I Have been buying green tea from a company called green tea HP out of Lehi UT for sometime now.
Recently I went to purchase a new box and returned a flavor which I didn't like.I was told from the representative from the last purchase that I could return the unopened packets and exchange for a more favorable flavor.
WhenI got to the kiosk the representative asked me for a reciept of purchase. Come On it is like there is this product at each 7 11 store! When I purchased the product last time the representative didn't mention that I would need to keep the reciept. What a hassle to return it when I thought that it was a part of customer service and building customer loyality.
I was also granted a 5% discount on future purchases. I was not able to get this either. I have seen this product sell for $69.00 a box and now it is 81.00 a box. This product is not cheap but did enjoy drinking it!
I have noticed that this company has changed its branding and the cost of doing this was a pretty penny but because of the cost of this new image, it should not be at the cost of losing customers.
Because of this experience and the company's lack to understand what it takes to build customers and retain them is not a concern, I will not be revisiting the kiosks since they have shown that their internal systems, value and people turnoff is not a factor in this company's sucess.I too am in the customer service arena I do know what it takes to keep my clients happy!