I’d a small ecommerce business on Amazon, and naturally, I did the customer service myself.
I had a couple of customers who bought items and received wrong ones instead. The mistake was either from Amazon (they do the shipping), or my supplier (sending wrong items to Amazon). I didn’t care which case it was, as my goal was to make sure that my customers are happy. And only then, I would turn my attention to the root cause of the issue. I didn’t know it then, but seems I was able to successfully follow Disney’s H.E.A.R.D. technique 🙂
Resolving the issue was not straightforward, because I ran out of stock!
Check the following screenshots for parts of my conversations with the customers, showing how I resolved the issue, and made them happy.