Quote:
Originally Posted by Kali Yuga
Why?
It is not RH's fault that Amazon is making an error. B&N got it right, for example: http://search.barnesandnoble.com/The...vampire+armand
RH doesn't own Amazon and they don't control Amazon's databases or listings.
If I go to a bookstore and they refuse to carry a paper copy of Vampire Armand, even though it's still in print, to whom do you complain? |
It's not a matter of assessing blame. There's a problem with a product produced by RH, and the customer has contacted RH to complain. What should RH do?
I think the answer's obvious, RH should try fix it. Because it's good customer relations, it's a problem that is preventing them from making sales, and they undoubtedly have communication channels to the management at Amazon to get it fix quickly. BTW: Even if the third point isn't true, it's a good bet that the customer thinks it is true - and perception is reality.
From a
good customer service perspective, it's absurd to expect a customer with a problem to have to do some kind of analysis to figure out who they should call. Customers that actually get to the point of calling are probably already 3/4 of the way to being totally annoyed at the situation. What they really want to hear is, "I understand your problem, and I'll work to get it solved". Even if that means that the CS department has to contact a second company to get them to fix it.