Just had a great customer service experience. An excellent example of how good customer service can transform a bad experience into good PR.
I was trying to purchase a new leather folder online via Corban and Blair and the online transaction failed to process successfully. After three goes I resorted to the more low tech telephone to place the order.
Good thing #1: The call was answered by a friendly voice and the person already knew I'd had a problem and let me know they had planned to phone me that day to see if they could assist.
Good thing #2: The person already had my details but confirmed them just in case.
Good thing #3: Unprompted the person apologised for the inconvenience and waived the normal delivery fees for my trouble.
Result: A bad thing - customer unable to purchase online - has been transformed into a good thing - a happy customer.
The company in question was Corban & Blair, a design company based in Australia. I predict that with cool products & great customer service they will do well. I am telling everyone I know about this company & their products, I will shop there again. Good PR really!
How simple is this?
- Treat the customer like they are actually important to you
- Don't waste their time
- Don't pretend to offer a level of service you don't actually offer
- Don't be rude