exchange jeans for free to users if they don’t fit or dislike them. In our opinion, this is a normal practice in areas in which the buyer may be subjectively dissatisfied with his purchase (that is, in almost all).
Unhappy customer purchase will never return and will not buy more. Therefore, refusing to change his jeans for $ 100, we lose hundreds, thousands of dollars, which he will never pay us in the future.
This approach is very well described in Carl Sewell’s “Customers for Life” book (by the way, we highly recommend it - one of the best books about client service):
The seller of an elite clothing store tells the story that happened to him in the first days of his work in the store. One lady bought a ball gown, decorated with handmade lace. She took him home, put them on once and, according to Stanley, "brought him in such a state as if she were fighting in him, and asked him to return the money to her."
Stanley returned her money - with a smile, judging that replacing the client would be much more expensive than a dress for $ 175 (this was in 1932). He was right. “For years,” writes Stanley, “this woman has spent 500,000 dollars with us.”
Of course, we are not a luxury clothing store, but we have felt the positive effect of the returning customer.
Often, people who write dissatisfied letters with foaming at the mouth and the desire to throw missed jeans right face to a Getwear employee instantly calm down when they hear that jeans can be easily changed. We have customers who have renounced themselves never to do business with us, however, having learned about the possibility of exchange, they left their jeans and bought them again.
It should also be understood that a satisfied customer will tell his friends about us to the top ten, and a disgruntled person will not be too lazy to slander several hundred of his social contacts.
Practice shows that no more than 5% of clients decide to exchange jeans. This is quite a lifting figure for us. Moreover, recently we even decided to introduce a long warranty.
By the way, an important thing - we do not give new jeans, but we change them. This means that the disliked jeans should be sent to our St. Petersburg office (by Post of Russia), and send us photos of the payment receipt. This is a small precaution against the possible desire to get a second jeans as a gift.
Willingness to apologize
We try to apologize to our customers more often, even if we feel wrong.
Most people rarely order custom clothing, and do not always trust ordinary online stores. There is some echo of uncomfortableness, fear in his actions - and all this is exclusively our area of responsibility.
If the client made a mistake, did not understand, or did not do it, then we did not recheck, explain or explain why.
Despite the fairly well-established process of "Order → Production → Delivery" sometimes lining occurs. For example, because of the quality control re-checking, jeans were sent by courier service not on March 10, but March 12.
Two days is a significant difference and only our fault. Therefore, we are not ashamed to apologize, even if the jeans were sewn faster than deadlines.
How can you be proud if you make mistakes yourself?
It's great to support an apology with something tangible. For example, we use the practice of partial return of funds in the event of a delay in jeans. Once, because of the total production load, the production time of several pairs broke down. Then, as compensation, we had to return the full cost of the jeans and send the jeans themselves for free.
Translation of communication to email
We have corporate accounts in all popular social networks, we are happy to communicate with clients in them, however, all communication on the case is transferred exclusively to email. Why?
The main reason is that for the client service we use a ticket system that is tied to CRM. So we see all the details of the order, the history of communication with users. All this in social networks is not.
In addition, the style of communication in social networks and e-mail is very different, as different communication on the street and in the office. In social networks, you have to find out for a long time what the problem is all about, and by mail correspondence everything becomes clear.
Another important aspect is the personal account and other personal things we have attached to e-mail. Therefore, a letter from the correct address and with the correct order number immediately convinces us that the customer introduced himself correctly.
By the way, we do not consider the phone as a means of communication with customers - it is long and ineffective.
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This is how our customer service organization system looks in brief. In the mean time we will tell about the ticketing system and its binding to CRM.
We welcome your advice, comments and suggestions.
Source: https://habr.com/ru/post/173729/
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