Week 17: Customer Service 101 - ARG

Instructions
Instructions: Analyze the following social media exchange between Zappos, an online
shoe and clothing retailer, and its customer named Donna. Then, answer the following
questions:
• In your opinion, did the strategy of the Zappos work well? If not, propose an
alternative solution to the problem.
As you can see from her reply, it does not working. The company may have corresponded
with Donna and offered her with a coupon, but this does not answer her complaint.
Though offering your costumers promo vouchers or small gifts can assist to lessen their
frustrations. Since the company apologized and offered her with coupons, I would merely
recommend that they be more thoughtful in their apologies, address the reasons for the
delays, accept responsibility, and remain respectful. For we know the delay of our orders
are uncontrollable owing to some transport customs or manufacturer and fabrication
problems. And lastly, they should keep Donna updated about the transaction of her order
till it comes.
• Compose a message that addresses the complaint of the customer.
Dear Ms. Donna,
Good day! Thank you for your recent order and for taking the time to communicate with
us to clarify the problem you have had with our services. Please accept our sincerest
regret for whatever problem you must go through or the discomfort we have given you.
Considering this, Zappos would want to compensate for all the damages by giving your
ordered items for free. We ensure you that the company will do its effort to deliver your
requested things as soon as possible, safe and sound. We also have a similar product as
your ordered item. If you like this another option, we would gladly give it to you now for
free.
If you have any questions and help, you may contact us at 1-800-927-7671 or email us at
cs@zappos.com. As one of our valued customers, your satisfaction is one of our key
concerns and top priority. Please accept our personal apology. We will further analyze
how we can prevent this problem from occurring again in the future.
Thank you for your time and consideration. We hope to serve you again in the future.
Have a wonderful day ahead!
Sincerely yours,
Zappos Company.