Stolen parcels
@luisga814 (7138)
Quezon City, Philippines
June 23, 2022 4:26pm CST
As a customer service representative of an online shopping site for fashion dress and shoes via chat, we need to attend the concerns of the customers. Yesterday, there's a dispute that one of the delivery vans of our courier got stolen. That van has 5000 packages. I don't know how and why got stolen. So, the immediate action is to do a refund and offering discount codes as well as express delivery into their next orders. Some customers can't accept the resolution of offering those discount and free express delivery on their next order, specially to the customers who'll be needing their items for an event on the next days.
I don't know if we've already assisted 5000 customers to stop the queries regarding that stolen parcels. I love assisting customers however with this kind of incident, it's very hard to assist them. I know how it feels that they're contacting us because I'm an online shopper too.
6 people like this
5 responses
@rsa101 (40976)
• Philippines
24 Jun 22
It's unfortunate how poorly your courier handled the security of your goods. I only hope the courier was also responsible for paying your company back for the damages it did. For the clients that were impacted, your office would undoubtedly need to take prompt action.
1 person likes this
@rsa101 (40976)
• Philippines
27 Jun 22
@luisga814 It's time to sever relations with them and locate a better one if they are so inefficient. There isn't a stronger argument for keeping them around given the fact that this is happening to them indicates that their system is broken.
1 person likes this
@luisga814 (7138)
• Quezon City, Philippines
24 Jun 22
Yes. That courier has many complaints from random customers, however, I don't know the action of our company regarding that. Maybe they have terms and conditions contracts?
1 person likes this
@luisga814 (7138)
• Quezon City, Philippines
27 Jun 22
@rsa101 Yes, I agree with that. I don't know why our company still keeping them.
@kaylachan (84760)
• Daytona Beach, Florida
23 Jun 22
It's not an easy task, and this is well beyond your control.
1 person likes this
@luisga814 (7138)
• Quezon City, Philippines
24 Jun 22
Yes. This is beyond our control. However, this is still our task to control the emotions of our customers.
@luisga814 (7138)
• Quezon City, Philippines
24 Jun 22
Yes. I hope that will be fixed soon.
1 person likes this
@LindaOHio (222314)
• United States
24 Jun 22
As a customer service rep you are called upon to soothe the emotions of your customers at all times. It can be rough.
1 person likes this
@luisga814 (7138)
• Quezon City, Philippines
24 Jun 22
Yes. I do understand how it feels since I'm an online shopper as well. Even if I'm receiving chats only, I feel their shouting with their responses.
1 person likes this
