Return Customer

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Customer Service Done Right: DiGiorno

July 29, 2005 By Joe Rawlinson

In my house, we love DiGiorno pizza. One recent purchase turned out a little disappointing. A piece of the frozen pizza dough had been broken off and then simply packaged back up with the rest. This end piece had no toppings.

I called customer service and they apologized for the inconvenience. A week later I got two coupons for free pizzas.

These guys took to heart the lessons learned from Huggies earlier:

  • Apologize for the problem and inconvenience
  • Compensate the customer for their time and trouble

The 2 pizzas we got with the coupons turned out great and we’ve since purchased more DiGiornos.

When you fix a problem with your products, encourage the customer to return. Freebies often work because they show your customers that your products aren’t all bad.

The keys to recovering from a bad product are:

  1. Immediate resolution:
    • Correct the problem
    • Replace the product
    • or Refund the money
  2. Give a little extra bonus for having to put up with the problem. This could be a free coupon, a discount on future purchases, or anything to show that you are respectful of the customer’s inconvenience.
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