Customer Service
How you take care of customers after they buy.
Key concepts
- Response time
- Empathy
- Refunds
- Feedback loops
- Delight moments
Mini case study
Problem: A skincare brand got repeated complaints about slow WhatsApp replies.
Unhone kya kiya: The founder set a 2-hour response promise and added canned replies for common questions.
Learnings
- Speed matters more than perfection.
- One bad reply spreads fast.
- Make refunds simple.