A customer who receives extra clothing is a Level 2 support ticket. Follow the steps below to handle the issue.
I'm so sorry! All garments & bags are tracked using our barcode & routing software. It looks like we've made a terrible mistake here though.
We have a tracking system and camera system that enables us to watch a slow-motion replay of your order - like a football game. While this takes time, it is a great way to prevent and correct honest mistakes.
While we're reviewing our cameras and looking into the tracking notes, can you prepare the clothes for us to collect? Can I get this pickup scheduled for you on ______ in our route that runs from _____? We'll get this recleaned and delivered to the rightful owner.
If you'll set the incorrectly delivered clothing out for us to collect while we review our cameras & delivery notes, I'll be in touch shortly!
Also, I've added a $__ credit to your account. We hope to regain your trust. Thanks so much for the help here.
Support Agent: The support agent will handle the issue in Starchup by following their issue-based protocol.
The support agent will not interrupt operators for L2 issues. Instead, the support agent will update the CX Issues Google Document. These issues will be discussed weekly with operators: Tuesday 4pm - 5pm.
Operator: The operator is responsible for helping the support agents with the weekly discussion. The operator is also in charge of communicating necessary changes or reminders to their direct reports.
Retaining customers is our secret sauce. They might not be back tomorrow or next week. But, they'll be back!