One of the most important aspects of customer service is handling unexpected situations and offering contingent solutions. A case study at Witmart exemplifies this well.

During the Chinese New Year holiday, many of our Asia-based Providers stayed offline to celebrate with their families. This created a dilemma for one of our U.S.-based Employers, who posted a logo design job during the holiday period.

Once made aware of the situation, out Customer Service staff immediately sent a Holiday Notification to Glaskody, the Employer, informing him about the possible reduction in available Providers and offering him a free seven-day extension. Galskody shared his concern that the job was urgent and needed to be done ASAP .

After carefully evaluating the situation, we decided that the best course of action in the interest of our customer was to help him cancel the job and refund his deposit, so he could source for alternative solutions.


" Thanks so very much! The professionalism you and Witmart have displayed is exemplary! I will absolutely do business with you again in the future."——Glaskody


This is but one snapshot of what happens daily at Witmart: listening to our customers and responding to their varying needs. Given each client's unique situation, the best way to ensure customer satisfaction is to give them more than what they expect. As Roger Staubach, legendary NFL quarterback turned businessman, puts it so eloquently,there are no traffic jams along the extra mile.

It's not about trying to impress our customers, but about reciprocity. When we spare no effort to deliver the best customer experience, our customers will spare no effort in helping us to grow.