Fabrice Khullar

Director of CX (Design x Development) @Selfridges

[Fabrice Khullar @fkhullar]

@sarahdoody One of the most refreshing and original talks of the day! Super interesting. #Productized

[Fabrice Khullar @fkhullar]

My business class flight from Chennai landed nearly a week ago now and due to an issue at T5 I still have not had my luggage delivered as was promised.
Is this acceptable?
@British_Airways No news, no updates.
Silver membership…what a way to treat loyal customers.

[Fabrice Khullar @fkhullar]

@SmythsToysUK very impressed by your swift service! My kids were chuffed with their new Xbox, which arrived 1.5 days after ordering and made up for a terrible experience with another retailer!

[Fabrice Khullar @fkhullar]

@GAMEHelps this is not the most efficient method for customer service it seems...if there is a better way let me know

[Fabrice Khullar @fkhullar]

@GAMEHelps can you please confirm you will cancel my agreement with Klarna and refund my return cost. It has been a week now!

[Fabrice Khullar @fkhullar]

@GAMEHelps It has taken 12 tweets / DMs and 2 emails to to get to this point...Shocking!

[Fabrice Khullar @fkhullar]

@GAMEdigital how do I contact your customer services with an issue? Can’t seem to find live chat...is email the only way?

[Fabrice Khullar @fkhullar]

@GAMEHelps Please confirm when everything has been cancelled.

[Fabrice Khullar @fkhullar]

@GAMEHelps Can I please just have a refund or cancel the agreement with Klarna. Your service is shockingly terrible.

[Fabrice Khullar @fkhullar]

@GAMEHelps Hello- I did return my order at a cost or £27. The Xbox YOY sent me does not work. Every game glitched or crashed...

[Fabrice Khullar @fkhullar]

@GAMEdigital can someone please respond to my query this is shockingly bad customer service!

[Fabrice Khullar @fkhullar]

@GAMEHelps I’m still waiting on a reply from 3 days ago regarding the faulty product I returned. Will I get an exchange or a refund? Does anyone know?

[Fabrice Khullar @fkhullar]

@GAMEHelps sent you a DM with my order number but no reply...I also emailed you and no reply...
So guess this is how you treat customers? I just sent you back the faulty Series S Xbox i received this weekend. Such a disappointing experience.

[Fabrice Khullar @fkhullar]

Well done to all the teams involved in today’s RESELLFRIDGES launch!
Customers can now sell their pre- loved accessories to Selfridges
#projectearth
#circulareconomy https://t.co/NHPur9emBm

[Fabrice Khullar @fkhullar]

The future of doing business! So relevant right now in 2020🙂, so worth a listen!

#teamselfridges
#projectearth https://t.co/48mZ9thE9B

[Fabrice Khullar @fkhullar]

Thanks @randy_silver. Here is my ‘mixtape’. Thanks all for sharing your music! @Intentionaut @lilylimpet @jboogie @bfgmartin @ArneKittler @johncutlefish https://t.co/4ZfpOqaaKT

[lily smith @lilylimpet]

@randy_silver @mattlemay @JodyRogers @ArneKittler @bfgmartin @Intentionaut @fkhullar @johncutlefish @jboogie Omg, I’m not sure whether I should be excited or ashamed, but here it is, a bit of an upbeat throwback to sit with our post podcast recording vibe 😜 also @ulyssesgb helped https://t.co/Cm9rN6ExKw

[Fabrice Khullar @fkhullar]

Inspiring stuff and so proud of our teams for landing such exciting changes! In Conversation with Alannah Weston and June Sarpong: Business and Susta... https://t.co/t0nt2iZRNW via @YouTube

[Fabrice Khullar @fkhullar]

@dmcdougall @bfgmartin @James_Mayes @simplybastow @randy_silver @RozemaryKing @InezLiberato @amieroselong @RichMironov @lissijean @iamctodd @cagan @kennethn @jboogie @d8a_driven @ttorres @johncutlefish In my experience A PM function enables experimentation, bringing customer insights and data into the conversation earlier and can drive prioritisation to protect engineering teams from too much WIP or working on the wrong things!

[Fabrice Khullar @fkhullar]

@dmcdougall @bfgmartin @James_Mayes @simplybastow @randy_silver @RozemaryKing @InezLiberato @amieroselong @RichMironov @lissijean @iamctodd @cagan @kennethn @jboogie @d8a_driven @ttorres @johncutlefish Businesses understand cost and waste and the risk of getting it wrong. Some have built that great idea from the Boardroom and realised it didn’t change customer behaviour or move the dial as intended.

[Fabrice Khullar @fkhullar]

Back in London for A wonderfully chilled Boxing Day with my favourite people😎 #happyholidays2019 @ Freemasons Arms Hampstead Heath https://t.co/xs9ehhocZ5