A Guide to Customer Service Recovery With Disney’s HEARD Framework
Let’s face it.
We all want our parcels to be delivered to our customers with no hiccups. While we should always strive to provide the best customer experience, handling issues and delays is part and parcel of every e-commerce merchant’s life.
Can Parcel Delivery Delays Be Good News?
Handling a customer’s issues or feedback well can do wonders for your customer’s perception of your brand. UK complaints mediation service Ombudsman Service found that 92% of British consumers are unwilling to return to a brand if they handled a complaint poorly. In contrast, 52% thought more highly of a brand if they resolved negative situations properly.
Negative situations need not be bad. They can be opportunities to rebuild and even strengthen your relationship with your customers.
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