Customer service requests in my work often become complicated problem-solving situations. As a retailer, we are frequently caught between the conflicting objectives of customers and suppliers.
Recently, our e-commerce team arranged for a product to be shipped directly from the supplier to the customer. The product reached the customer, who immediately complained that it was damaged and requested a refund or replacement.
The e-commerce team forwarded the case to the supplier, who inspected the photos and did not see it as a product defect, thus denying the refund or replacement. The e-commerce team passed this message to the customer, who would not accept it. After repeated, frustrating exchanges, the customer ultimately raised a complaint through an online forum.
It was at this juncture that I got involved. I studied the chronology of events, and upon reviewing the product photos, it was clear to me: the product was indeed damaged.
When I questioned my team, they argued that since the supplier—the entity providing the warranty—had not accepted the claim, they could not authorize a replacement or refund. The supplier also stood their ground.
Think for a moment—what would you have done?
What Actually Happened
It was clear to me that the customer had received a defective product which they bought from us. Irrespective of whether we were able to secure a replacement from the supplier or not, to be fair, the customer absolutely deserved a refund or a replacement.
I went ahead and instructed the team to do just that.
In the meantime, the supplier agreed to do a physical evaluation of the product if we sent it to them. We arranged it, and after their inspection, the supplier stood by their original position. I, however, remained fully convinced by the photos that the product was defective.
The supplier is generally a fair, methodical, and logical person. Thankfully, the product was not overly expensive, and I didn’t want to prolong the discussion further. When they informed us of their final view that the product was good, I simply replied that we have processed the refund to the customer and did not place any further requests to the supplier.
Within a minute, the supplier decided to support us and issued a credit note for the product—without a single further question.
What I Learned From This
Often, when approached with a problem, we tend to overthink and look too many steps ahead. Yes, thinking ahead is crucial if you’re a race car driver navigating two turns ahead or a chess player planning multiple moves. But frequently, we are creating phantom problems in our heads—those extra steps or obstacles may not even exist. While we spend time thinking about imaginary problems and solutions, we fail to gain clarity on what we want from the immediate situation.
The primary expectation from a customer service agent is to ensure that a customer is treated fairly and that we do our best to delight them.
We ended up with a situation where the customer still had a bad experience, which only ended well after a struggle, even though we were willing to risk a loss. If we had simply acted correctly initially, we would have had a delighted customer.
- Focus on what you want.
- Be clear, be vocal.
- Ask for what the others want, and truly listen.
The solution will often present itself.
It’s perfectly fair to ask: If we hadn’t had a gracious supplier issuing a credit note, would I still be happy? Yes, I would have been. I would have had the satisfaction of doing the right thing by the customer, and it would have provided a clear opportunity to define a process to address this in the future. Not all life’s lessons come free, after all 😉.
🚀 Ready to Find Your Next Right Move?
The core lesson from this story—focus on what you want, be clear, be vocal—is the heart of true leadership and problem-solving. But clarity doesn’t always come easily. Sometimes, you need a dedicated space and a skilled ear to truly hear your own wisdom.
I, as a coach, can enable you to discover your own, unique, and most powerful solutions.
If you are struggling with a complex decision, team dynamic, or simply want to elevate your performance without the burnout, I offer a partnership built on:
- Deep Listening: Providing a non-judgmental space where your full context is genuinely heard.
- Reflection: Holding up a mirror so you can see your challenges and strengths
- Evoking Ideas: Using powerful questions to unlock the ideas, confidence, and strategy that already exist within you.
My goal is to leave you with the absolute confidence and tools to solve things your way.
Let’s discover your flow state for leadership and life.
Schedule a complimentary Discovery Call with me today to explore how a focused conversation can bring the clarity you need to move from struggle to sustainable success. Drop me a WhatsApp message on 9985000701 or email me at gokul@thebikeaffair.com