Examples of errands with happy customers

Happy customer, example 1:

• The merchant verifies what solution fits the customer
• The merchant is clear when the new shipment is happening
• The merchant informs the customer what to do with the old product, reducing the need for customer follow-up questions                 

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Happy customer, example 2:

• The merchant is very clear with what the solution will mean for the customer
• The merchant clarifies how the new product is delivered, including tracking, which creates a sense of safety and trust
• The merchant ends with a smiley to enhance the positive tonality

Examples of errands with dissatisfied customers

Dissatisfied customer, example 1:

• The merchant uses internal language that the customer does not understand
  • In this example, instead of DPD they should have written "The transport company" or "The shipment provider" in their first response
• The merchant is not using a greeting
  • By using a greeting and a kind goodbye, the tone comes across as more positive

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Dissatisfied customer, example 2:

• The merchant has simply pasted a row of text from a tracking link
  • If a tracking number exists, it is usually appropriate to attach that so that the customer can track the item also
• This merchant too fails to include a greeting, and is too short in their response to the customer
  • This leads to follow-up replies and a frustrated customer