Examples of customer service

[sun818]

As I read on this forum and what experienced business people tell me, customer service is a major factor in growing your business. Some examples are already been discussed in other threads (1 [webmasterworld.com], 2 [webmasterworld.com], 3 [webmasterworld.com], 4 [webmasterworld.com]). I'm wondering if we could share as buyers and sellers real-world examples of "customer service".

I'll start...

A buyer wrote me saying the square widget they bought did not fit their round widget hole. So even though it was a buyer mistake to buy the wrong item, I replied and said I would pay for the return shipping. And offered to send the correct part (a round widget) right away.

[KevinC]

As far as I'm concerned thats whats it all about- its a lot easier to sell to an old customer than to a new one.

If people have a complaint they want to be heard and vent their frustrations. You should sympathise with them and then offer a solution.

It doesn't matter whos fault it is - Finger pointing does nothing to improve sales - having a satisfied customer does.

[Shak]

customer service is CRUCIAL, especially on the NET, where we dont have nice blonde females to smile at angry customers.

everything from FREEphone numbers, to helpful staff and prompt answers to emails is the key to making a difference.

The power of a good recommendation from an existing customer outperforms any paid for marketin in my opinion.

You did the aboslute right thing in my opinion.

Shak

[OntheEdge]

As a frustrated customer, I can tell you what I wish more companies would NOT do.
Make the customer search through FAQ's, Send feedback forms that "say..fedback only do not expect a response", an have to search the whole site , in hope of locating a support email or phone number (free of course).
When faced with the inability to ask MY question and get a simple staightforward answer, i will usually begin seeking alternative products immediately. (though don't usually switch until I've pounded my head on the wall one too many times).
I'd rather be sent an answer a week later, than waste hours searching for it because the option to communicate with a real person is replaced with FAQ's and form letter using computer monkey.(<that is a reply sent by form letter, by a cs rep that might as well be a monkey using a computer)

[HowlingWizard]

Resonable response time.

At the end of last year I emailed a online vendor with a basic question about ordering details. The response took just over a month. By that time I had found a different vendor, ordered and had the product in hand.

[graywolf]

While not an online experience it is still my favorite. My wife and I engaged in a bet over the names of some of the animals hanging on the wall of an attraction at a florida based mouse themed amusement park, and were unable to settle it or find the answer (this was years ago before the net was big). So that weekend we went to the mall and went in the local mouse themed store and asked the salesperson who didn't know. She asked the manger who didn't know. She then called the district manager who didn't know either. Having caused quite a stir they decided the only thing to do was to call the amusment park, and get the answer!

BTW it was Max, Buff, and Dave.

[OntheEdge]

now THATS customer service!

[KevinC]

And Graywolf how many times have you told freinds or family that story about how great the service was?

[graywolf]

I've shared that story quite a bit, both in buisness and my personal life. It's just a great example of someone going above and beyond when there was no direct result.

[KevinC]

Thats the best advertising they could hope for

[DLadybug]

I bought download software that was "optimized for all current Palm OS versions." Well, that was current before the release of Palm OS 5.

The software developer didn't collect the money, a reseller did. Between the two of them, I must have gotten 5 mails asking about the sale and if I enjoyed using the services, software, etc.

It took some 3 months to determine that my OS was TOO current, the software would never work on my palm, and yes, seek a refund from the reseller. Reseller keeps sending me joyous mail about how they love me as a customer, and won't I please fill out this feedback form?

They NEVER read it, I have replied 3 times that I am still seeking refund, last reply said clearly "I will NEVEr shop with you again..."

Their reply template was "Thanks for your support of ___industries. Shop with us again."

-Dian