CoffeeDesk — Customer Hero of Our Choice #2
Are you ready to meet another Customer Hero? Today we present you the one and only Coffeedesk — one of the biggest e-commerces in Poland. However, for us it’s not only an e-commerce. It’s an example of superior customer service.
We asked Karolina Kosno, Coffeedesk PR Manager, about their customer approach.
CH: Many companies believe that they are great at customer service, but in reality their processes leave a lot to be desired. And yet everything works at your place. What do you think: in what way are you different from the competition? What makes your service supreme?
KK: For many people, basic savoir-vivre is already exceptional service, but it only shows what kind of cases we deal with on the daily basis. However, there is a lot more to an extraordinary customer service, the one that turns your customers into your brand ambassadors; it is not only being kind in a direct conversation with a customer. It is more about the values that guide you: every employee at every step. The basis, for us, lies in a willingness to not only share a good coffee but also joy in every package that we send. Therefore, if there is anything wrong, we are searching for a solution that is, most of all, satisfying for the customer. For example, we accept returns for over 100 days, because we know how it is to forget about your white elephants, and whenever someone submits a complaint, we often send a replacement product even before the faulty one returns to us — we cannot deprive someone of the possibility to grind their coffee. Such pro-customer attitude connected with high level of empathy and kindness, a yes-we-can attitude, authenticity and liking people sincerely, and all of that supported by an unlimited amount of a good coffee, is our recipe for Supreme Service.
What kind of situations do you consider to be the most difficult in terms of customer care at your store?
There are times when even the best intentions will not make a customer satisfied; some people just like to complain and go nitpicking in the most well-organised entirety. You can lead a horse to water, but you cannot make it drink, so sometimes you should just let it go. Different situations, which we cannot do much with, are the couriers’ faults. Those can be very painful, because they destroy all that we have been working on at every stage of execution of the contract. To make matters worse, the customers often associate the delivery with our actions and as an effect, our image gets hurt. In all cases, we try to intervene, sometimes even by sending a new package at our cost, because we always want our customer to be happy, even if we have to invest in that happiness. All the other incredible stories, lost packages, mixed-up orders, complaints or returns and all of those things, with the right attitude, are not a problem.
If you were to give one piece of advice to an e-commerce start-up, what would it be?
There are many different tools that allow you to get to know your customers and their behavior; such knowledge is priceless, since it helps you understand what is important for them, how they browse your store and who they are. And when you know them well enough, just do what you would be doing for your friend. That’s a great way of realising how you can cross the standards of customer service, if you simply want to!
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