Comments on: Customer Service: It’s In The Details http://www.geakz.com/2008/11/16/customer-service-its-in-the-details/ dig me digging you, digging me. Fri, 13 May 2011 18:49:19 +0000 hourly 1 http://wordpress.org/?v=3.3.2 By: Geakz http://www.geakz.com/2008/11/16/customer-service-its-in-the-details/comment-page-1/#comment-364 Geakz Sun, 16 Nov 2008 23:29:26 +0000 http://www.geakz.com/2008/11/16/customer-service-its-in-the-details/#comment-364 Greetings Jaffer. And just what was the percentage of times that this mistake would happen? You've detailed the scenario that could ultimately lead to a mistake and I had a similar vision in my head; grab this thing, grab that thing, etc. What was your companies policy on taking care of the customer at that time?<br>Lately I feel like my odds of winning the Lottery are better than getting an online order correct. I know mistakes happen, and I'm not looking to lower my cross hairs on the person who mismatched my items, but I do know that there is a lot of competition for my money on the Internet. When an economy is in dire straights, and there are myriad others selling the same thing, you'd think they'd pay more attention to a simple detail. It's called 'double checking the order'. But then again, that's just me. Thanks for your comment! Greetings Jaffer. And just what was the percentage of times that this mistake would happen? You've detailed the scenario that could ultimately lead to a mistake and I had a similar vision in my head; grab this thing, grab that thing, etc. What was your companies policy on taking care of the customer at that time?
Lately I feel like my odds of winning the Lottery are better than getting an online order correct. I know mistakes happen, and I'm not looking to lower my cross hairs on the person who mismatched my items, but I do know that there is a lot of competition for my money on the Internet. When an economy is in dire straights, and there are myriad others selling the same thing, you'd think they'd pay more attention to a simple detail. It's called 'double checking the order'. But then again, that's just me. Thanks for your comment!

]]> By: Jaffer http://www.geakz.com/2008/11/16/customer-service-its-in-the-details/comment-page-1/#comment-363 Jaffer Sun, 16 Nov 2008 20:31:56 +0000 http://www.geakz.com/2008/11/16/customer-service-its-in-the-details/#comment-363 It may be funny, looking at the pictures but let me tell you I used to work once upon a time assembling Canon and Xerox image servers. <br><br>Power cords and their converters were stored in different bins. An order called for them by a 9 digit bar code - distinct for both the cord and the adapter. <br>I'd just had to walk to the bin and blindly pick out the cord by just re-checking the bar code and do the same for the converter, and if they both "PASSED" under the scanner, they were packed and sent to shipping.<br><br>Did I check the the holes and the plugs ? Nope ! I just did my job exactly as said by the Manufacturing Process Instruction posted on the company's intranet !<br><br>I can't tell you how many times I misread the 9 digit bar code and packed Australian Power cords bound for the UK or German power cords bound for the USA - or more ridiculously, French cords to Italy and vice versa. <br><br>And I was never once blamed ! It may be funny, looking at the pictures but let me tell you I used to work once upon a time assembling Canon and Xerox image servers.

Power cords and their converters were stored in different bins. An order called for them by a 9 digit bar code – distinct for both the cord and the adapter.
I'd just had to walk to the bin and blindly pick out the cord by just re-checking the bar code and do the same for the converter, and if they both “PASSED” under the scanner, they were packed and sent to shipping.

Did I check the the holes and the plugs ? Nope ! I just did my job exactly as said by the Manufacturing Process Instruction posted on the company's intranet !

I can't tell you how many times I misread the 9 digit bar code and packed Australian Power cords bound for the UK or German power cords bound for the USA – or more ridiculously, French cords to Italy and vice versa.

And I was never once blamed !

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