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| Mar 26, 2005 1:02 pm |
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An opportunity to show "super" customer service |
Denise O'Berry
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Martha --
I'm sorry to hear about your experience. Once you ran into problems with the first processing, a human being should have stepped up to the plate for you.
That's exactly what happened with me this week. A customer ordered one of my downloadable products. Her card was declined twice through my shopping cart / card processor due to an AVS mismatch. I called her after the second decline, verified the details of her card and attempted to process it manually. Still no go. By that time I had also gone ahead and manually processed the order so she could have access to the downloadable product. She's sending me a check for the product.
Sometimes, for some reason, technology just doesn't work. That's when a human needs to intervene. And that's where we, as small business owners, can really show our true colors with superior, one-on-one customer service.
Best regards,
Denise O'BerryPrivate Reply to Denise O'Berry (new win) |
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