Standard practisesUpdated 2 months ago
General Principles
At SMT group, we prioritize customer satisfaction by providing excellent service and clear communication with our supplier. While we have guidelines in place, not every situation can be predicted. In such cases, employees are encouraged to use their best judgment and common sense to find a fair and reasonable solution that aligns with our commitment to great customer service.
Handling dissatisfaction
If a customer is not satisfied with their experience—whether due to an error on our end (e.g., wrong item sent, missing product, or a significant delay) or any other issue—we offer a €5 voucher (code: SECRECODE) as a goodwill gesture. This helps maintain trust and gives us the opportunity to improve their experience.
Example message:
"Customer satisfaction is very important to us, and we want to ensure your next experience is a great one. As a token of appreciation for giving us another chance, we’d like to offer you a €5 gift voucher for your next order."
Secretcode Details in every shop:
- For Online Store
- €5,00 off entire order
- Minimum purchase of €20,00
- All customers
- One use per customer
- Can’t combine with other discounts
Refunds as a Last Resort
Regular refunds should always be a last resort. We should first explore alternative solutions such as:
Providing a 5 euro voucher for a future order
Offering a replacement
Issuing a refund in the form of a gift card
Only in cases where no other solution is acceptable to the customer should a standard refund be considered. Always consult with your customer service manager if unsure.
Customer Interaction
Always be kind and empathetic when dealing with customers. A positive and understanding approach can help de-escalate complaints and ensure customer satisfaction.
Clearly explain the situation and any available solutions in a professional and friendly manner.
Keep communication concise and informative to avoid confusion and unnecessary back-and-forth.
Supplier Communication
Always provide the supplier with all necessary details when addressing order issues. This includes order numbers, customer details, product specifics, and any relevant screenshots or documentation.
Ensure requests to the supplier are clear and complete to avoid delays in resolution.
Helpcenters on the websites
- Every website also has it's own helpcenter with a lot of information and tips&tricks for personalised paintings that you can educate the customers on.
Escalation and Knowledge Base Updates
If you encounter a scenario that you are unsure how to handle, always tag your customer service manager for assistance.
If a certain issue keeps occurring and is not yet covered in the Knowledge Base, flag it to your customer service manager so she can create an article for future reference.