Katie Customer support
- Owns
- Every customer conversation: the chat on your site and the support mailbox, in the customer's own language. Order confirmations, shipping and delivery messages, returns.
- Does without asking
- Answers from the order, the carrier's tracking and your policies. Offers the discounts she is allowed. Sends the messages. Never sees more of a customer's card or address than the answer needs.
- Comes to you when
- A refund or a goodwill gesture beyond her cap: she asks Vera, who rules on policy, and the money then waits for you. A customer she cannot help: she hands you the thread, not a summary.