Hire Michael Bell, Escalations Specialist

You're right to be frustrated. You asked twice and nobody answered.

That's how I opened the first reply, because it's true for that customer. Each reply below starts with what went wrong in their words.

TICKET 1: JANET, SOFA 5 WEEKS LATE

Hi Janet,

You said, "I've taken two days off work for deliveries that never came." You're right, and that's on us.

Your sofa is on the truck. It will be delivered this Thursday between 9 and 11 a.m. I've confirmed this with the driver myself.

I've refunded your $149 delivery fee. You didn't ask for that, but you paid for a service we didn't give you.

I'll text you Thursday at 8 a.m. to confirm the driver's on the way.

Michael

TICKET 2: RAJ, WRONG COLOR

Hi Raj,

You ordered Fog Gray and got Charcoal. You're right that "close enough" isn't the answer.

Your Fog Gray sofa ships Monday. We'll pick up the Charcoal one on the same visit, so you're never without a couch. You don't need to box anything.

I'll email you tracking Monday afternoon.

Michael

TICKET 3: DONNA, CHARGED TWICE

Hi Donna,

You were charged $1,840 twice on March 3. You're right; that should never happen.

The second charge was refunded today. Banks usually show it in 3 to 5 business days. Here is the refund reference: RF-20931.

I'll check on Friday that it posted, and email you either way.

Michael

TICKETS 4 AND 5

Same shape: one is the second wrong-color order, one is late delivery plus a rude call with an agent. For the rude call, I didn't defend the agent. I said, "You're right, nobody should be spoken to that way," and told her I've shared it with his manager.

NOTE FOR YOUR TEAM

All five promise a date. Please make sure someone owns each date. A missed second promise is worse than the first.

I've got this from here. — Michael