The project description
PUBLISHED
Dec 2024
SERVICES
Delivering Exceptional Customer Support
INDUSTRY
ecommerce
About Me
As a skilled customer support professional, I prioritize efficient problem resolution and building strong customer relationships. With expertise in handling complaints, inquiries, and issue escalation, I ensure that each customer interaction leaves a positive and lasting impression.
SKILL AREA
70%
Hubspot
100%
Freshdesk
80%
ZOHO
80%
zendesk
95%
calendly
Resolving a Delayed Order Complaint
Customer contacted us on Freshdesk after not receiving an order placed two weeks prior.
A customer reported a delayed order and expressed dissatisfaction due to missed delivery.
Action Taken
1.I Acknowledged the customer’s concerns with a professional and empathetic tone.
2. I Gathered necessary details (e.g., receipt ID).
3. I investigated and identified the root cause (carrier delay).
4. I took corrective action:
- Contacted the carrier for a status update.
- Initiated a priority reshipment.
- Offered a goodwill gesture (discount) as an apology.
5.I communicated all steps transparently to the customer.
Outcome
The issue was resolved promptly, and the customer appreciated the transparency and effort.
Wrong Item Delivered
A customer received the wrong jersey, causing inconvenience as it was meant to be a gift.
Action Taken
- I verified the order details and acknowledged the error.
- I reprocessed the correct item with a new delivery date.
- I arranged a free return for the incorrect item.
- I provided a 10% discount for future purchases as an apology.
Outcome
The resolution was seamless, ensuring customer satisfaction and loyalty.