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Amazon Fires Employee for Sharing Customer Emails

Amazon.com said it has terminated an employee responsible for an incident in which a third-party seller on the tech giant’s website got access to email addresses of some Amazon customers.
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Kay Jewelers Launches Investigation Into Service Policies After Customer Accuses Company of Stealing Diamonds

Kay Jewelers is launching an internal investigation into diamond servicing practices after an Illinois woman accused the jewelry store of stealing her diamond engagement ring when she took it in to get serviced. 

Requitta Darshae East slammed the jewelry chain in a lengthy Facebook post that has since gone viral with over 1,500 shares, claiming that Kay Jewelers tried to give her the wrong ring and failed to track down her actual one. Since her post, hundreds of other Kay shoppers shared their own similar stories in the comments on Facebook. This isn’t the first time the retailer has faced these allegations: A 2016 Buzzfeed exposé also uncovered a similar case of a woman whose $ 4,299.99 diamond was swapped with a different stone when she brought it in for a repair.

Now, Kay Jewelers’s parent company Signet Jewelers — which also owns Zales, Jared the Galleria of Jewelry, H.Samuel, Piercing Pagoda and more — is working to rectify the situation by launching an internal investigation and working with Darshae East directly to resolve the situation and address her specific concerns.

In an exclusive statement to PEOPLE, a representative for Signet Jewelers said: “We’ve been working diligently on the customer complaint you reported on to understand the underlying concerns. I’m pleased to share that we reached a resolution that has satisfied the customer and we continue to work to resolve other concerns that were posted in connection with her post.”

In an effort to understand the concerns, Signet has launched an internal investigation: “Our goal is to treat all customer concerns with a high level of integrity, seriousness, and care. Once we become aware of a customer complaint, we run it to ground until a resolution has been reached. We are continuously re-evaluating our policies and practices to ensure we are providing the highest levels of service at all points of the repair journey. Like all customer complaints, we have launched an investigation into this particular matter and remain in close contact with the customer in question as we work toward a resolution.” 

As for what the internal investigation entails, a representative said: “The internal investigation retraces every touchpoint of the customer’s jewelry journey. The customer’s jewelry stays within our jewelry Design and Service Centers or, is shipped to the manufacturer that created the item. We have 241 Design & Service Centers internally, with 2,000+ employees are skilled artisans held to our exact standards.”

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Representatives from the company also detailed the servicing process, writing in the statement: “Our policies and procedures ensure that Signet has the right skilled people to do the right skilled work to treat each of our customer’s pieces with care and professionalism.” 

Signet also noted that work is completed at multiple touchpoints: “Virtually all of our work is shipped to and cared for by Signet’s jewelry artisans at our 241 Design and Service Centers, and two Signet manufacturing centers. A small percentage of work is completed by expert Signet-approved manufacturers and specialists. All packages containing customer jewelry are closely tracked and monitored throughout the process by a third-party as part of our chain of custody process.” 

There are also three phases of servicing, they say, (1) take-in to log the details of the piece, (2) inspection upon completion to confirm repairs have been done, and (3) delivery to make sure it satisfies the customer. At that point, the company says it “performs a side-by-side comparison of the original photo to the repair image under a Digital Gemscope, obtains a customer signature expressing 100% satisfaction with the quality of the repair work, and provides a six month guarantee on the repair workmanship.”  

The company noted that employees who handle jewelry are required to participate in ongoing training, which begins with multiple training systems within the first 180 days of employment.

“To ensure that our entire repair team intimately understands our process and policies, the majority of our leadership has been promoted from within the Company. Every one of our Design and Repair Service center managers and leaders have deep experience as jewelers, each with a high level of training and relevant accreditations,” representatives for Kay Jewelers said.

Darshae East described her experience in detail on Facebook.

“Where do I begin…?? There are so many layers to this,” Darshae East began her post. “July 2nd, 2018 – I take my wedding ring (both the engagement ring and band) to Kay Jewelers In River Oaks Mall to have it serviced. My ring is white gold, which needs to be dipped in rhodium to keep it from yellowing. Anyway, I take it in, the employee is supposed to check the diamonds before sending it out to have it dipped. Oddly enough, the diamond checkers aren’t working. She looks at the ring under a microscope and says that the diamonds look fine. Sends the ring out and says that the repair will take about 2 weeks to complete.”

“I receive a call from an employee at the store about 2 weeks later. My ring is back, but apparently I have two chipped diamonds in my center stone that need to be replaced. (Isn’t that what was supposed to be checked before the ring was sent out in the first place??” FYI: There are NO chipped diamonds indicated on the receipt I received on July 2nd.) She asks if its ok to go ahead and send the ring to corporate for repairs. Of course it is. So she sends it back. She tells me that it will take about 8-10 weeks for repair.”

