lgn1 - 12:02 pm on Feb 16, 2011 (gmt 0)
I agree with the raising prices and hiring someone, else you are heading for burnout.
One of the major concerns, is how customer service has grown.
10-15 years ago, customer service was a lot less.
Today, customers can't read the FAQ, and continue to tie up the phone with silly questions, which are already answered on the website.
Customers are always demanding tracking numbers; 10 nanoseconds after they place their order. In the old days, tracking numbers were use to track the parcel when it is lost; not to track your order from depot to depot; and they dont realize it takes 24-48 for tracking numbers to show up in FEDEX. If they are that damm impatience, they should have drove to the mall, to get the item.
Then you get people who want to change their order three seconds after placing it. You would not do this between the store and the car at the mall; why is it considered ok online.
We finally decided, that we were not going to answer the phone live. They get a long voicemail explaining some of the common concerns, and go visit the website. They can leave a message after, if they want; but we only check the phones twice a day.
Sure we may lose a few customers; but those are the stupid whining immature obsessive compulsive customers you don't want in the first place.
LifeinAsia if right, get rid of the 10-20% of the customers that can't function in a modern society, then you will be better off. They will probably return half the goods anyways.