Kyra Miles

Minor Project 2

Customer Service Complaints

1. Due to this not being a direct contact, we could only take the information the person
stated which was that the backpack did not hold up for long and attempt to fix the
problem by taking a look at future backpacks that are being sold in order to not repeat
this issue. If we could contact Justa we could try to make it right, as a company our
product failed so we need to take the steps needed to make it a success. We could offer
a replacement backpack or give their money back if they are still not satisfied.

2. With the fact that the post is public for many to see, we would want to replace the item
so the customer themself is happy, and those who view the post can see that as a
company are customers satisfaction is a priority of ours. We would respond with
“@Drwellsatesu we are sorry to see this has happened, please email our direct
customer service as they can further assist you with getting a replacement”

3. If the customer is asking to purchase a replacement then of course we can help her with
that. Even if our company does not sell replacements, we could possibly give her a
discount code in order to purchase another one from us. “@steampunNk_grrl i’m sorry
we do not offer replacements for lost items, yet we are more than happy to offer you a
discount code if you would like to purchase a new one. Please send your email to our
customer service team and they will provide you with a code”

4. For the kid on a camping trip we respond by suggesting to him to check his network
connection due to his location his service may not able to successfully launch the game.
He could try finding locations with better service that are nearby. We would also suggest
turning his device on or off also as a way to jump start his service. If nothing was
working, we would apologize and simply state that our game runs off of network data
and will not work without it. The advantages of customers directly contact us, is that we
find out issues quickly and can give them answers quickly. The disadvantages are that
we sometimes can’t always give them solutions such as this situation.

5. We would take this information and investigate. We could have our IT team look into
possible problems with the app crashing, maybe try troubleshooting on our end and try
all the options we have to ensure the app is working correctly.

6. No we would not respond to this tweet. Responding to this tweet would not benefit the
company. The person tweeting at us has already made up their mind on how they view
the company and responding to them will not change anything nor do I think they’d
respond. We can not offer them anything to change their minds, we will accept that this
is how the person feels and we’ll just try to keep those customers who enjoy our
products happy and satisfied. Not responding will will not affect us because we can not
do anything to help, and responding may make things worse.