purebredbreeders.com complaints - customer service case study - purebred breeders llc

Purebredbreeders.comA case study into Customer Service

Purebred Breeders LLC - Purebredbreeders.com

National Network of Qualified, Ethical Dog Breeders

Puppies are Health-checked by a licensed veterinarian

Lifetime Health Guarantee Support available for the dog’s lifetime 30-day free health insurance

About Us


Customer Service

The Importance of Customer Touch Points

Processes

Consumer brand perception relies heavily on customer touch points◦ Any written and spoken

communication with the company (with a person and automated) are considered touch points

A custom CRM (customer relationship management) system allows for detailed information on the interactions with each customer

Every dept. can view and track everything that happened throughout the adoption process


Complaint Identification Transfer to appropriate party (if necessary) Implementation of Resolution

Complaint Resolution Process

Case StudiesCustomer complaints resolutions


Issue: It was unfortunate that the first puppy we picked was when he was 2 wks old and we got all the way to 8 wks and he was supposed to travel and missed that flight and the next day was new travel arrangements and on that day the Breeder had an issue and decided not to send the puppy Hilton. We were to say the least heart broken.

Resolution: Then Nicole called and was extremely sincere and very professional and said have a look at the sight and if you see another puppy we will help you get it. We looked but Tom was not into looking at first. Then I spotted Joseph and Tom and I both fell in love. Actually we believe it was for the better because Joseph was exactly the kind of personality we were looking for. He is definately a handfull but man is he sweet. We love him soooo much. Thank you for making it all work out.

Case Study - 1


Issue: Everything was great, but really wanted to thank you for the extra effort. We had questions about where to get Nutri-Cal for Itzy. PetSmart had no idea what we were talking about and your rep called PetSmart near our home and verified they did not know about Nutri-Cal.

Resolution: Your rep then called other local pet stores and then called us back and told us where we could find it. Above and beyond. We were impressed. So much we have recommended this site to friends and one has already bought a new puppy

Case Study - 2


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purebredbreeders.com complaints - customer service case study - purebred breeders llc

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