It’s not a stretch to call Lululemon’s recent recall of see-through yoga pants a fiasco. If there were ever a time to double-down on customer service, this was it.
And, STELLAService data shows the company actually improved certain areas of its service performance during the high-volume period after the recall. In particular, the company was well prepared for questions about store policy, fitting for an influx of questions about returns.
STELLAService places calls and emails to Lululemon’s customer service team on a daily basis, asking a mix of questions about products and store policy. To research the Lululemon recall, pre-fiasco is defined as Nov. 18 to March 17, while March 18 through April 7 defines the period the company handled recall inquiries.
First, it’s important to note that performance via phone was on par with pre-fiasco levels, a sign the company staffed up their call center appropriately.
But, there were a few hiccups in email performance during the …