CASE SCENARIO | Identify and report consistent difficulties

It's 1 May. Imagine you are a Logistics and Sales Administrator at Brides Online. As part of your daily tasks, you've been monitoring the Brides Online social media sites and have spotted a pattern in difficulties experienced by customers.

Customer posts

Sally

"Still waiting for a call back! When I bought my wedding dress, everyone was helpful. Now they've got my money, no one wants to return my calls. What's the point of having an after sales support hotline, if you can't get through?"

Felicity

"No after service care! After dealing with robotic voice and pressing numbers to get through to after-sales support, I was put on hold forever. Still waiting on a call back."

Candace

"I thought it would be easier to call to explain my minor issue - but it appears no one in After Sales Support wants to listen to me. Was put on hold for 55 minutes. Gave up waiting. Not happy."

You discuss the posts with your colleague who comments:

"The tele-sales department is short staffed at the moment. 2 staff are off sick, 3 are on maternity leave, and 4 are on holidays, returning next month. It's no wonder customers are kept waiting. And, it's not likely to change in the near future!"

Based on the social media posts above and the information you learned from your colleague, identify a consistent and potential customer difficulty. Then, using the structure below, an email to the Customer Service Team Leader to report the feedback trend.

TO: Customer Service Team Leader

FROM: [Insert your name]

DATE: [Insert the date]

SUBJECT: [Insert relevant topic name]

MESSAGE: [Insert purpose of email; identify consistent and potential customer difficulties and impact on the business; include where the information was sourced from; polite close]

email in the space below.