Here is the dialog repeated with some adjustments to provide clarity:
Me: I am having a problem adding the feed to the system
Vendor: Thanks so much for following up! Would you be up for trying something to see if we can narrow down what is causing this to happen for you? I have a hunch that maybe some temporary browsing files are behind this. If you are up for it, please try again using a private browsing or incognito window. Let me know if that does the trick! If not, reply right here and we’ll keep digging. Best wishes,
Me: I have done the incognito route, deleted all cookies, tried on my home computer and office computer in different locations, changed the browser from my usual Chrome to Firefox, disabled browser extensions but no luck. It’s like the input is not being accepted. Thanks
Vendor: Hi again and thanks so much for reaching out here with this information. Really sorry to hear about all the trouble with feeds. I know this is super frustrating! We’ve had a number of reports coming in related to this and we’ve found that it has something to do with how our API is pulling in the feeds. We’ve got some fantastic engineers hard at work on getting this fixed and hope to have it fully resolved within the next day or so. So sorry for the trouble in the meantime, This one is 100% on us! Hate that we’ve created some hassle here. I hope the rest of your day is amazing and if there is anything I can do to help or support you while the Feeds feature is acting up, I’d love to. Thanks really for being so patient with us! 🙂
Vendor: Just wanted to let you know that this should be fully fixed now! Thanks so much for waiting on us while we got that squared away. Would love to have you give it another shot to see if it’s working on your end. Thanks for bearing with us here and I’d love to hear if you run into any other bugs with this, as we’re still trying to make sure it’s 100% fixed. 🙂 Cheers!
Me: Yes its working now. Great. Thanks
Vendor: That’s awesome. So glad we got rid of that issue. Thank you so much for bringing that to our attention. Take care and just wanted you to know we are grateful to have you as a customer.
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It’s great how a little bit of extra care can make such a big difference when we communicate with our customers. The difference is ENTHUSIASM in the way we speak on the phone and the way we write and the way we counsel.
The dialog has to be exceptional even if the customer does not buy.