She continued, “Fast forward 8-10 weeks… I receive a call on a Friday from Kays, “Hello Mrs. East, your repair is back in the store.” I get to the store only to find that the ring that was returned is NOT MINE. I explain to the employee (who happens to be the store manager) that the ring is not mine and proceed to show her pictures. She looks at both rings and agrees that the ring is not mine. She tells me that she will call corporate on Monday to figure out what happened.”

After going back and forth to the mall store multiple times to pick up her ring, at the final visit, the employees tried to give her a ring that looked like her own, but in fact, was not hers.

“Are you ready for this?? I make my way to the store only to find that the ring is…. (you guessed it) NOT MINE,” she wrote. “Not only is the ring not mine, but it is the exact same ring that I went to pickup the first time, only now its engraved…!!”

Darshae East alleged that not only had her engagement ring been taken, but her mother’s LeVian diamond ring had been too.

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“To top this all off, the day I dropped off my ring, July 2nd, 2018, I also dropped off my mom’s $ 4,000 chocolate Levian diamond ring. We haven’t received that ring back either,” she wrote.

According to Darshae East, instead of returning her original ring, a representative from the jeweler called and offered her the cost of the ring, plus an additional $ 650, which she called “absolutely not enough.”

She added, “In my opinion, there is a way to rectify any and every situation. Kay Jewelers has failed miserably to do so. This is NOT OKAY. And they keep insisting that the rings were NOT stolen!! SO where are they!?!?!!?! What really happened?!?!?!”


PEOPLE.com

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AT&T, Sprint Boost Customer Fees

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Verizon, AT&T, Sprint to Cut Off Data Providers After Customer Locations Were Revealed

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Airbnb customer allegedly murdered in Melbourne

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Jockey Courts Younger Customer

While its roots stretch back to the late 1800s, Jockey is training its sights on future generations.
The innerwear brand is hoping to speak to Millennials and Generation X via new products and points of distribution.
“I think Jockey has a pretty rich history of innovation and expertise in the underwear category and what you are seeing now is an expansion of that expertise into something more modern for an important market segment,” said Mark Fedyk, Jockey’s president of North America and chief merchandising officer. “They are very discerning customers who seek style, value and brands that align with their personal beliefs. Those have been foundational values for Jockey and we think it’s an appropriate time to talk about those values.”
Fedyk said while the shift began in 2016, new product is only now starting to be delivered to stores. Earlier this year, Jockey collaborated with Urban Outfitters on a capsule collection that hit stores in July. The women’s line is inspired by Jockey product from the Eighties and includes high-rise bikini briefs, Y-front hipster briefs, matching sports bras, cropped T-shirts and boxer shirts. Urban Outfitters updated the pieces by using bright summer colors with an overdyed technique. The collection ranges from $ 18

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Senators Grill Aviation Officials Over Customer Service

U.S. Senators turned on the airline industry as lawmakers discussed possible tougher oversight, including a passenger bill of rights, in the wake of mounting disquiet over customer service.
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Row over US ISP customer data sales

US politicians have voted to let ISPs gather and sell data about what Americans do online.
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Victoria’s Secret Is Accused of Body-Shaming a Customer

Abbie-Walsh Greenfield wrote an open letter to Victoria’s Secret after being publicly body-shamed while shopping.
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Hairdresser Goes Above And Beyond For Young Customer With Autism

A South Carolina mom’s viral Facebook post is demonstrating the power of empathy when it comes to kids with special needs.

On Dec. 29, Jennifer McCafferty posted a photo that shows her 4-year-old son Isaiah having his hair cut while sitting on the floor of a Sport Clips salon in Charleston. In the caption, the mom explained that Isaiah has autism, so this hairstylist’s kindness meant a great deal to their family. 

“This woman, Kaylen, … did more for my heart than she will probably ever realize,” McCafferty wrote. “Haircuts with Isaiah are no small feat. He hates having anything near his ears, the sound of clippers sends him in to a tailspin.”

McCafferty explained that this particular evening at the salon was consistent with their past difficult experiences. “I was ready to give up, but she wasn’t,” she said. “She sat on the floor with my baby in her lap, and she cut his hair. They talked about Dory and Christmas, and she even let him spray her with her water bottle.”

Concluding her post, the mom shared a message on behalf of her family and others facing similar challenges. “Autism can be so very, very hard, but people like this make our days just a little easier,” she wrote. 

McCafferty’s post received nearly 95,000 likes and the Love What Matters Facebook page shared her story. The comments sections on both posts are filled with responses from fellow parents of kids with autism. 

McCafferty told The Huffington Post that Kaylen was a real lifesaver that day at the salon. When Isaiah had a meltdown, she went above and beyond to help him find “his quiet, safe space” in the midst of the overwhelming sensory stimulation.

