Devoted to customer service and the principles of exceptional customer services

As you may or may not know, not only do I blog here for KMM, but I also write about the fashion industry for TheRunwayScoop.com.  Of course we know that the fashion realm is not exempt from providing service. In fact, the area where I've experienced the most frusteration with service is in the apparel industry.  The main attitude from most retailers is, "If you wore it then we can't take it back."  This is what Julie of Almost Girl (a hard-working fashion editor too, I might add!) experienced as she shares with us in her post titled Thank God I Am Not "Just" A Frustrated Consumer Anymore: The United Nude Case Study and Review.  In hopes to help out her cause, I thought I'd share her story here.  Here's a snippet of what she says:

"And isn’t that what all brands strive for? Customers who are so loyal and interested in the product that they will do whatever it takes to make them work? I could have just said the hell with it right off the bat and got rid of them or just wrote the purchase off never to return. The trouble is now of course that customers mow increasingly have very public ways in which to air their grievances and you can never tell how these small problems will have repercussions. Yes, in essence this is a post about me venting my anger, frustration, and not in small small part sorrow over the loss of these shoes. But in a larger sense the problem of dedicated scorned customers taking it upon themselves to discuss their experiences that more and more companies will have to deal with customers who do not see a divide between themselves and the work they purchase. We don’t want the separation. Huffy sales people, lack of service, and lack of accommodation all contribute to furthering the divide between customer and brand and in this day and age no one can afford that sort of divide. And I don’t just mean because some of us have blogs and media channels. What happened to the customer always being right? What happened to making shopping an activity that was not only helpful but pleasant?"

As more and more consumers become internet-savvy, it is going to be difficult for companies to simply ignore the less-than-satisfactory service that they've been providing in the past.  People are letting their voices heard on the web which spreads news like wildfire...and there's no way of stopping it!