How great
is this? This is a huge global company at this point in time, and yet they
managed to get back to me the same day I wrote to them. Not only that, they managed
to resolve the situation immediately. I am a regular and good Amazon customer
and have been since the late 1990s. I have never had a customer service problem
with this company, which in and of itself is pretty amazing. Their efficient,
fast and friendly customer service ensures that I remain a loyal customer. Why
is it that they manage this absolutely crucial aspect of running a business—providing
excellent customer service--whereas other companies fail so miserably? At
Amazon, it seems that the customer is always right. At least that’s been the
case in my dealings with them. It just goes to show that just because a company
is large doesn’t mean that we need to abandon all hope of being treated well as
a customer. I hope their policy of treating the customer well continues.
Showing posts with label friendliness. Show all posts
Showing posts with label friendliness. Show all posts
Wednesday, October 17, 2012
Treating customers well
Just had to
comment on a pleasant experience today with a large company. It’s not every day
that you deal with a customer service department in a huge company that
actually treats you well, solves your problem for you, or even gets back to you
on the same day that you contacted them. All that happened to me today in my
dealings with Amazon.com. I had purchased a DVD TV series for several hundred
dollars back in May of this year, and it arrived in Oslo in late June when we
were on vacation in Germany. Unfortunately, the post office in Oslo only allows
the packages to sit in their buildings for fourteen days, so as we were on
vacation for about this amount of time, the package was returned to Amazon
before I had a chance to pick it up. I contacted Amazon in mid-July to register
this incident as a return, and received an authorization number so that I could
track the return process and when the package was logged in as ‘returned’. As
it took almost eight weeks for the package to arrive in Oslo initially, I
figured it would take about the same amount of time for it to arrive back in the
USA from whence it was shipped. Due to other matters, I didn’t have a chance to
check on the status of the return until today, three months after I first
contacted Amazon. I wrote to the customer service department as the package had
not been returned by me but by the post office, so that the return process was
irregular. I received an email within a few hours from not one, but two
customer service reps, within a few hours of each other. The first one wrote to
me to tell me that the package had been returned and that it would be no
problem for me to get my refund. The second one wrote to tell me the exact
amount that would be refunded and how my Amazon gift card and credit card
accounts would be credited. No fuss, no bother, no ‘please contact this or that
person’ in a long chain of persons, no recriminations or criticism on their
part concerning the irregular return process. Rather, personal emails to me that
said that they understood that I was disappointed that I had not received my
package and that the refund process was initiated and that it would not take
long for me to receive my refund, respectively.
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