A survey of 3,000 consumers of Youstice.com in June 2014 revealed that the most popular way of contacting a company about an issue is via email, with 67% of those surveyed preferring this over social media or phones.
While some people prefer to talk to a person on the phone, the vast majority of people’s experience otherwise. It shows that customers get a more accurate response by email. Often phone calls to companies cause more frustration. Being forwarded between departments, put on hold and promises are made over the phone that never turn into reality.
At Dunster House, we have designed a system that gets our customers the best response possible as quickly as possible.
We supply 10’000s of garden buildings every year. The vast majority of our customers have no issues or reason to contact us. Other than to thank us and send photos! However with that many products designed, manufactured and delivered every year, occasionally an issue does arise that needs resolving.
Some customers at this point are then surprised to find that we deal with all Customer Service issues in writing. Preferably by email. Sometimes this can lead to customers getting frustrated that they have to contact our dedicated Customer Service team by email. Rather than by phone.
We have previously dealt with customer services by phone rather than by e-mail. However, we found this to be ineffective for a number of reasons:
We are very proud of our Customer Services Team and far from seeing communication by e-mail as being to the detriment of this service we see the benefits that this brings to our customers.
The Customer Service Team is available at email@example.com – please quote your Order Number when contacting us – this begins SO and is on your Delivery Note, Order and Invoice paperwork
Opening times are: Monday – Friday 8:30 am to 5:00 pm