Boohoo; Bad Communication

Customer Service

Customer Service

Following on from my ‘Wow Moment’ with DPD post I’m going to use delivery service (as provided by all online retailers and some high street ones) as a handy example of how communication is paramount to keeping a customer happy.

Sadly, the focus of this post is on a business that has failed to communicate appropriately with a customer.

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YODEL Doesn’t Deliver on Customer Service

Regular readers will know how pivotal customer service excellence is to our business model and despite being a daily focus for us, it’s been a while since I blogged about it.  Last time I shared my experiences of online retail giant ASOS’ customer service, and how traditional high-street retailer, Boots, knocked it into a cocked hat (yes, that’s a ‘Northern’ expression!).  The crux of that blog was that communication is key to delivering decent customer service.  Now, following a few weeks of stress from ‘YODEL’, I’m going to add another couple of watch-words to the list; RESPONSIBILITY and ACCOUNTABILITY.

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