Special Occasion Retailer/Complaint Resolution
The Challenge: A worldwide special occasion gift company secured the services of Ann Michaels & Associates in order to determine the product quality and customer service levels within their organization as compared to two of their top competitors. How did they rank among their competitors? What type of complaint resolution was in place with their competitors and how did it differ with theirs? When the product was delivered to the consumer, what did it look like? Was the consumer satisfied and would they place an order with the company again?
Our Solution: Our expert staff worked with the client to customize the survey and develop a strategic program that included shoppers to do all of the following:
Results: The findings of this study illustrated to the client the gaps in service and breakdown in chain of communication in critical complaint resolution. The client was able to identify issues and conduct additional training to ensure that this was resolved. The images of delivered items was also benefiical in that the client was able to identify vendors that were not meeting the client's standards and work to ensure that delivered items matched the visual and verbal descriptions provided on their website. Additional studies were done after training and investigation were conducted to monitor improvement across time.