Examples of errands with happy customers
Happy customer, example 1:
- The merchant verifies what solution fits the customer
- The merchant is clear when the new shipment is happening
- The merchant informs the customer what to do with the old product, reducing the need for customer follow-up questions
-------------------------
Happy customer, example 2:
- The merchant is very clear with what the solution will mean for the customer
- The merchant clarifies how the new product is delivered, including tracking, which creates a sense of safety and trust
- The merchant ends with a smiley to enhance the positive tonality
Examples of errands with dissatisfied customers
Dissatisfied customer, example 1:
- The merchant uses internal language that the customer does not understand
- In this example, instead of DPD they should have written "The transport company" or "The shipment provider" in their first response
- The merchant is not using a greeting
- By using a greeting and a kind goodbye, the tone comes across as more positive
-------------------------
Dissatisfied customer, example 2:
- The merchant has simply pasted a row of text from a tracking link
- If a tracking number exists, it is usually appropriate to attach that so that the customer can track the item also
- This merchant too fails to include a greeting, and is too short in their response to the customer
- This leads to follow-up replies and a frustrated customer