Service of When it is Good it is Very, Very Good: Amazon.com at Its Best
February 16th, 2015
Categories: Customer Service, E-Commerce
My confidence in large companies was restored when I responded to a notice Amazon.com sent me because my credit card information didn’t work for an order placed three months before. They needed a new one to ship it.
My response was more complicated than “here’s the new number.” I easily found on the Amazon website how to contact someone. Most large companies make you work for this information and often you fail to find it. Amazon gave me a choice.
I explained that:
- 1) I no longer wanted the book. I’d ordered it early in October and received a notice in November that if I didn’t again hear from them by December 15, the book wasn’t available. Meanwhile, I later saw a paperback of the book, ordered it and received it from Amazon early in January.
- 2) My credit card number had changed since early October, I wrote, because of the hacking at Home Depot requiring millions to get new cards and numbers. I noted that Amazon has my new number, as I’d made several purchases since October.
In minutes I received a gracious email response from Pratik K saying he had cancelled the order. I thanked him, and he again responded and when I took 20 seconds to fill out my satisfaction-with-the-correspondence survey linked to his note, and wrote how remarkable and fast the service was, I quickly received an email from Khay C.
Khay wrote: “Thanks for writing back with your kind words. I’m glad to hear that my colleague, Pratik K., was able to assist you, and I’ll be sure to forward your message. We want to provide service on a level customers will remember, and it’s great to know we’ve succeeded. Your comments are greatly appreciated, and I thank you for choosing Amazon.com. We look forward to seeing you again soon!”
Has your confidence in customer service been similarly restored recently by a comparable instance?