LooptyHoops News, Tips, and Style Guide — customrservice

"You're right, we were wrong". How to take responsibility in relation to customer service

Posted by Susan Smith on

Last week I wrote about customer service and the phrase that Seth Godin advocates, “you’re right, we were wrong.” Here’s a personal story about it. I got a call just before Christmas from a customer of mine on LooptyHoops. We were driving home from skiing in Vermont (well, I wasn’t skiing but everyone else was) and I got this call from someone, slightly angry who said, “I didn’t get the right earrings in my order. I received a pair of endless hoops without a click-down clasp, and I would have never ordered that!” My first response to her (as I...

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