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Macy's Customer Services: A Case Study

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I am a Macy 's employee and customer for over five years working in the call center and now the logistics center. Over the last 6-12 months I have experienced several concerns with Macys.com orders. Each time I contacted Macys.com 's customer service the experience is always worst than the last one. I receive conflicting information and agents discounting the calls which results to multiply calls with the same experiences. The language barrier also impacts the experience because the associate does not respond appropriately. Responding appropriately is an important factor in the customer service. The associate refuses to connect you to a supervisor and if you are able to speak with a supervisor it usually takes 20-30 minutes to reach one.
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