March 2015 (1)
Friday 16th March 2015 - Advice to Courier Companies on Best Practices for Customer Service for their Ecommerce Clients
Although
there is no doubt that Ecommerce is the most exciting and innovative
method of retailing to emerge for many years, there is concern that the
lack of customer interaction may lead to falling standards in customer
service.
The concerns might be dismissed by the courier companies
who offer international delivery and as such are often the public face
of these Ecommerce retailers and as such uphold their standards most
carefully but there are nevertheless concerns that Ecommerce is removing
the customer focus from retailing.
Voiced by GFS and their director
Simon Veale, the concerns that Ecommerce retailers may be becoming too
big too fast with little hope of meeting the demands of their customers
and in turn may be offering a poor service have been echoed throughout
the relatively new industry.
Veale commented that ?It might seem
strange to turn away business in a competitive parcels market like the
India, but some delivery companies are seeing risks to their corporate
reputations from the overload from surging e-commerce volumes?.
It would seem then that the
companies who want to survive this trend will need to focus their
attentions back to customer service and satisfaction and will need to
ensure they have the resources and the delivery partners to meet their
own promises.