EOC Week 1: Customer Service Experience

Recently, I returned a dress I bought in a well-known Department Store. To tell the truth, I was extremely nervous doing so, the story was, I had bought the dress for a specific occasion three months prior to the event, just to be prepared and to make sure I wouldn’t  gain any weight between that time. The event never happened and I was stuck with a dress I had no place to where it to. Good thing is, I always keep receipts for purchases until the ink wears out of the paper or a year or two had pass. I took the receipt and tried to read the back for the return policy, but was unable to read it because there was a spill that caused the writing to be blurry. After many days of torturing myself what to do, I built up enough courage to try taking it back, but only anticipating a store credit. When I handed the dress to the customer service representative, I started babbling about why I had to return it, I noticed she kept smiling, she excused herself And returned with one similar and scanned it for the new price then gave me a slip of paper to sign, then handed me my full return. I was astonished. Also, getting my money back was ideal since it was time for my girls to return to school and I had limited funds to do their school shopping.

I strongly agree with the Zappos marketing consultant on this quote:

“Customer relationships and value are especially important in today’s tough economic times, when more frugal consumers are cutting back and spending more carefully. “The challenge facing us is not just one of consumers being more-value conscious,” says one marketing consultant. “It’s how we gain … a renewed relationship with consumers who have less inclination to listen to [companies with whom] they do not have strong and valued relationships.” (Marketing: An Introduction for Education Management Corporation, 10^th Edition,7)

In an economy such as this, we the consumers need to know that you can rely on good customer service when spending your hard-earned money or dipping into your savings. Personally, I want to know that I can go back to this store and shop with ease and comfort that I can get satisfaction with my purchase and not worry about losing my money.