Customer Service and Satisfaction

This article discusses a customer's experience with AtoZ.com's customer service and satisfaction. It covers communication methods, problem description, and resolution proposals. The customer had an issue with a refund for a faulty product and had to resort to social media to get a resolution.

Running Head: Customer Service and Satisfaction
Customer Service and Satisfaction

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Table of Content
Question 1: Name/ Type of organization............................................................................................................... 2
Question 2: Communication Method....................................................................................................................... 2
Question 3: Describe the Problem or the Enquiry.............................................................................................. 2
Question 4: Resolution or Proposal for Resolution............................................................................................ 3
Query Resolution............................................................................................................................................................. 4

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Question 1: Name/ Type of organization
The experiential piece of customer support is based on the organization AtoZ.com and
the headquarters of the company are in Seattle. The business organization works in the
e-commerce space and is the largest e-commerce company in the world.
Question 2: Communication Method
The communication method involved in the experience is a three stage process:
 Customer support team- Over the call discussion with the customer service
team of the company.
 Mobile Application- Chat with customer success and the customer support
team to resolve the query.
 Website- To chat with the customer support team and look for the resolution of
the problem.
 Social Media- Tag the company in the query post and wait for their revert, an
application of social listening.
Question 3: Describe the Problem or the Enquiry
I am an avid online shopper and I find it absolutely relaxing to sit on a couch and order
products online, the vast range of selection and the curated shopping list and exclusive
deals offered by AtoZ.com heightened the customer experience. Additionally the
company has great refund policy, which ensures that I get back my refund at the
earliest. My problem is related to a refund which I have not yet received and it has been
more than 45 days since I returned the product. I will give a detailed explanation for the
readers in this section, so that they can relate or develop a better understanding to my
problem.
I ordered an IPhone X from the e-commerce giant and made an online payment AUD
1579 on the platform. I was really happy to see AtoZ.com deliver the product to me in

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just two days of ordering. However, to my surprise, I found that the product was faulty
and realized that it was not even the original IPhone; it was a copy of the IPhone. I was
utterly disappointed by this and ordered a return for the phone. The delivery executive
came next day to pick the product and I mentioned him clearly the fault with the phone.
He advised me to speak with the customer support team, I reached the customer
support team thorough the mobile application and explained to them the problem with
the phone. The executive showed empathy towards my concern and assured him that I
will get the refund in 5-7 business working days.
However, I did not receive the refund in even 10 days, it made me call again the
customer support team at AtoZ.com. On calling them, I realized that no action has been
taken yet, and I was asked to wait for a week to receive the fund. I patiently waited to
receive the refund for another 7 days but my query was not resolved even then. This
definitely made me agitated and I took out all my frustration while chatting with the
customer service agent on the mobile application and also on the website. However, it
was like nobody was willing to take responsibility and accountability for the failure to
deliver the right product to me. This further gave fuel to my fire, and I decided to take
some concrete action on the misdoings of the organization and get justice for myself. As
a last resort I thought of utilizing the power of social media, as I read somewhere that
AtoZ.com has a great social listening team. Also, to maintain a positive sentimental
analysis, the company responds to the query with a SLA of 2 hours. I blurted out all the
frustration on the social media platforms such As Facebook and Twitter and asked the
organization to resolve my problem at the earliest.
Question 4: Resolution or Proposal for Resolution
In my opinion there were a lot of lacunae in the supposed excellent customer service of
AtoZ.com. Ideally what should have been done the first time I raised the query was:
 The first time I made a call to the customer support team, my problem should
have been resolved, as First Call Resolution (FCR) is a very strong excellent
customer service metric. Additionally, AtoZ.com should include this in practice to
send a mail highlighting the key takeaways of the conversation; this would give
assurance to the customers.

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 A call back in 7 days from the customer support team to enquire the closing of
the query would have scored high on customer satisfaction, whilst ensuring that
the customer query has been resolved.
 After resolving the query, I t would be wise for the company to send an Apology
mail, taking ownership and responsibility for lax in the action of the
organization, which lead to delay in receiving the funds.
In my opinion, I believe that ideally this should have been the order for resolving the
query of the customers, which would not push him to visit other channels of customer
support for resolution of the query.
Query Resolution
After trying out all the possible channels, when I logged onto Social media page of
AtoZ.com, that was the time my query was resolved. A created a long, almost 200 word
post on Facebook and 140 character long post on Twitter asking AtoZ.com to intervene
and resolve my query. To my surprise, i got a reply from the company in an hour after
posting the query, I was assured that some senior customer service agent will get in
touch with me the very same day and resolve my query. I received the call in the
evening, and I spoke to some senior executive in the customer support team. The
executive was very patient; he listened to my problem carefully and assured me that my
problem will be solved. Over the call, he made me explained the process followed by the
company, and what went wrong. The executive informed me that in next 3 days I would
receive my refund, and he would make a follow up call to confirm the same. At last, I
received the refund on the third day, and also the call from the customer service agent,
thus resolving my query.