“She wasn’t fazed by his screams; she understood his fears,” McCafferty recalled. “She figured out where it was he needed to go, which just so happened to be the floor, and she took him there.”

The mom said Isaiah has a “beautiful soul” and a warm heart. “He is everything that you would want your child to be,” she said. “He’s fun and full of energy. He’s sweet and kind, and ridiculously funny. He loves with everything he has.”

Isaiah’s love is especially boundless when it comes to his 6-year-old brother, Alex. “They have an amazing bond, and I credit Alex for a lot of the progress Isaiah has made with his social interactions,” McCafferty said. “Alex is able to comfort Isaiah when the rest of us can’t, and always seems to know just what Isaiah needs to soothe him.”

McCafferty told HuffPost she hopes Isaiah’s haircut story will bring hope to other parents of kids with special needs. “I want them to realize that even though it can feel like it, they are not alone,” she said. “I want everyone to see just how much love and kindness matter.”

— This feed and its contents are the property of The Huffington Post, and use is subject to our terms. It may be used for personal consumption, but may not be distributed on a website.

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For Better Results From Customer Service, Don’t Make It Personal

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Secret Toll-Free Customer Service Phone Numbers: Shortcuts To An Operator For Nearly 600 Businesses And Us Government Agencies (Mobi Reference)

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Don’t ever search for hidden customer service phone numbers again! Save hours by cutting through to a human operator! Did you notice that it is hart to find customer service phone numbers on many web sites? Well, businesses hide their customer service phone numbers. They want you to fill out lengthy online forms. BEAT THEM WITH THIS SECRET YELLOW PAGES BOOK. It collects nearly 600 Hard-to-Find Toll-Free Customer Service Phone Numbers together. Better yet, we tell you how to skip automated prompts and talk directly to a human operator. FEATURES:- Hard-to-find numbers for Amazon, Yahoo, PayPal, eBay, and nearly 600 more. – Credit Cards, Financial Services, Government Agencies, Insurance, Retail, Shipping, Technology, Telecom, Travel, Airlines, TV, Wireless – We cover it ALL. – Navigate via alphabetically sorted list or search by the company/agency name. – Free Updates. Example for Amazon.com toll-free phone numbersAmazon.com (Cust. service): 1-800-201-7575; to reach an operator, do not dial or say anything. Amazon.com (Seller support): 1-877-251-0696; to reach an operator, do not dial or say anything. Amazon.com (Rebate status): 1-866-348-2492; to reach an operator, press 0.Amazon Visa: 1-888-247-4080; to reach an operator, dial 00 at each prompt.

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Customer Relationship Management Systems Handbook

Customer Relationship Management Systems Handbook


THE CUSTOMER TODAY Who is the Customer? A Shifting Paradigm A New Look For Marketing Customer Feedback Managing Relationships: The CRM Solution The Stages of a CRM Strategy THE EVOLUTION OF CUSTOMER RELATIONS TO CRM Planning Strategies for Managing Customer Information The CRM Planning Phase CRM Strategy: From Planning to Development A Twelve-Stage CRM Strategy Applying the CRM Strategy CRM Issues, Tactics, and Methodologies Two-Way Dialog: Customer Input to CRM Testing and Evaluating CRM Solutions Managing the CRM Program CRM Analytics in Data Mining CRM: Summing Up the Business Value THE TECHNOLOGY OF CRM An Overview of the Data Warehouse Design and Construction of a Data Warehouse Data Marts in the Real World Avoiding the Pitfalls of Data Warehousing The Data Warehouse Development Process The Operational Data Warehouse Data Warehousing Computer Platforms Data Warehousing and CRM: Managing the Project Data Warehouse Development: One Vendor’s Methodology Elements of Database Technology The Business Tools: Analytical CRM Data Warehousing Architectures: Options Implementing the Enterprise Data Warehouse Decision Support Systems and Data Warehousing Database Management Systems From Data Warehousing to Data Mining Data Consistency and Quality Managerial and Organizational Impacts of Data Warehousing Vendors with CRM Technology Conclusion CASE STUDIES IN CRM Automotive Communications Energy Entertainment Financial Institutions Fund-Raising Healthcare Insurance Investment Packaging Recruiting and Training Retail Technology Transportation and Travel Wholesale Analyzing Case Studies for Maximum Benefit PRIVACY IN CRM Data Privacy Government Initiatives CRM: Opportunities to Address Privacy Concerns P3P Standard and Definitions Industry Support for Privacy Initiatives Protecting Personal Privacy in CRM BENEFITS OF CRM Benefits of CRM by Business Sector The General Value of CRM Determining the ROI for a CRM Solution The Ultimate Benefits of CRM Appendix A: Glossary of CRM and Data Warehouse Terminology Appendix B: References and Bibliography Index
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